Job Description

The Role: We are seeking an experienced ITSM Senior Analyst to manage our FreshService environment and L3 support team. Based onsite in Kuala Lumpur , this candidate will drive platform excellence and report to the Manager for Service Management Solutions Office in Kuala Lumpur office.

Core Deliverables

1. Platform Governance and Optimization:

• Platform Health and Performance: Oversee the daily operation, health monitoring, configuration management, and optimization of the platform to ensure maximum uptime, reliability, and performance.
• Feature Roadmapping: Drive the continuous improvement lifecycle, identifying, prioritizing, and implementing new features, modules (e.g., Asset Management, Service Catalog, Knowledge Management), and integrations that align with evolving business needs. 
• Interface with other software: Experience with Application Programming Interfaces between FreshServices and other applications.

͏

2. Operational Management:

• L3 Support Oversight: Lead and manage the dedicated L3 support and development team, setting clear performance objectives and managing workflows. 
• Performance and Quality: Establish, monitor, and enforce high-performance standards, ensuring all incident, problem, and change management processes are executed efficiently and meet agreed-upon Service Level Agreements (SLAs). 
• Process Improvement: Champion the adoption of best practice ITSM processes (based on ITIL principles) across the team and the organization, driving efficiency and reducing recurring issues.

͏

3. Stakeholder Alignment and Business Partnership:

• Strategic Communication: Act as the primary interface and communication bridge between highly technical service management teams and non-technical business units across the organization.
• Requirements Translation: Gather, analyze, and translate complex business requirements into actionable platform enhancements and service delivery strategies. 
• Global Collaboration: Proactively engage with stakeholders within a complex, globally distributed team structure to ensure service strategies are fully aligned with overarching corporate objectives.

Requirements

• Deep ITSM Platform Expertise: Extensive, hands-on experience in managing, configuring, and optimizing the FreshService platform is non-negotiable. Expertise should cover core modules such as Service Catalog, Incident Management, Change Management, Problem Management, and CMDB/Asset Management.
• Leadership and Management: A demonstrable and successful track record of leading, managing, and motivating both L3 support teams and software development/configuration teams in an IT environment. Proven ability to drive significant continuous improvement initiatives and manage complex projects to completion. 
• Exceptional Communication and Stakeholder Management: Excellent verbal and written communication skills, with the ability to articulate complex technical issues to a non-technical audience. Must possess superior stakeholder management skills, capable of building strong relationships and influencing outcomes within a fast-paced, global team environment. 
• ITIL Foundation: Strong understanding of ITIL principles and their practical application in modern IT service delivery environments. ITIL certification (V3 or V4) is highly advantageous.