Our Client is a chain of operational centres that form an integral part of a global Oil & Gas giant. They influence business development for the business globally, enabling the work of 93,000 employees in over 70 countries across the world. They are focused on driving excellent corporate performance in Human Resource, Finance Operations, Customer Operations, Supply Chain (Order to Delivery), Contracting and Procurement, Legal Services Global Operations and Creative Solutions. They are seeking for a Request & Change Coordinator to ensure effective coordination of activities to fulfill the request. This is a multi-discipline role that offers diversity of tasks to ensure that there is growth for individuals. You will work with 3rd party suppliers, Business delivery organizations, LOI GCMC, Service Managers, and Component and Operate Landscape Managers to ensure effective request fulfillment.
Skilled in executing and managing operational ITIL processes specifically in Request & Change Management with technical skills in Service Now and data migration activities.
Compulsory experience
Skilled in executing and managing operational ITIL processes specifically in Request & Change Management with technical skills in Service Now and data migration activities.
What You Will Do
-
Provides effective coordination of all Connectivity requests and change tickets.
-
Ensures that the workflow needed to fulfill Connectivity requests and changes operates effectively.
-
Provides advice and guidance to stakeholders specifically how the Connectivity Request and Change function process and tooling underpins the efficient and effective E2E execution of the IT service Life Cycle.
-
Creates and analyses process performance reports enabling monitoring of compliance against CSLs and KPIs and raises back to green plans as needed to drive Operational Excellence.
-
Meeting all the requirements of the various ITIL support processes whilst keeping the Request & Change Management process fit for purpose and cost effective.
-
Coordinate and plans changes effectively to ensure there are no colliding priorities or conflicting changes:
• Review requests for change for completeness and work with project, Implementation team as needed
• Create change ticket in Service Now as per the information from the Project Manager
• Is the fulcrum of the change and communicate change ticket numbers to Project Manager and associated teams
• Monitor approvals to ensure reporting deadlines are met to secure approvals prior to the start date / time
• Ensures the Compliance and Control are met in all changes
• Once the change is completed, is responsible ensuring that the change tasks, ticket is closed with all evidences attached.
-
Coordinates the work queues of request fulfilment support staff (first and second line):
• Monitors progress of approval as well as provisioning tasks against agreed SLA targets
• Identifies and documents appropriate follow-up actions when a provisioning task fails
• Informs fulfilement team of the due date of the request changes
• Validates and supports Request catalogue workflow corrections
• Documents lessons learned and improvement actions
What You Need:
-
Graduate / Post Graduate in an IT related degree with 5 to 8 years of corporate IT experience.
-
ITIL certifications at both the foundation and immediate level, preferably in Service Transition & Operations.
-
Experience with presenting ideas to stakeholders and influencing people without formal authority is highly desirable.
-
Strong interpersonal and communication skills both verbal and written using different mediums.
-
Knowledge of other ITIL processes such across the ITSM suite of process management .
-
Skilled in being able to work independently across different organizational boundaries in a globally and virtual environment.
What's On Offer:
-
Offered Salary
:
Up to RM 10,000
-
Working hours
:
40 hours spread over 5 days a week.
-
Type
-
Work Location
:
Contract
:
Cyberjaya, Malaysia
-
Offered Benefits
:
On-Going Professional and Technical Training and Certifications, Smart Casual Everyday, Global Internal Job Opportunities Available, Unlimited Outpatient Medical, Home Office Possibilities and more!
Ease of access: Central HQ location