Senior Analyst - ITIL ISO20K (Service Quality and Improvement)

JOB SUMMARY

The IT Service Quality & Improvement Senior Analyst plays a key role in driving service excellence, compliance, and continuous improvement within IT operations. Reporting to the ITSM Service Quality and Improvement Lead, the analyst champions ISO / IEC 20000-1 : 2018 standards, manages audit activities, and supports service quality initiatives to ensure operational efficiency, compliance, and alignment with organizational goals.

JOB DUTIES & RESPONSIBILITIES

The Service Quality and Improvement Analyst (ITIL ISO20K) is the champion on ITIL ISO / IEC 20000 : 2018 IT Service Management. Will report to ITSM Service Quality and Improvement lead.

ISO / IEC 20000 : 2018 IT Service Management :

• Champion the ISO / IEC 20000 : 2018 IT Service Management (ITSMS ISO 20000 : 2018) management at Digital Service Management Section within Digital Technology Division.
• Work alongside the Service Management and Service Owner teams to ensure the compliancy ISO / IEC 20000 : 2018 compliance requirements are met and in line with key deliverables.
• Manage internal and external (ISO20K) audit activity and take in charge of KPI ITIL related reports, BAU and meetings of the ITSMS processes related to ISO20K audit and compliance.
• Review the compiled list of outstanding ISO20K audit finding by internal and external auditors and follow up with the action owners on the resolution and evidence gathering
• Ensure issues and gaps highlighted by internal and external auditors being track and resolved.

Service Quality :

QUALIFICATIONS

JOB STATUS

Permanent

All applications are strictly CONFIDENTIAL and only shortlisted candidates will be called in for interview. Applications are deemed UNSUCCESSFUL if there is no feedback from the EPF 2 MONTHS after the closing date of advertisement.

#J-18808-Ljbffr