19 Servicenow Administrator jobs in Malaysia

AIA Digital+ Kuala Lumpur City, Federal Territory of Kuala Lumpur, Malaysia

Senior Manager, Service Management

AIA Digital+ Kuala Lumpur City, Federal Territory of Kuala Lumpur, Malaysia

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Are you ready to shape a better tomorrow?

AIA Digital+ is a Technology, Digital and Analytics innovation hub dedicated to powering AIA to be more efficient, connected and innovative as it fulfils its Purpose to help millions of people across Asia-Pacific live Healthier, Longer, Better Lives.

If you are hungry and driven to play an active role in shaping a better tomorrow, we want to hear from you. Because the work we do at AIA Digital+ makes a difference in the lives of millions of people, every day. We will equip you with the critical skills, tools and technology, and endless opportunities to learn, contribute and thrive in a dynamic and exciting environment.

If you want to shape a brighter future at AIA Digital+, please read on.

About the role

The primary objective of the Senior Manager – IT Service Management is to ensure the smooth & continuous end-to-end operation of Incident and Problem processes across AIA. By effectively managing each of the critical IT service management functions, the incumbent will contribute to maintaining high levels of service availability, minimizing disruptions to business operations, and driving continuous improvement in service delivery and management across AIA.

Responsibilities include, but are not limited to, the following:

• Incident & Problem Management:
• Lead and manage the Incident Management process, ensuring timely resolution of incidents and minimizing impact on business operations.
• Coordinating & managing rapid and effective response to Critical, Major and High Severity Incidents, including escalation, follow through, dissemination of workarounds, or resolution advice and closure.
• Point of Contact for internal stakeholders for all high severity Incidents and ensuring timely, clear, accurate and punctual communications to internal stakeholders
• Lead and/or contribute to effective Post Incident Reviews - Engage teams for PIR activities, produce Post Incident Reports, as well as input to the Change and Problem Management Processes as and when required.
• Establish and maintain incident response procedures, including escalation paths and communication channels.
• Drive the Problem Management process to identify root causes of recurring incidents and proactively prevent their occurrence.
• Host and/or join problem review meetings and collaborate with technical teams and key stakeholders to investigate root causes and contributing factors, ensuring the implementation of identified corrective actions, preventive actions, and permanent solutions.
• Analyze incident trends by reviewing historical problems and root cause analysis to identify trends and opportunities for improvements across technology as well as implement measures to prevent incident recurrence.
• In conjunction with key vendors, identify and drive continuous service improvement opportunities to enhance Incident and Problem Management practices.
• Develop and maintain a known error database to facilitate faster resolution of future incidents.
• Ability to work across 24/7 coverage via Out of Hours/On Call Rota as required.
• Work closely with the Group & LBU IPC Teams, Technology Teams and external partners, fostering a culture of continuous improvement and accountability.
• Mentor and guide team members to enhance skills and capabilities.
• Ensure effective communication and collaboration within the team and with other teams within AIA and external parties.
• Provide training and education to all relevant team members particularly on Incident and Problem Management processes.
• Process Improvement:
• Continuously evaluate and refine IT service management processes to enhance efficiency, effectiveness, and alignment with industry best practices.
• Implement and/or leverage tools and technologies to automate and streamline service management activities.
• Monitor key performance indicators (KPIs) and metrics to measure process performance and identify areas for improvement

Experience:

• 8+ years relevant experience in managing large enterprise technology Incident and Problem Management.
• Excellent understanding and proven experience in ITSM implementation in a multi-site environment.
• Sound understanding of IT operating model design and best practices.
• Certification, ITIL, COBIT, Sigma and Prince or other.
• Ability to demonstrate independent leadership, judgment, and decision making.
• Ability to adjust to multiple and changing priorities, remaining flexible, open, and collaborative.
• Ability to create and maintain cooperative working relationships with internal and external stakeholders at all levels.
• Excellent analytical and communication skills to understand business context; and enquire, counsel, and present solutions in an understandable and simple manner.
• Be a self-starter and possess the confidence and skills to operate with and enjoy a high degree of autonomy.

