IT Service Management
- Kuala Lumpur
- Tetap
- Sepenuh masa
This role ensures consistent service delivery, supports incident and problem resolution, and drives continuous improvement in IT operations. The ITSM Engineer collaborates with internal teams and external partners to enhance service quality and user experience.What you will doDesign and maintain ITSM processes including Incident, Problem, Change, and Request Management.Configure and manage ITSM tools (e.g., ServiceNow) to support service workflows and reporting.Monitor service performance and ensure adherence to SLAs and KPIs.Coordinate with IT support teams and vendors to resolve service issues and improve response times.Develop and maintain service documentation, knowledge base articles, and process guides.Conduct root cause analysis and implement corrective actions for recurring issues.Support service reviews, audits, and compliance activities.Drive continuous improvement initiatives to enhance service delivery and user satisfaction.Provide training and guidance to IT staff on ITSM processes and tools.Collaborate with cybersecurity, infrastructure, and application teams to ensure integrated service management.What you will needBachelor’s degree in Information Technology, Computer Science, or related fieldWith 7+ years of experience in IT service management or IT operations rolesITIL certification (Foundation or higher) is preferred.Experience in a global enterprise environment is beneficial.Strong understanding of ITIL framework and ITSM best practices.Experience with ITSM platforms such as ServiceNow, BMC Remedy, or similar.Analytical skills for incident and problem resolution.Excellent communication and collaboration abilities.Ability to manage multiple priorities and work in a global environment.Process-oriented mindset with attention to detail.Experience in service reporting and performance analysis.Knowledge of service governance and compliance requirements.Accountable for the effective operation and continuous improvement of IT service management processes and tools across Nexperia’s IT organization.Talent acquisition based on Nexperia vacancies is not appreciated. Nexperia job adverts are Nexperia copyright © material and the word Nexperia® is a registered trademark.D&I StatementAs an equal-opportunity employer, Nexperia values diversity not just because it is the right thing to do but because diverse teams perform better. We are dedicated to being inclusive, and a proof point of this dedication is that we were the main partner of the very first Dutch Paralympic Team NL House during the Paris 2024 Paralympic Games. Our recruitment process is inclusive and accessible to all, and we consider all applicants fairly, as well as providing a safe work environment and reasonable adjustments where requested.In addition, we offer our colleagues the possibility to join employee resource groups such as the Pride Network Group or global and local Women's groups. Nexperia is committed to increasing women in management positions to 30% by 2030.