Senior Analyst HPSM/Tool

Methods and Standards

• Plan, coordinate and manage ITSM tool programs, applying ITIL best practice as best suits the organization’s business situation and goals
• Plan, coordinate and manage improvements to ITSM processes and IT service delivery in order to increase efficiency, effectiveness, and cost effectiveness
• Plan, coordinate and manage project related matters that require ITSM tool involvement. Ensure product quality in project up to expectation.
• Plan, support, manage and control Continual Service Improvement programs to increase IT service delivery customer satisfaction
• Assist in research and development of solutions & tools that related to ITSM that would bring value to the bank.

ITSM Process Improvements

• Involve and coordinate selection of subject matter expert (vendor) and automated tools
• Involve and coordinate negotiation session with vendor to value proposal for vendors’ consultancy, training and tools usage.
• Plan and coordinate awareness campaigns , communications management and certification initiatives across IT.
• Coordinate and involve in selection and endorsement of process owners and their roles & responsibilities.
• Plan and conduct survey, analyses and validate results to ascertain maturity levels.
• Set and communicate improved target levels for maturity level and plan, direct, manage and priorities improvement programs.

Program Coordination and Reporting

• Coordinate and involve in acquire project management, vendor and contract management, reporting / documentation and communication skills.
• On the job training and research to improve knowledge on IT Infrastructure Service Improvement.
• Plan and coordinate continuous learning activities relates to standards and best practices i.e. ITIL and COBIT and coordinate certifications program.

Governance/ Compliance

• Follow up on actions to resolve issues identified.
• Assist and involve to ensure guideline set adhering to policies and procedures govern by internal and external auditors.

Requirements:
• Minimum 5 - 8 years experiences in ITSM tools for SD, IM, PM, CM and other modules (ITIL best practices).
• Technical understanding on infrastructure, systems and application related to Banking Application.
• Value added on understanding and experience in Network such as DNS, DHCP, SNMP, IPTABLES, FIREWALL and TCPIP.
• Minimum >3 years experiences in Windows/LINUX/Database server in Virtualized environment and familiarity with Network equipment such as Router, Switch, Load Balancer & Appliance.