Willing to work on 24/7 shift, weekly rotational and standby on weekend.

• 7am to 4pm (weekdays)
• 3pm to 12 am (weekdays)
• 10pm to 7am (weekdays)

Build a career with us as we help our customers and the community live healthier, longer, better lives.

You must provide all requested information, including Personal Data, to be considered for this career opportunity. Failure to provide such information may influence the processing and outcome of your application. You are responsible for ensuring that the information you submit is accurate and up-to-date.

Seniority level

• Seniority level Mid-Senior level

Employment type

• Employment type Full-time

Job function

• Job function Information Technology
• Industries IT Services and IT Consulting, Financial Services, and Insurance

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Head of Service Management - GTO page is loadedHead of Service Management - GTO Apply locations PSA | Kuala Lumpur - Menara Prudential @ TRX 15F time type Full time posted on Posted Yesterday job requisition id 25070278

Prudential’s purpose is to be partners for every life and protectors for every future. Our purpose encourages everything we do by creating a culture in which diversity is celebrated and inclusion assured, for our people, customers, and partners. We provide a platform for our people to do their best work and make an impact to the business, and we support our people’s career ambitions. We pledge to make Prudential a place where you can Connect, Grow, and Succeed.

The Head of Service Management will lead the IT Service Management team and oversee the strategy, implementation, and continuous improvement of IT service management processes. This role is pivotal in ensuring that IT services meet the needs of the business, achieve high levels of service quality, and deliver value to stakeholders.

Role and Responsibilities •

Strategy and Planning: • Develop and execute the IT service management strategy aligned with organizational goals. •

Lead the design and implementation of IT service management frameworks, methodologies, and processes. •

Ensure IT service management policies and procedures are well-documented and communicated. •

Service Delivery: o Oversee the delivery of IT services to ensure they meet or exceed service level agreements (SLAs). o Work closely with other IT leaders to ensure seamless service delivery and integration. o Manage the service desk and support functions, ensuring timely resolution of incidents and service requests. • Continuous Improvement: o Implement and manage continuous improvement processes to enhance service quality and efficiency. o Conduct regular reviews of IT service performance and identify areas for improvement. o Foster a culture of continuous improvement within the IT service management team. • Stakeholder Management: o Build and maintain strong relationships with key stakeholders, including business leaders and external partners. o Communicate IT service performance and improvement initiatives to stakeholders effectively. o Ensure customer satisfaction through regular engagement and feedback mechanisms. • Team Leadership: o Lead, mentor, and develop the IT service management team. o Ensure the team is equipped with the necessary skills and knowledge to perform their roles effectively. o Foster a collaborative and high-performance team culture

Qualifications • Bachelor’s degree in information technology, Computer Science, or a related field; a Master’s degree is preferred. • Minimum of 10 years of experience in IT service management or a related field, with at least 5 years in a leadership role. • Proven track record of implementing IT service management frameworks such as ITIL, COBIT, or ISO/IEC 2000. • Strong understanding of IT infrastructure, applications, and service delivery processes. • Excellent leadership, communication, and stakeholder management skills. • Ability to drive continuous improvement initiatives and manage change effectively. Key Competency • Strategic Thinking: Ability to develop and execute strategic plans that align with business objectives. • Leadership: Strong leadership skills with the ability to inspire and motivate teams. • Problem-Solving: Proficiency in identifying issues, assessing risks, and implementing solutions. • Communication: Excellent verbal and written communication skills, with the ability to engage effectively with all levels of the organization. • Customer Focus: Commitment to delivering high-quality IT services that meet the needs of the business. • Adaptability: Ability to manage multiple priorities and adapt to changing business needs.

