Job Description Details: Role: IT Analyst( ITSM Application Specialist) Role Type: Initial 12 months and Extendable Contract through Optimum Infosolutions - KL, Malaysia Job Location: Petaling Jaya, Selangor Job Description (JD) Get to know the Role Subject matter expert for IT Service Management Tools in Development & Operations (DevOps) Provide support in implementation of IT service management activities with wide understanding on service requests, tasks, incidents, problems, change, knowledge management, & CMDB module functionality, workflows, and processes. Perform ITSM platform operational maintenance. Work with automation and orchestration teams to integrate with catalogs, approvals, and workflows. Ensure items worked on adhere to the current design and structure. Maintain and develop technical documentation and standard operational procedures. Ensure compliance with IT security standards, policies, and procedures. Work closely with various IT infrastructure and operations teams to support and troubleshoot problems and issues. Drive high-level specific process definition, re-engineering, improvement, and gap analysis of current/to-be processes during workshops with key customers, sponsors, and stakeholders. The must haves skills Minimum of 5 years experience in the IT industry, of which 3 years focusing on Service Management and Configuration Management. Hands-on experience with knowledge in ITSM tools and platforms (Remedyforce/FreshService/Jira/ServiceNow) Experience & proficiency with RemedyForce, ServiceNow, or leading IT service management tools and the CMDB of each. Experience & good understanding of ITSM architecture and CMDB structures, data models, and their relationship to bring value in IT service management. Functional exposure (e.g. solution consultant, business analyst) to designing end-to-end complex automations between multiple systems Experience in client management tools such as Device32, BMC Client Management, SCCM, ADDM/ServiceNow Discovery. Solid ITIL knowledge on service operations and service management. Experience with different project management approaches (e.g. waterfall, agile) Skilled at working collaboratively in a complex and fast environment and driving performance achievement and improvements ITIL v3 or v4, COBIT certification A passion for motivating, developing and mentoring internal & external teams; strong in hiring, team building and organizational development. Really nice to haves skills Domain expertise in IT Service Management (ITSM), IT Operation Management (ITOM) and IT Business Management (ITBM) External project management certification such as PMP from PMI or other project management certification is preferred Knowledge of RESTful API's and and data structures (JSON) Experience in Discovery Tools, Monitoring such as TrueSight, DynaTrace, DataDog will be taken as advantage
