Analyst/ ITIL Coordinator (Service Quality and Improvement)

JOB SUMMARYThe Service Quality and Improvement Analyst (ITIL Coordinator) is responsible for coordinating the implementation and compliance of ISO/IEC 20000:2018 IT Service Management standards. This includes managing internal and external audits, tracking corrective actions, and ensuring continuous service improvement. The role supports the Service Management team in maintaining ITIL-aligned service quality processes, analyzing performance metrics, and driving quality initiatives.JOB DUTIES & RESPONSIBILITIESThe Service Quality and Improvement Analyst (ITIL Coordinator) is the Coordinator on ITIL ISO/IEC 20000: 2018 IT Service Management.ISO/IEC 20000: 2018 IT Service Management:Coordinate the ISO/IEC 20000: 2018 IT Service Management (ITSMS ISO 20000:2018).As the coordinator, you will work alongside your lead, the Service Management and Service Owner teams to ensure the compliancy of ISO 20000:2018 is met and in line with key deliverables.Coordinate internal and external (ISO20K) audit activity and take in charge of KPI ITIL related reports, BAU and meetings of the ITSMS processes related to ISO20K audit and compliance.Compile list of outstanding ISO20K audit finding by internal and external auditors and follow up with the action owners on the resolution and evidence collection.Update the 'Audit Master list' for every Corrective Action/Preventive Action (PA/PP) generated in all ISO20K audits conducted by internal and external auditors.Compile all DTD feedback on the Notification Report on All PA/PP ISO20K by internal and external auditors quarterly.Ensure issues and gaps highlighted by internal and external auditors being track and resolved.Service Quality:Assist the Service Quality and Improvement team.Coordinate on implementing and maintaining IT service quality standards, analysing performance metrics, identifying areas for improvement and driving continuous service improvement initiatives.Coordinate and maintain IT service quality standards and processes in alignment with ITIL (Information Technology Infrastructure Library) best practices.QUALIFICATIONSMust be a Malaysian citizen.Passed the Malay Language subject including the oral test at Sijil Pelajaran Malaysia (SPM) level, or an equivalent qualification recognized by the Government.Possess a bachelor’s degree with Honors in Computer Science or an equivalent qualification from a local or international institution of higher learning recognized by the Government, with a minimum CGPA of 3.0.Minimum of four (4) years’ experience working in an IT service environment within a complex and diverse organization Must have at least basic ITIL experience and hold an ITIL v3 or v4 Foundation certification.Familiar with ISO 9001 Standard, ISO/IEC 20000-1 IT Service Management, and other relevant ISO/IEC certifications, with a proven history in ISO compliance.Ability to communicate effectively (both verbal and written) in a professional manner with technical and non-technical personnel.Able to work productively in an environment with potentially limited resources.A self-starter who can work well in a team environment.Flexible and adaptable, with the ability to work in ambiguous situations.Possesses sufficient technical background to understand different system architectures and the impact of new technologies; experience with enterprise-level applications is an advantage.Excellent writing, editing, proofreading, and speaking skills in both English and Bahasa Malaysia, along with strong interpersonal skills.Proficient in Microsoft Excel.JOB STATUSPermanent All applications are strictly CONFIDENTIAL and only shortlisted candidates will be called in for interview. Applications are deemed UNSUCCESSFUL if there is no feedback from the EPF 2 MONTHS after the closing date of advertisement.