Prudential is an equal opportunity employer. We provide equality of opportunity of benefits for all who apply and who perform work for our organisation irrespective of sex, race, age, ethnic origin, educational, social and cultural background, marital status, pregnancy and maternity, religion or belief, disability or part-time / fixed-term work, or any other status protected by applicable law. We encourage the same standards from our recruitment and third-party suppliers taking into account the context of grade, job and location. We also allow for reasonable adjustments to support people with individual physical or mental health requirements.

About Us

We are Prudential. For Every Life, For Every Future.

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Join to apply for the Head of Service Management - GTO role at Prudential Services Asia

Join to apply for the Head of Service Management - GTO role at Prudential Services Asia

Get AI-powered advice on this job and more exclusive features.

Prudential’s purpose is to be partners for every life and protectors for every future. Our purpose encourages everything we do by creating a culture in which diversity is celebrated and inclusion assured, for our people, customers, and partners. We provide a platform for our people to do their best work and make an impact to the business, and we support our people’s career ambitions. We pledge to make Prudential a place where you can Connect, Grow, and Succeed.

The Head of Service Management will lead the IT Service Management team and oversee the strategy, implementation, and continuous improvement of IT service management processes. This role is pivotal in ensuring that IT services meet the needs of the business, achieve high levels of service quality, and deliver value to stakeholders.

Role and Responsibilities

Strategy and Planning:

• Develop and execute the IT service management strategy aligned with organizational goals.

Lead the design and implementation of IT service management frameworks, methodologies, and processes.

Ensure IT service management policies and procedures are well-documented and communicated.

Service Delivery: o Oversee the delivery of IT services to ensure they meet or exceed service level agreements (SLAs). o Work closely with other IT leaders to ensure seamless service delivery and integration. o Manage the service desk and support functions, ensuring timely resolution of incidents and service requests.

• Continuous Improvement: o Implement and manage continuous improvement processes to enhance service quality and efficiency. o Conduct regular reviews of IT service performance and identify areas for improvement. o Foster a culture of continuous improvement within the IT service management team.
• Stakeholder Management: o Build and maintain strong relationships with key stakeholders, including business leaders and external partners. o Communicate IT service performance and improvement initiatives to stakeholders effectively. o Ensure customer satisfaction through regular engagement and feedback mechanisms.
• Team Leadership: o Lead, mentor, and develop the IT service management team. o Ensure the team is equipped with the necessary skills and knowledge to perform their roles effectively. o Foster a collaborative and high-performance team culture
  
  
  

Qualifications

• Bachelor’s degree in information technology, Computer Science, or a related field; a Master’s degree is preferred.
• Minimum of 10 years of experience in IT service management or a related field, with at least 5 years in a leadership role.
• Proven track record of implementing IT service management frameworks such as ITIL, COBIT, or ISO/IEC 2000.
• Strong understanding of IT infrastructure, applications, and service delivery processes.
• Excellent leadership, communication, and stakeholder management skills.
• Ability to drive continuous improvement initiatives and manage change effectively. Key Competency
• Strategic Thinking: Ability to develop and execute strategic plans that align with business objectives.
• Leadership: Strong leadership skills with the ability to inspire and motivate teams.
• Problem-Solving: Proficiency in identifying issues, assessing risks, and implementing solutions.
• Communication: Excellent verbal and written communication skills, with the ability to engage effectively with all levels of the organization.
• Customer Focus: Commitment to delivering high-quality IT services that meet the needs of the business.
• Adaptability: Ability to manage multiple priorities and adapt to changing business needs.
  
  
  

Prudential is an equal opportunity employer. We provide equality of opportunity of benefits for all who apply and who perform work for our organisation irrespective of sex, race, age, ethnic origin, educational, social and cultural background, marital status, pregnancy and maternity, religion or belief, disability or part-time / fixed-term work, or any other status protected by applicable law. We encourage the same standards from our recruitment and third-party suppliers taking into account the context of grade, job and location. We also allow for reasonable adjustments to support people with individual physical or mental health requirements.

