IT Service Management Engineer

• Manage IT service management (ITSM) processes, including incident, problem, change, and service request management.

• Administer and maintain service tickets using ChangeGear, ensuring SLA compliance.

• Monitor system performance and coordinate incident resolution with internal stakeholders.

• Perform root cause analysis and recommend preventive actions for recurring issues.

• Develop and maintain operational dashboards and reports using Qlik Sense.

• Analyse service performance, incident trends, and KPIs to support continuous improvement.

• Support ITIL best practices and identify opportunities to improve operational efficiency.

Requirements

• Diploma or Degree in Information Technology, Computer Science, or a related discipline.

• Experience in IT Operations or IT Service Management.

• Hands-on experience with ChangeGear or similar ITSM tools.

• Experience using Qlik Sense for reporting and dashboard development.

• Familiarity with incident, problem, and change management processes.

• Good understanding of ITIL practices.

• Strong analytical, problem-solving, and communication skills.

Preferred Qualifications

• Experience with system monitoring or infrastructure support.

• Exposure to automation or scripting (e.g. PowerShell or Python).

• Experience supporting enterprise or government environments is an advantage.

Interested candidates are encouraged to submit their resumes along with a cover letter outlining their relevant experience and achievements to [email protected] or click apply now! **We regret to inform that only shortlisted candidates would be notified** EA License No: 04C3537 EA Personnel No: R22106683 EA Personnel Name: Yang Hui Shan, Sherri