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Service Management Specialist ( SSC Business Analyst)

Service Management Specialist ( SSC Business Analyst)

BrenntagMalaysia, Malaysia
7 hours ago
Job description

SSC Service Management Specialist (Senior)

SSC Service Management Specialist (Senior) role focusing on monitoring service management framework by providing timely and accurate customer service, and on developing service performance monitoring reporting for internal and stakeholder reporting.

  • Monitor work execution in accordance with the service management framework by providing timely and accurate customer service
  • Develop service performance monitoring reporting (from data to insight) for internal and stakeholders reporting
  • Continually working with SM Manager to simplify the service & performance reporting mechanism and improve the report content to stay relevant according to priority
  • Monitor team KPIs, identify repetitive issues or risks and propose improvement opportunities
  • Support service and operations optimization by sharing tools and good practices
  • Support continuous improvement initiatives in process efficiency and effectiveness
  • Escalate any potential issues / risks which require senior stakeholders’ management
  • Support training to SSC teams related to service management methodology and data analysis, lead initiative when applicable
  • Being the advocates of change within SSC for growth mindset and lean thinking through inspiring, guiding or supporting SSC team members, bring them on the journey of high performing culture
  • Support other Service Management related projects when applicable.

Experience :

Candidates should have 3–5 years of overall professional experience, with a minimum of 2 years in a shared services environment. Exposure to P2P, O2C, or R2R processes is a plus but not mandatory.

Skills Requirements

  • Advanced knowledge and use of ERP (SAP is a plus) office productivity tools (MS Office etc.)
  • Minimum 2–3 years of hands-on experience with Power BI, Power Apps, and Power Automate, including building dashboards, developing low-code apps, and automating workflows across business functions.
  • Quantitative and analytical skills
  • Good verbal and written communication skills in English (e.g. presentation, listening, report writing)
  • Excellent interpersonal skills (e.g. tact / diplomacy, persuasion, cooperation, ability to motivate others)
  • Ability to motivate and cultivate strong teamwork
  • Ability to assess and promptly resolve problems
  • Ability to perform data analysis through any of the analytical tools will be an added advantage

    • Seniority level

  • Mid-Senior level

    • Employment type

  • Full-time

    • Job function

  • Customer Service

    • Industries

  • Chemical Manufacturing

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    Management Specialist • Malaysia, Malaysia