Seniority level

• Seniority level Executive

Employment type

• Employment type Full-time

Job function

• Job function Management and Manufacturing

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The Service Management Coordinator (Japanese Speaker) role in the Technology & Telecoms industry focuses on ensuring seamless customer service operations. This position requires expertise in managing service delivery processes and maintaining high-quality customer interactions.

Client Details

This opportunity is with a large organization in the Technology & Telecoms industry, known for its commitment to innovation and customer satisfaction. The company operates globally and provides employees with a collaborative and professional work environment in Malaysia.

Description

• Oversee daily operations of the Service Delivery Center to ensure efficient service delivery.
• Manage customer queries and complaints, ensuring timely and effective resolution.
• Collaborate with internal teams to optimize service processes and workflows.
• Monitor performance metrics to identify areas for improvement and implement solutions.
• Develop and maintain strong relationships with key stakeholders and clients.
• Support the implementation of new tools and technologies to enhance service delivery.
• Ensure compliance with company policies and industry regulations.
• Provide regular reports on service performance and customer satisfaction.

Profile

A successful Service Management Coordinator (Japanese Speaker) should have:

• Candidates with 2-3 years of service coordination experience, preferably in an IT services environment, or other relevant coordination roles, are preferred.
• Proficiency in Japanese (N1-N2) and English (speak, read and write); Mandarin will be an added advantage.
• Proficiency in managing service delivery processes and resolving customer issues.
• Knowledge of performance metrics and reporting tools.
• Ability to work collaboratively with internal teams and external stakeholders.
• Excellent problem-solving and organizational skills.
• Familiarity with industry regulations and best practices.

Job Offer

• Hybrid working arrangement
• Opportunities for growth and professional development.
• Supportive and collaborative company culture.
• Exposure to cutting-edge tools and technologies in the Technology & Telecoms industry.

If you are passionate about customer service and looking for a challenging yet rewarding role in Malaysia, we encourage you to apply!

To apply online please click the 'Apply' button below. For a confidential discussion about this role please contact Yin Ern Ngo +60323024029.
Agensi Pekerjaan Michael Page International (Malaysia) Sdn Bhd | Registration No.914741-W.

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Senior Manager, Service Management Office

• Full-time

About Grab and Our Workplace

Grab is Southeast Asia's leading superapp. From getting your favourite meals delivered to helping you manage your finances and getting around town hassle-free, we've got your back with everything. In Grab, purpose gives us joy and habits build excellence, while harnessing the power of Technology and AI to deliver the mission of driving Southeast Asia forward by economically empowering everyone, with heart, hunger, honour, and humility.

Get to know the team:

At Grabber Technology Solutions (GTS), we revolutionise the technology experience for every Grabber. Our mission is to empower our team with seamless and innovative solutions that enhance their daily work. We are a diverse group of forward-thinkers committed to creating personalised IT experiences. If you're passionate about customer-centric innovation and eager to make a significant impact on technology at Grab, come join us and help shape the future of technology.

This role will be based in Malaysia and onsite.

Get to know the Role:

Reporting to the Head of Business Integration & Innovation, this role will lead the overall service management practice for GTS and manage Grab’s internal service management platform. The service management practice includes coverage for service, incident, problem, change, release, configuration, validation, and testing. The candidate we are looking for is someone with a strong background in service management best practices, with a strong product mindset and stakeholder management skills.

If you are passionate about building a strong service management office, we offer you the opportunity to do so in a forward-thinking and fast-paced technology environment.

