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Responsibilities

  • Work with client (where required) and internal cross-functional teams to define robust, efficient and effective IT Service Management processes
  • Analyse process data and implement process improvements, to remove process inefficiencies and improve customer experience
  • Conduct process audits and provide independent assessments on compliance to defined processes and process effectiveness
  • Define, review and update quality management policies, processes and best practice methodologies
  • Participate in process automation initiatives to improve efficiency and consistency of business process practices
  • Educate and enable staff on ICT project related processes, methodologies and usage of project QA tools
  • Provide project quality assurance support to project teams
  • Provide presales support on ITSM, QA standards, processes and methodologies

Requirements

  • A bachelor’s degree or higher in Information Technology or related field
  • At least 7 years’ of IT experience with at least 3 years working in ITSM fields and QA areas
  • Experience with one or more ITSM solutions such as ServiceNow
  • ITIL v3 Foundation certification or higher; and have good understanding of issues in applying ITSM and ITIL frameworks to real-life environments
  • Experience and knowledge of ISO9001, ISO 20000
  • Knowledge of Agile Development Methodology;
  • Experience in developing and executing QM plan;
  • Knowledge of test automation;
  • Knowledge of microservices development, cloud technology software development best practices including DevOps CI/CD;
  • Meticulous, organized & systematic with strong problem solving, process analysis skills
  • Excellent written and persuasive communication skills and able to manage internal and external stakeholders