ROLE PURPOSE: 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.
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• Experience in ServiceNow development eg workflow, service catalogues, 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 development 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.
PRINCIPAL ACCOUNTABILITIES
Job Title: ITSM Support Operations Analyst
QUALIFICATION / EXPERIENCE : • 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.
TECHNICAL COMPETENCIES • Emerging Technology • IT Systems and Technology • IT System Support and Maintenance • IT Project Management • Procedure, Systems and Methods
LEADERSHIP COMPETENCIES • Acts for the Greater Good • Integrated Thinking • Environmental Awareness • Holistic Collaboration • Engage and Influence Stakeholders • Organisational Understanding • Leveraging on Strategic Relationships • Empowerment with Accountability • Build Team Capability • Drive Performance Excellence • Executive Maturity • Self Confidence
CRITICAL SUCCESS FACTORS : • Professionalism in dealing with urgent requests and high
expectations in terms of service turnaround time from multiple parties Has a strong commitment to service provision; ensure timely responses and quality services to ensure client satisfaction
• Ability to engage with stakeholders/customers at various levels from Line Departments to understand their IT needs and to follow through with action plan to address the requirements given
• Possess the following traits - Customer Service, Product Knowledge, Quality Focus, Problem Solving, Market Knowledge, Documentation Skills, Listening, Phone Skills, Resolving Conflict, Analyzing Information , Multi-tasking
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CHALLENGES • To keep abreast with up-to-date IT service management
practices and technological trends for end consumers • Working under tight deadlines and also meeting stakeholder
expectations • Willingness to work beyond normal working hours for critical/ad-
hoc requests, if necessary
Job Title: ITSM Support Operations Analyst
- Job Title: ITSM Support Operations Analyst
- Job Title: ITSM Support Operations Analyst