Job Description

We are seeking a Service Management Engineer to support our internal users in a growing business in the technology industry. The successful candidate will play an important role in providing Service Management capabilities to the entire IT organization which services our business in the region.
Responsibilities:
The candidate will be required to work with key business and IT partners to define and implement Service Management capabilities such as:

• ITSM processes (e.g. Incident and Problem Management)
• Service Governance (defining and measuring SLAs)
• Service Continuity
• Management Reporting
• Take ownership of SOP documentation and knowledge base, maintain and keep the info up-to-date.
• Our supporting scopes include but are not limited to end-user devices (Windows/MAC/Mobile etc.), conference technology (A/V & Web Conference), and applications/ software within the site corporate environment.
• Drive continuous service improvement plan in the area of technology-related matters affecting end-user productivity and improving user experience satisfaction.
• Implement the service management system in APAC regions, including service catalog design, service fulfillment process design, feedback, and evaluation system construction.
• Interact daily with other technical staff, work on assignments and deliver services to end-users.
• Work closely with all users and management for issue resolutions, monitoring of our corporate IT infrastructure, and drive service improvement to assist in its growth.
• Lead initiatives/projects to drive technical improvement and user satisfaction may required.
• Diploma and above or equivalent practical experience
• 3 + years of work experience in service management (ITSM) or operations management (ITOM).
• Basic development capabilities for certain types of BI tools (e.g. Power BI, tableau) or big data platforms (e.g. Splunk)
• Familiar with IT Service management related methodologies (e.g. ITIL , Cobit, etc.)
• Familiar with Ticketing systems (e.g. ServiceNow or BMC Remedy), implementation experience is a plus.
• Familiar with project management methods ( PMP or Prince2) is a plus.
• Experience in providing IT support to business users in large organizations preferred

• Strong understanding of IT concepts regarding hardware and software, networking, data storage, data backups, and monitoring.
• Excellent communication skills (oral and written) in English.
• Good problem-solving skills, ability to troubleshoot and resolve issues without unnecessary escalation to higher levels of support.
• Team player with collaborative mindset, able to consider the "big picture" during decision making process.
• Willingness to learn and develop in both areas of technical and soft skills.
• Experience in inventing and driving IT policy and documentation.
• Inspire and bring out the best in the team members.
• Accountability of projects/task being assigned.
• Delegate and empower team members.
• Effectiveness of utilizing available resources to achieve goals.
• Outstanding interpersonal, presentation skills, able to work well with people from varying seniority levels in the organization, geographies
• Proficient in analytical skills to perform data and trend analysis
• Self-motivated and can work independently