Senior Analyst (Service Quality and Improvement)

JOB SUMMARYThe IT Service Quality & Improvement Senior Analyst is the champion for service excellence, improvement and compliance. This role is responsible for assisting the lead and the Service Quality and Improvement team for establishing, maintaining, and managing improvement of IT Operation via IT Service Management in line with organizational objectives and the requirements of ISO/IEC 20000-1. The senior analyst manage that all IT operation delivery weakness is improved and delivered with verifiable quality, efficiency, and compliance.JOB DUTIES & RESPONSIBILITIESService QualityDevelop and Govern Quality Standards: Establish, implement, and maintain IT service quality standards and processes, ensuring alignment with ITIL best practices and ISO/IEC 20000: 2018 requirementsManage the ISO/IEC 20000: 2018 activities (internal/external audit preparation, quarterly ISO/IEC 20000: 2018 forum and reporting etc)Audit Liaison: Act as the primary subject matter expert during all internal and external ISO 20000 audits, ensuring operational teams successfully demonstrate control effectivenessCompliance Verification: Plan and execute regular process audits and quality assurance checks across ITIL and ISO/IEC 20000 processes to ensure adherence to documented procedures and quality controls required for audit readinessOperational Data Analysis: Analyze IT Service Management (ITSM) Operations data using tools like Power BI or equivalent platforms to aggregate and analyze data from ITSM systems and other relevant sources any other relevant tools to identify performance metrics, trends, and anomalies.Manage Quality Reporting: Design and deliver executive-level service quality dashboards, communicating performance against SLAs and quantifying the business impact of quality issues.Reporting and Communication: Generate and communicate clear reports and dashboards to stakeholders, quantifying service quality status and recommending data-backed improvements.Service ImprovementStrategic Improvement Roadmaps: Contribute to the overall IT Operations strategy by proposing and scoping data-driven initiatives for continuous improvement (CSI), focusing on enhancing service efficiency and customer experience.CSI Program Direction: Own and drive the operational Continual Service Improvement (CSI) program, utilizing structured methodologies (like Lean, Six Sigma, and ITIL's PDCA cycle) to achieve tangible efficiency and stability gains.Derive Actionable Insights: Translate complex data analysis into actionable insights, specifically targeting the identification of recurring incidents, process bottlenecks, and quality issues.Identify areas for improvement and driving continuous service improvement initiatives.Proactive Risk & Solution Management: Anticipate potential service issues based on trends and proactively develop solutions and mitigation strategies to optimize service delivery and enhance decision-making.Collaborate with Service Owners, Process Owners, and relevant stakeholders to analyze service performance metrics, identify areas for improvement and prioritize SIP initiatives.Monitor progress of Service Improvement actions, track key milestones and report on outcomes to senior management and relevant teams.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 seven (7) years of experience working in an IT service environment within a complex and diverse organization.Must have ITIL-based 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 track record in ISO compliance.Previous experience in a customer-facing role such as Incident Manager, Problem Manager, or within a Shared Services Environment is an advantage.Able to communicate effectively (both verbal and written) in a professional manner with technical and non-technical personnel.Capable of working productively in environments with potentially limited resources.A self-starter who can work well both independently and in a team environment.Flexible and adaptable, with the ability to work in ambiguous situations.Possess 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.Will report to service quality and improvement head.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.