Service Delivery Specialist (Analysis, Performance & Reporting)

The Service Delivery Specialist (Analysis, Performance & Reporting) role involves extracting, analyzing, and presenting data related to IT Service Management (ITSM) processes and performance. This role requires proficiency in Excel and/or G-Suite, knowledge of reporting tools like Power BI, and expertise in ServiceNow Reporting and Performance Analytics. The successful candidate will provide actionable insights to help the organization understand its IT service delivery, identify areas for improvement, and make data-driven decisions.

Requirements

• Proficient in Excel and/or G-Suite knowledge advance functions, data analysis and reporting
• Excellent written and verbal communication skills, including the ability to present complex data in a clear and understandable manner to both technical and non-technical audiences
• Strong problem solving skills
• Knowledge of reporting tools like Power BI and tool ServiceNow
• Expertise in ServiceNow Reporting and Performance Analytics (if applicable), Power BI, Google Sheet (including advanced functions and charting)
• Good understanding of ITIL (Information Technology Infrastructure Library) and CSI principles
• Basic project management skills
• Capacity to train and guide team members
• Ability to manage and prioritize tasks efficiently
• Readiness to demonstrate a proactive attitude
• Experience in dealing with third-party-provided services
• Involvement and exposure in IT external audits (example: Operational, IT service management, ISO)

Benefits

• Hybrid work arrangement
• Office location is accessible via MRT (Bandar Utama station)
• Highly engaged and empowered work culture
• Dynamic multinational team of more than 14 nationalities
• Continuous learning & development
• Medical card coverage for self and dependents (outpatient and inpatient)
• Extended health & flexi benefits coverage (Child's specialist claim, Pap Smear, Mammogram, Self Relaxation Expenses, Fur Benefits etc.)
• Monthly NICE Program activities for team bonding and well-being lifestyles