The Critical Tasks You Will Perform:

• Lead a team that oversees our internal service management platform to enable highly positive user and Grabber experience
• Lead a team of service management practitioners in defining, implementing, and managing service management processes
• Lead post-mortem of high-impact incidents and work with service/business owners to formulate action plans
• Be the advocate for good service management practice and improve process awareness and adherence
• Work closely with leadership teams, technical teams, operations teams, and project teams to align best practices
• Accountable for service metrics reporting and continuous service improvement on service quality and efficiency

What Skills You Will Need

• At least 15 years of experience in the IT service management domain and/or management of ITSM platforms (e.g., FreshService, ServiceNow) in multinational environments
• Experience in implementing and improving service management practices that have a real, positive impact on IT services
• Good hands-on knowledge of managing service management platforms
• Proven track record of leading service management practitioners; coaching and growing the team in skills and capabilities
• Experience in vendor management, commercial negotiations, procurement, and budget management

The Nice-to-Haves:

• Experience in business process automation
• ITIL Expert (v3) / Managing Professional (v4) certified

Life at Grab

We care about your well-being at Grab. Here are some of the global benefits we offer:

• Term Life Insurance and comprehensive Medical Insurance
• With GrabFlex, create a benefits package that suits your needs and aspirations
• Celebrate moments that matter in life with loved ones through Parental and Birthday leave, and give back to your communities through Love-all-Serve-all (LASA) volunteering leave
• Confidential Grabber Assistance Programme to guide and uplift you and your loved ones through life's challenges
• FlexWork arrangements such as differentiated hours to balance personal commitments and life's demands

What We Stand For At Grab

We are committed to building an inclusive and equitable workplace that provides equal opportunity for Grabbers to grow and perform at their best. We consider all candidates fairly and equally regardless of nationality, ethnicity, race, religion, age, gender, family commitments, physical and mental impairments or disabilities, and other attributes that make them unique.

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About Grab and Our Workplace

Grab is Southeast Asia's leading superapp. From getting your favourite meals delivered to helping you manage your finances and getting around town hassle-free, we've got your back with everything. In Grab, purpose gives us joy and habits build excellence, while harnessing the power of Technology and AI to deliver the mission of driving Southeast Asia forward by economically empowering everyone, with heart, hunger, honour, and humility.

Get to know the team:

At Grabber Technology Solutions (GTS), we revolutionise the technology experience for every Grabber. Our mission is to empower our team with seamless and innovative solutions that enhance their daily work. We are a diverse group of forward-thinkers committed to creating personalised IT experiences. If you're passionate about customer-centric innovation and eager to make a significant impact on technology at Grab, come join us and help shape the future of technology.

This role will be base in Malaysia and onsite.

Get to know the Role:

Reporting to the Head of Business Integration & Innovation, this role will lead the overall service management practice for GTS and manage Grab’s internal service management platform. The service management practice includes coverage for service, incident, problem, change, release, configuration, validation and testing. The candidate we are looking for is someone with a strong background in service management best practices with a strong product mindset and stakeholder management skills.

If you are passionate about building a strong service management office, we offer you the opportunity to do so in a forward-thinking and fast-pace technology environment.

The Critical Tasks You Will Perform:

• Lead a team that oversees our internal service management platform to enable highly positive user and Grabber experience
• Lead a team of service management practitioners in defining, implementing, and managing service management processes
• Lead post mortem of high impact incidents and work with service/business owners to formulate action plan
• Be the advocate for good service management practice and improve process awareness and adherence
• Work closely with leadership teams, technical teams, operations teams and project teams to align best practices
• Accountable for service metrics reporting and continuous service improvement on service quality and efficiency

What Skills You Will Need

• At least15years experience in IT service management domain and/or management of ITSM platforms (e.g. FreshService, ServiceNow) in a multinational environments
• Experienced in implementing and improving service management practices that have real, positive impact on improving IT services
• Good hands-on knowledge of managing service management platforms
• Proven track record of leading service management practitioners; coaching and growing the team in skills and capabilities
• Strong senior stakeholder management skills
• Experience in vendor management, commercial negotiations, procurement, and budget management

The Nice-to-Haves:

• Experience in business process automation
• COBIT 5 Foundation certified
• ITIL Expert (v3) / Managing Professional (v4) certified
• IT service desk experience
• Lean/Six Sigma certified

