• Deliver reliable ICT solutions and efficient support services and administration for IT Service Management/IT Helpdesk System and act as the custodian of all related processes, including documentation to ensure information accessibility, business operations efficiency and increased organization productivity.
• Experience in ServiceNow development eg workflow, service catalogue, forms, API integrations, service mapping etc, by leveraging on JavaScript or other scripting methods.

• Perform frontline customer service role in providing standard IT services to the Bank’s users, including management, tracking, resolution and reporting of IT incidents/problems and service requests. Ensure service level agreements are adhered to and reviewed on a regular basis for service excellence.
• Perform business requirements assessment and translate into technical specifications, handle procurement of ITSM solutions and manage all related budget.
• Manage end to end change management process and ensuring all deployment to production environment are complied with Change Management Procedure
• Improve user awareness and productivity through regular and continuous ICT technology updates and knowledge sharing by collaborating with internal stakeholders for timely implementation of end user ICT solutions.

REQUIREMENT:

• Academic Qualifications: A degree in Computer Science, Information Technology or at least 3 years’ experience in ITSM processes.
• Experience: Strong technical knowledge on IT Service Management latest technology and ITIL practices, business or system impact analysis, Service Request, Incident, Problem, Change and deployment as well as configuration and inventory management.