Job Description

Job Title:

Change Management Specialist

Job Summary:

The

Change Management Specialist

is responsible for facilitating, developing, enhancing, and maintaining the overall

Change Management process

in alignment with

ITIL best practices

. Acting as the primary point of contact for change control activities, this role ensures all changes are implemented efficiently, with minimal disruption to IT services. The specialist will also lead process improvement initiatives, chair the

Change Advisory Board (CAB)

, and ensure all procedures comply with internal policies and industry standards.

Core Responsibilities:Change Management & Governance

Serve as the

process owner

for Change Management, maintaining compliance with ITIL standards and company policies. Develop, implement, and maintain

change management plans

for projects and operational activities. Evaluate change requests to assess

impact, risk, and readiness

, ensuring changes are properly documented, approved, and executed. Act as

Chairperson of the Change Advisory Board (CAB)

to review and approve changes. Ensure changes are completed within approved

change windows

and identify opportunities for improvement when deviations occur. Track, analyze, and report on all change activities, ensuring accurate record-keeping in ITSM systems.

Continuous Improvement & Collaboration

Work with cross-functional teams to identify process gaps, monitor change execution, and drive improvement initiatives. Provide guidance and training to teams on Change Management processes and compliance. Collaborate closely with Infrastructure, Security, and Application teams to ensure smooth change coordination and minimal service disruption. Maintain effective communication with stakeholders to manage expectations and resolve conflicts related to change activities.

Process Compliance & Reporting

Prepare and deliver regular

change reports

for management and customer review. Ensure all documentation, including SOPs, manuals, and process workflows, adhere to

ISO standards

and internal governance requirements. Support

audit and compliance activities

, ensuring all change-related documentation and evidence are properly maintained.

Tools & Technical Competency

Use

BMC Helix ITSM

or equivalent tools (e.g.,

ServiceNow

,

OpenText

) for change tracking and reporting. Demonstrate intermediate proficiency in

Microsoft Office applications

(Excel, PowerPoint, Word). Stay updated with

industry trends

, emerging technologies, and ITIL-based process improvements.

Qualifications & Requirements:

Diploma or Degree in

Computer Engineering

,

Information Technology

, or a related discipline.

3-4 years

of experience in

Change Management

within IT Service Management or Operations. Hands-on experience with

ITSM tools

(BMC Helix preferred; ServiceNow or equivalent accepted). Strong understanding of

Infrastructure, Security, and Application

domains. Excellent analytical, decision-making, and problem-solving skills. Proven ability to manage multiple priorities and deliver results in a fast-paced environment. Strong communication and stakeholder management skills across all levels. Proficiency in

Cantonese, English, and Mandarin

. Willingness to work on

shift rotations

and

standby/on-call support

as required.

Desired Certifications:

ITIL Foundation v4

ITIL Specialist v4 Certification

Job Type: Full-time

Pay: RM11,000.00 - RM12,000.00 per month

Experience:

ITSM tools: 2 years (Preferred) Infrastructure, Security, and Application incident handling: 2 years (Preferred) Change Management: 1 year (Required)
Language:

Mandarin (Required)
Work Location: In person