Life at Grab

We care about your well-being at Grab, here are some of the global benefits we offer:

• We have your back with Term Life Insurance and comprehensive Medical Insurance.
• With GrabFlex, create a benefits package that suits your needs and aspirations.
• Celebrate moments that matter in life with loved ones through Parental and Birthday leave , and give back to your communities through Love-all-Serve-all (LASA) volunteering leave
• We have a confidential Grabber Assistance Programme to guide and uplift you and your loved ones through life's challenges.
• Balancing personal commitments and life's demands are made easier with our FlexWork arrangements such as differentiated hours

What We Stand For At Grab

We are committed to building an inclusive and equitable workplace that provides equal opportunity for Grabbers to grow and perform at their best. We consider all candidates fairly and equally regardless of nationality, ethnicity, race, religion, age, gender, family commitments, physical and mental impairments or disabilities, and other attributes that make them unique.

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2 months ago Be among the first 25 applicants

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We are looking for a dedicated, ambitious, and self-driven individual who will work closely with customers and foster strong relationships with them.

This role serves as the primary coordinator, working with our Customer Service Support engineers and our customers to manage complex technical reactive support to resolution and provide insights into operational health opportunities for a designated portfolio of accounts. The objective of this role is to be the Customer Advocate and facilitate the resolution of reactive issues through the following key activities:

Represent the customer’s business impact

Support the end-to-end problem resolution

Problem identification against the case portfolio

Key Role Responsibilities

Technical Know-How

Knowledgeable in products such as Windows, Azure, Cloud, or any related tools/technologies

Incident Management

Knowledgeable in IT Service Management process

Monitor reactive cases owned by internal support organizations

Ensure correct case reporting and trending is in place for account team and customer, enabling conversations, planning, and delivery for ongoing customer operational health.

Relationship Management

Know the customer and understand our customer’s expectations with their reactive support experience

Focus on critical issues to ensure customer satisfaction

Set proper expectations with customers for support

Proactive management of reactive experience

Acknowledge and respond to customers' requests promptly

Anticipate risk and escalations based on customer context

Escalation Handling

Handle high-risk escalations and gather/analyze information as needed to support the customer

Understand the cause of the escalation, its business impact, and level of urgency from Customer and other stakeholders

Ensure clear communication channels are established and documented with the customer and enable effective cross group collaboration

Critical Thinking

Work with engineers as needed to investigate the customer issue further to understand the root cause to drive prevention

Establish a customer obsession approach that puts the customer and the customer operational health in the center

Required :

Degree holders with minimum 3 years of experience in supporting enterprise technologies or equivalent

Strong Korean and English proficiency, written and verbal communication skills

Experienced in customer service, with a focus on empathy and active listening skills

Positive, energetic, enthusiastic attitude

Strong attention to detail

Excellent at multi-tasking & task prioritization

Skilled use of the Microsoft Office Suite, e.g. Word, Outlook, PowerPoint, etc.

Ability to apply judgement in high pressure situations with minimal external guidance

Preferred :

Understanding of reactive case lifecycle and troubleshooting methodology

Track record in successfully coordinating activities that involve cross-team of internal/external contacts

ITIL Foundation certified (or equivalent)

Additional Details:

Regular working hours from Monday to Friday, 8AM – 5PM

Work arrangement type: Fully return to office

Seniority level

• Seniority level Mid-Senior level

Employment type

• Employment type Full-time

Job function

• Job function Information Technology
• Industries Business Consulting and Services

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Join to apply for the IT Service Management Team Lead - Korean Speaker role at Accenture Southeast Asia

1 week ago Be among the first 25 applicants

Join to apply for the IT Service Management Team Lead - Korean Speaker role at Accenture Southeast Asia

Overview:

As a team leader you are responsible for supervising, managing and motivating team members (less than 10 in a team) daily. You should also be able to act proactively to ensure smooth team operations and effective collaboration. In addition, this position establishes and manages relationships of team member into Accenture style of working and Project requirements. This position also promotes a team-oriented environment through people development, strong leadership, continuous improvement.

