Service Coordinator - Cyberjaya, SGR

Job Description

  The Service Management Support role will provide support to a key number of disciplines within the greater Service management team:

 

•Change Management

•Change / Problem Reporting Tasks

•Problem/Issue Management

 

Change Management:

The Change Management tasks include (in addition to Reporting):

•Logging of Change tickets within IBM tools

•Extracting detail as required for Audit purposes

•Providing backup/support to Change Management across accounts as required

•Act as a focal point for managing day to day changes in the defined environment(s).

 

This includes:

o Attending CAB

o Coordinating FCR distributions and agendas

o Lead times

o Closure of records

o Checking that back-out and contingency plans exist

o Impact statements are defined

o Data quality

o Test plan is in place

o Pre-testing in another environment has been considered

o Changes can be traced to an initiator

o Appropriate approval has been given

o Change checklists have been completed

•Provide change management advice and guidance to IBM and client staff.

•Review change requests for completeness and accuracy.

•Work with change owner to correct change record completeness.

•Handle all exceptions (such as rejected changes, schedule conflicts, fast-track changes)

•Daily monitoring and managing of the group mailbox

•Perform monitoring to ensure that change records are closed promptly.

•Ensure that work instructions are kept up to date.

•Identify the need for improvement to the Change Management process.

•Identify areas of the business that do not conform to the Change Management process.

•Highlight problems and issues requiring escalation (to the Manager, Change Management).

•Identify change trends and communicate to Manager, Change Management.

•Keep up to date with internal and external business changes.

•Assist with training in particular change tool (e.g. ManageNow/ISM) when required.

•Failed Change Reviews

 

Problem/Issue Management

The Problem/Issue Management tasks include (in addition to Reporting):

•Review of reporting to identify Problem and/or defects which should be addressed

•Extracting detail as required for Audit purposes

•Providing backup/support to Problem Management across accounts as required

Problem/Change Reporting:

The high level Reporting tasks provide support and administration of reporting used across the Service Management competencies.

•Producing Daily Metric Reporting for Change, Problem & Incident Management

•Producing Monthly Metric Reporting

•Failed Change Reporting

•KPI Reporting

•Using proactive activities to ensure agreed level of accuracy

Other tasks as directed by the NZ Change Manager Lead.

•Minimum of 1-2 years in a Service Management/Business role.

•Primary skillset is Change Management related.

•Process understanding and ability to conceptualise.

•Has a good understanding of the service delivery areas within Service Management.

•Has competency within a business environment and can relate the advantages of various technologies to defined business needs.

•Proven ability to apply knowledge of information technology and associated methods to attain project/business unit objectives.

•Ability to read and understanding SLA’s and client contracts.

•Clear and concise communication skills.

•Excellent written skills.

•Proactive.

•Ability to work within matrixed teams.

•Analytical thinking.

•Creative and innovative.

•Business focus.

•Ability to work under stress and to tight time frames.

•Ability to identify and separate issues

•Work under pressure

•Experienced and competent user of Microsft office products, especially Word, Excel and Powerpoint.

•Excellent communication skills, verbal and written.

•Ability to fully adopt and live IBM values

•Must be a self-motivated, team player

•Service Management

•Problem solving

•Change Management

•Communication

•Customer Service Focus

•ITIL Foundation level certification (min)

 

Required

    Associate’s Degree/College Diploma

    At least 3 years experience in Change Management

    English: Fluent

Preferred

    Bachelor’s Degree

 

Required Technical and Professional Expertise

The Service Management Support role will provide support to a key number of disciplines within the greater Service management team:

 

•Change Management

•Change / Problem Reporting Tasks

•Problem/Issue Management

 

Change Management:

The Change Management tasks include (in addition to Reporting):

•Logging of Change tickets within IBM tools

•Extracting detail as required for Audit purposes

•Providing backup/support to Change Management across accounts as required

•Act as a focal point for managing day to day changes in the defined environment(s).

 

 

Preferred Technical and Professional Experience

Problem/Issue Management

The Problem/Issue Management tasks include (in addition to Reporting):

•Review of reporting to identify Problem and/or defects which should be addressed

•Extracting detail as required for Audit purposes

•Providing backup/support to Problem Management across accounts as required

Problem/Change Reporting:

The high level Reporting tasks provide support and administration of reporting used across the Service Management competencies.

•Producing Daily Metric Reporting for Change, Problem & Incident Management

•Producing Monthly Metric Reporting

•Failed Change Reporting

•KPI Reporting

•Using proactive activities to ensure agreed level of accuracy

Other tasks as directed by the NZ Change Manager Lead.

 

Required Education

Bachelor’s Degree

Preferred Education

Bachelor’s Degree

Travel Required

No Travel

Is Extensive Time Away From Home Required?

No

EO Statement

IBM is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status. IBM is also committed to compliance with all fair employment practices regarding citizenship and immigration status.

Eligibility Requirements

•Minimum of 1-2 years in a Service Management/Business role.

•Primary skillset is Change Management related.

•Process understanding and ability to conceptualise.

•Has a good understanding of the service delivery areas within Service Management.

•Has competency within a business environment and can relate the advantages of various technologies to defined business needs.

 

Primary job category

Technical Services

Growth Play

None