JOB DESCRIPTION

Enterprise Service Management Process Operationalization

Analyze, design, implement and improve Enterprise Service Management processes
Collaborate with stakeholders to ensure processes are aligned with business goals and ITIL best practices
Develop process documentation, workflows, and training materials to support adoption and compliance
Cross-functional engagement with IT Operations, Service Desk, and Application teams
Ownership of the operational relationship with third party vendor or Service Provider for Enterprise Service Management
To work on the definition of sourcing and management of IT services
To develop and drive best practice in service desk operations within Keppel group globally by use of consistent tools, processes and communications
Provide a single point of contact to third party vendor or Service Provider for the provision of service desks services into Keppel
Monitor quality of delivery from service provider and ensure services are delivered as per SLAs
Carry out formal quarterly reviews of service provider performance

Application Platform Administration

Administer and maintain the application platform, ensuring optimal performance, resiliency and reliability
Perform routine platform upgrades, patching, and health checks
Carry out service improvement initiatives based on feedback from stakeholders
Manage project activities relating to the above including engagement with potential third-party service providers and internally with existing Service Management and support organizations

Application Platform Enhancement & Development

Gather and analyze business requirements to design and implement enhancements on the application platform, across functionalities
Work with developers to build custom applications, integrations, and automation solutions
Conduct UAT and coordinate deployment of new features and enhancements

Continual Service Improvement (CSI)

Identify opportunities for process and platform optimization through data analysis and stakeholder feedback
Define and track KPIs and metrics to measure service performance and improvement outcomes
Lead CSI initiatives and ensure alignment with strategic IT objectives

JOB REQUIREMENTS

Required skills:

Experience with Service Management platforms (e.g. BMC, ServiceNow, JIRA, etc)
Minimum 3–5 years of experience in a Business Analyst role with a focus on Service Management
Strong understanding of ITIL framework and its practical application
Excellent analytical, communication, and stakeholder management skills
Experience with Agile methodologies and tools
Familiarity with reporting and dashboard creation/enhancement
ServiceNow certifications (e.g. Certified ServiceNow System Administrator)
ITIL v4 Foundation certified

Soft Skills:

Ability to lead workshops and training sessions
Ability to work in a High-Performance IT organization
Ability to break down complex problems and identify root causes
Ability to evaluate multiple solutions and recommend the most effective approach
Thorough in documentation, testing, and process design
Focused on delivering value and improving user experience
Proactive in identifying issues and driving solutions independently
Proactive in identifying issues and driving solutions independently

Corporate

Operating Division