Primary responsibility is to ensure smooth function of client operations and client management.

Secondary responsibility includes and not limited to people management and metrics management

Roles included:

Leading a team, delivering a high level of customer service

Performing gap analysis

Client/stakeholder management

Providing feedback & coaching

Supporting recruitment of new members

Contacts:

The lead will interact with the following people on a weekly basis:

Project Delivery Lead and Operations Manager

Training and Quality teams

Client / GSO (As applicable)

Job Requirements:

A minimum of 3-5 years of experience in leading a team and supporting enterprise technologies or equivalent

Have a good understanding of the ITIL process

Excellent verbal and written communication skills in English and Korean

Strong analytical and problem-solving abilities

Continuous improvement focus – result oriented

Skilled in MS Office including MS excel, word and PowerPoint be highly preferred

Seniority level

• Seniority level Mid-Senior level

Employment type

• Employment type Full-time

Job function

• Job function Information Technology
• Industries Business Consulting and Services

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Federal Territory of Kuala Lumpur, Malaysia 1 week ago

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2 months ago Be among the first 25 applicants Get AI-powered advice on this job and more exclusive features. We are looking for a dedicated, ambitious, and self-driven individual who will work closely with customers and foster strong relationships with them.

This role serves as the primary coordinator, working with our Customer Service Support engineers and our customers to manage complex technical reactive support to resolution and provide insights into operational health opportunities for a designated portfolio of accounts. The objective of this role is to be the Customer Advocate and facilitate the resolution of reactive issues through the following key activities:

Represent the customer’s business impact

Support the end-to-end problem resolution

Problem identification against the case portfolio

Key Role Responsibilities

Technical Know-How

Knowledgeable in products such as Windows, Azure, Cloud, or any related tools/technologies

Incident Management

Knowledgeable in IT Service Management process

Monitor reactive cases owned by internal support organizations

Ensure correct case reporting and trending is in place for account team and customer, enabling conversations, planning, and delivery for ongoing customer operational health.

Relationship Management

Know the customer and understand our customer’s expectations with their reactive support experience

Focus on critical issues to ensure customer satisfaction

Set proper expectations with customers for support

Proactive management of reactive experience

Acknowledge and respond to customers' requests promptly

Anticipate risk and escalations based on customer context

Escalation Handling

Handle high-risk escalations and gather/analyze information as needed to support the customer

Understand the cause of the escalation, its business impact, and level of urgency from Customer and other stakeholders

Ensure clear communication channels are established and documented with the customer and enable effective cross group collaboration

Critical Thinking

Work with engineers as needed to investigate the customer issue further to understand the root cause to drive prevention

Establish a customer obsession approach that puts the customer and the customer operational health in the center

Required :

Degree holders with minimum 3 years of experience in supporting enterprise technologies or equivalent

Strong Korean and English proficiency, written and verbal communication skills

Experienced in customer service, with a focus on empathy and active listening skills

Positive, energetic, enthusiastic attitude

Strong attention to detail

Excellent at multi-tasking & task prioritization

Skilled use of the Microsoft Office Suite, e.g. Word, Outlook, PowerPoint, etc.

Ability to apply judgement in high pressure situations with minimal external guidance

Preferred :

Understanding of reactive case lifecycle and troubleshooting methodology

Track record in successfully coordinating activities that involve cross-team of internal/external contacts

ITIL Foundation certified (or equivalent)

Additional Details:

Regular working hours from Monday to Friday, 8AM – 5PM

Work arrangement type: Fully return to office

Seniority level

Seniority level Mid-Senior level Employment type

Employment type Full-time Job function

Job function Information Technology Industries Business Consulting and Services Referrals increase your chances of interviewing at Accenture Southeast Asia by 2x Get notified about new Information Technology Service Management Analyst jobs in

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