Lead IT Service Improvement Specialist

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

As part of our Grabber Technology Solutions team, the Lead IT Service Improvement Specialist will play a crucial role to ensure continual improvements of our IT services across Grab. This role requires a strong understanding of IT Service Management (ITSM) best practices, excellent analytical skills, and the ability to collaborate effectively with various IT and other service delivery teams.

This role is based onsite at Grab's office in Kuala Lumpur, and you will be reporting to the Senior Manager of Service Management Office.

Job Responsibilities :

• Process Ownership : Own and drive the effectiveness of GTS’ Service Request Management, Incident Management, and Problem Management processes. This includes ensuring adherence to processes, identifying areas for optimization, and implementing improvements.
• Data Analysis and Reporting : Develop and maintain service management KPIs and reports to monitor the performance of our IT services. Analyze data to identify trends, root causes of issues, and opportunities for service improvement.
• IT Service Continuous Improvement : Drive continuous improvement initiatives within GTS services to enhance performance, quality, and business satisfaction while minimizing service disruptions.
• Service Catalog Management : Manage and maintain the IT service catalog, ensuring it is accurate, up-to-date, and effectively communicates the services offered by GTS.
• Knowledge Base Governance : Govern the knowledge base, ensuring its quality, relevance, and accessibility to the GTS team and our users.
• ITSM Platform Business Analysis : Act as the business analyst for incoming enhancements and changes to our ITSM platform (Freshservice), gathering requirements, documenting them, and working with technical teams for implementation.

Requirements :

Life at Grab

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

What We Stand For at Grab

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

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