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Job Description:

As a Service Management Specialist, the primary responsibility will be around Incident and Problem Management using knowledge of business analysis best practices, IT Service Management and the ITIL Framework, and technology along with your understanding of business concepts, objectives and process to support the Service Management Excellence Team by:

· Providing business analysis expertise and operational support for the all ITSM processes within the Asia Service Management Team – Mainly focusing on Incident and Problem Management. In addition would be the other processes such as Service Catalogue, Request Fulfillment, Service Level Management, Event Management, Capacity Management, Availability Management and Continual Service Improvement

· Applying broad based technical and practical process knowledge in support of all the processes

· Plan, manage and deliver business analysis for Continual Service Improvement process activities to support the Service Management Excellence Process Owners

· Working with various Process Managers or Owners under the Service Management programme by assisting with process reviews and associated documentation and training activities

· Contributing to the development and support of an IT Service Management reporting service which involves analyzing requirements and developing effective solutions

· Interact with the local teams in Asia and the SME team to provide improved commutations and alignment of local process implementation and execution

This role is a part of the IT Service Management team using the ITIL v3 2011 framework to implement IT Service Management as part of the ES strategic decision to deliver a consistent set of integrated IT service management processes.

MAIN ACCOUNTABILIIES:

· Ensure we support KPIs for all internal and scorecard for Incident, Problem, Change and Configuration Management as outlined below.

· Evaluate impact and risk for everything impacting Enterprise Services and Business.

· Adhere and follow processes set out for the team and IT Service Management.

· Ensure conformance to Workday, Change-point and Overtime Tracking policies and procedures.

· Participate in IT Service Management Service Rotations such as, On-Call when scheduled.

· Meet target date of assigned activities or requests so that they are not past due and ensure that negotiated delivery date is agreed to by requestor.

· Meet and support all Audit, BCP, Compliance, and Records Management requirements.

· Run and facilitate Major Incident Management bridge calls and chats to ensure quick resolution of major incidents.

· Facilitate Problem Management meetings to support root cause analysis for the incidents reported and supported. Ensure that the right resources are available to investigate, identify, and resolve the root cause of a problem.

· Coordinate between various support teams to identify the root cause of a problem and find a workaround or solution.

· Management of the lifecycle of Problem Tickets, preventing recurrence, and minimizing impact

· Analyzing historical data to identify and eliminate potential incidents before they occur.

· Recording, managing, and advancing the problem by escalating to an elevated level of expertise, if appropriate, by integrating with change management, incident management, and configuration management.

· Review and closure of all problem records ensuring comprehensiveness of information on tickets and RCA Documents.

Competencies:

· Strong and proven analytical skills

· Knowledge of Sun Life specific infrastructure and applications is an asset

· Ability to facilitate productive and successful meetings

· Strong technical aptitude and knowledge of the services provided by IT

· Strong influencing and negotiation skills

· Quick learner of new technologies

· Strong problem solving skills with the ability to analyze situations/problems and come up with effective solutions

· Good interpersonal, communication and presentation skills

· Solid and proven process improvement abilities

· Drive for results and as such can be counted on to meet or exceed goals

· Ability to work independently or as part of a team

· Advanced Excel and PowerPoint skills

· Solid knowledge of IT Service Management, ITIL v3 2011 framework

· Knowledge of Service Management tools (ServiceNow, HP, BMC, BPPM etc.) · Knowledge of the Navvia tool an asset

· Ability to work in a fast paced environment and adaptable to changing priorities, communicate with various level of staff in ES

Experience / Skill Requirements

· 5-10 years of relevant IT experience · ITIL V3 Foundation Services Certification

· Process improvement and documentation experience

· Consulting: gather information by applying approaches or styles applicable to the situation

· Analysis: ability to break down high level requirements into more detail by questioning and probing for clarification

· Working knowledge of the ITIL Service Management processes

· Strong management, problem solving, communication, interpersonal, and organizational skills

Job Category:

IT - Technology Services

Posting End Date:

19/06/2026