Senior Analyst - ITIL ISO20K (Service Quality and Improvement)

JOB SUMMARYThe IT Service Quality & Improvement Senior Analyst plays a key role in driving service excellence, compliance, and continuous improvement within IT operations. Reporting to the ITSM Service Quality and Improvement Lead, the analyst champions ISO/IEC 20000-1:2018 standards, manages audit activities, and supports service quality initiatives to ensure operational efficiency, compliance, and alignment with organizational goals.JOB DUTIES & RESPONSIBILITIESThe Service Quality and Improvement Analyst (ITIL ISO20K) is the champion on ITIL ISO/IEC 20000: 2018 IT Service Management. Will report to ITSM Service Quality and Improvement lead.ISO/IEC 20000: 2018 IT Service Management:Champion the ISO/IEC 20000: 2018 IT Service Management (ITSMS ISO 20000:2018) management at Digital Service Management Section within Digital Technology Division.Work alongside the Service Management and Service Owner teams to ensure the compliancy ISO/IEC 20000:2018 compliance requirements are met and in line with key deliverables.Manage 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.Review the compiled list of outstanding ISO20K audit finding by internal and external auditors and follow up with the action owners on the resolution and evidence gatheringEnsure issues and gaps highlighted by internal and external auditors being track and resolved.Service Quality:Assist on implementing and maintaining IT service quality standards, analysing Ops data, analysing performance metricsGenerate reports and dashboards to communicate to relevant stakeholders.Provide Recommendation and solutionAble to anticipate potential issues and proactively address them.QUALIFICATIONS Must 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 seven (7) years of 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. Proven history in ISO compliance is required.Able to communicate effectively (both verbal and written) in a professional manner with technical and non-technical personnel.Capable of working 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 various 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.