• In-depth understanding of ITSM frameworks like ITIL (Information Technology Infrastructure Library) and its processes (Incident, Problem, Change, Release, and Service Request Management).
• Ensure ITSM processes adhere to governance requirements and pass internal or external audits.
• Drive continual improvement of ITSM processes.
• Ensure secure ITSM operations and compliance with security policies.

 2. Click APPLY HERE to complete the application form below:

• Monitor material usage and check the deliveries for the University.
• Ensure system compatibility and maintenance with the University's Standard Operating Environment.

• A Bachelor’s degree in information technology (IT) or other relevant discipline from a recognised institution with at least three (3) years of work experience in the areas of operation support.
• Master’s degree holder in a relevant discipline can be considered.
• Ability to generate reports, configure workflows, and monitor performance metrics using ITSM platforms.
• Demonstrated experience in managing and governing ITSM processes, such as Incident, Problem, Change, and Service Request Management.
• Experience in implementing and monitoring governance frameworks to ensure policy adherence and compliance.
• Solid understanding of IT infrastructure components (e.g., servers, networks, cloud platforms) and their dependencies on ITSM processes.
• Ability to lead process reviews, governance meetings, and training sessions for ITSM awareness.
• Demonstrated ability to identify inefficiencies in ITSM processes and implement process improvements.
• Excellent verbal and written communication skills to explain technical concepts to nontechnical stakeholders and create clear governance documentation.

 1. Please prepare the following documents before proceeding to number 2.

• Resume/CV
• All academic certificate and transcript (SPM/STPM/Diploma/Degree/Master/PHD/Professional Certificate)

• Develop and maintain various procedural and technical documents in areas such as customer service and application support.
• Prepare ITSM policy, procedures, and guideline documentation.

• Prepare and provide reports on the relevant information as and when needed by the Management.

• Work effectively and with flexibility as a member of the team in providing input, advice and assistance as and when required

• Assist and support the Assistant Manager, Infrastructure or Manager, IT to implement and to ensure compliance with all University IT-related policies.

• This position is an executive position at the Sarawak Campus. The position will be responsible for areas as designated by the Manager, Information Technology (IT) Unit. These include:
• Establish and maintain ITSM governance frameworks (e.g., ITIL, COBIT) to ensure all IT operations and services meet organisational policies, regulatory standards, and best practices.
• Act as a bridge between IT and business stakeholders to ensure IT services deliver value and support strategic goals.
• Measure and report on key performance indicators (KPIs) and service-level agreements (SLAs) to assess ITSM performance and identify opportunities for improvement.
• Develop and enforce standardised ITSM policies, procedures, and practices to maintain consistency across all IT teams and services.
• Promote a culture of continual service improvement by regularly reviewing and optimising ITSM processes and governance practices.