Job Description

Job Title: IT Service Management (ITSM) Analyst / IT Operations Analyst

Job Summary

We are seeking a proactive and detail-oriented

IT Service Management (ITSM) Analyst / IT Operations Analyst

to support day-to-day IT operations with a primary focus on

Incident and Problem Management

, along with a secondary responsibility for

Project Financial Tracking and Reporting

.

This role is ideal for a mid-level professional (Level 2 or 3) who can work independently, manage multiple priorities, and support both

ITIL-based operational processes

and

project financial governance

.

Key Responsibilities

IT Service Management & Operations

Manage and coordinate

Incident and Problem Management

activities to ensure timely resolution and minimal business impact. Perform

root cause analysis (RCA)

and drive corrective and preventive actions. Ensure

SLA adherence

, service quality, and compliance with ITSM processes. Support

Change, Release, and Deployment coordination

, including risk assessment and version control awareness. Prepare and distribute

incident reports, post-incident reviews, and operational status updates

. Actively follow up on open issues and manage escalations effectively.

Process, Governance & Tools

Apply

ITIL best practices

across Incident, Problem, Change, and Release Management. Utilize

ITSM tools

(e.g., ServiceNow) for ticket management, reporting, and analytics. Ensure compliance with change management workflows and governance standards.

Project & Stakeholder Management

Plan and execute

small to medium-sized projects

, particularly related to deployments, enhancements, or problem remediation. Coordinate with cross-functional technical teams and business stakeholders. Provide regular project status updates and ensure deliverables are met on time.

Financial & Budget Management

Track project and operational costs, budgets, and expenditures. Prepare

financial summaries, forecasts, budget utilization, and variance reports

. Validate vendor invoices and ensure financial accuracy for IT-related activities. Support financial governance for IT projects and operational initiatives.

Required Skills & Qualifications

Proven experience managing IT operational tasks

independently

for several years. Strong working knowledge of

ITIL frameworks

, especially Incident, Problem, and Change Management. Hands-on experience with

ITSM tools

(preferably ServiceNow). Excellent troubleshooting, analytical, and

root cause analysis

skills. Good understanding of deployment coordination and release/version management practices. Strong communication skills with the ability to present clear status reports and summaries. Experience in

project financial tracking, budgeting, and cost management

. Strong stakeholder management and coordination skills.

Preferred Profile

Level 2 or Level 3 IT operations professional. Experience supporting both

IT operations and project financial governance

. Ability to work in a fast-paced, multi-priority environment with minimal supervision.
Job Type: Full-time

Pay: RM9,000.00 - RM13,000.00 per month

Benefits:

Health insurance Maternity leave Opportunities for promotion Professional development
Work Location: In person