Ambu Global Hub is establishing a new IT Global Services team in Malaysia. We are looking for an ITSM Process Manager (Asset and Knowledge Management) that will be based on-site in our Penang office responsible for handling and quality assurance Asset data to IT/OT services, throughout the entire life cycle.
Areas of responsibility:
- Establish workflows for employees in the Global Asset and Knowledge Management process.
- Ongoing follow-up of deliveries and KPIs
- Align with Process owner.
- Provide input for process improvements to the Process Owner
- Carry out ongoing improvement activities on the Global Asset and Knowledge Management process, as well as ensure cross-functional coordination.
- Continuous updating of documentation
- Follow-up on whether registration practices are followed, and tools are used as agreed.
- Participates on CAB board and similar.
- Monitor that the output of the process delivers what was agreed.
- Communicate SLAs and KPIs to the business.
- Prepare Reporting and Dashboards from ServiceNow (ITSM tool)
- Implement changes to enhance the efficiency and effectiveness of the Asset and Knowledge processes.
- Analyze metrics and feedback to identify areas for improvement.
- Ensure that ITSM management practices comply with organizational policies and industry standards.
- Maintain awareness of new developments in processes and ITSM best practices.
The objectives of Service Configuration & Asset Management are:
- To register and maintain data on all IT-OT Assets and Configuration Items (CI).
- To have a CMDB with “real-time” information for all known IT assets, how they are used, configured, and where assets are in its lifecycle.
- To have an overview of Asset/CI relations to other Assets/CI and Services.
- To support other processes with knowledge of the IT infrastructure.
The objectives of Knowledge Management are:
- Oversee the creation, review, and updating of knowledge articles and documentation.
- Ensure that all knowledge content is accurate, up-to-date, and easily accessible.
- Implement best practices for content management and document control.
Suggested candidate profile:
Skills and experiences can be earned in many different ways, and we understand that the best fit for the role cannot be prescribed on paper. You are however likely to succeed in this position if you:
- Minimum Bachelor's Degree in Computer Science, information systems, engineering, software engineering or a related field & discipline.
- Minimum 8 years of experience in technology related areas, with specific expertise in related domain (asset and knowledge management)
- Familiar with knowledge management tools, content management systems & databases
- Experienced in implementing knowledge management frameworks covering but not limited to people, process, technology, content, policies, etc
- Proficiency in IT asset management tools and software, such as ServiceNow.
- Knowledge of configuration management databases (CMDB) and their implementation.
- Familiarity with IT asset tracking and inventory management systems.
- Ability to conduct data analysis and reporting related to IT assets and configurations.
- Knowledge of ITIL (Information Technology Infrastructure Library) framework and best practices. ITIL certification with a focus on IT Service Operations is strongly preferred.
- Proficiency in using Microsoft Excel, PowerBI, SQL or other relevant tools for data analysis and reporting.
- Excellent database and spreadsheet skills.
Other general capabilities that we are looking for:
• Strong oral and written communication skills in English.
• Planning / Co-coordinating abilities
• ITIL process understanding at least at Foundation level and preferably at Intermediate level.
• Proactive and problem-solving mind-set.
• Understand the need to work cross-functionally, and global.
• Strong collaboration skills
• Business oriented
• Structured
• Experience in IT Service management (ITSM), process improvement and reporting.
• Cross-culture communication: Collaboration with colleagues from diverse culture backgrounds, ensuring effective communication and understanding