A little about us
Johnson Matthey is the global leader in sustainable technologies, applying our cutting edge science to create solutions with our customers that make a real difference to the world around us.
Our science and research helps to reduce pollution, relieve pain, restore hearing and boost crops.
Behind all of this, we’re an international business made up of many extraordinary parts. We have been in business for over 200 years.
From a single office in London in 1817, we've built a global presence with significant operations in more than 30 countries.
We support our customers' needs from 43 major manufacturing sites all around the globe, providing consistency and quality wherever they are.
Johnson Matthey employees own what they do. We take the initiative, seek clarity and demand high standards from ourselves and our colleagues.
We encourage collaboration inside JM and out, sharing and embracing diverse viewpoints and tackle problems together.
Our focus is to protect people and the planet. We do the right thing, for people and for the world. We do what we say we’ll do, expect the same of each other and speak up when there’s a problem.
We place importance on relationships internally and externally, treating others with respect and care
What we need
We are actively seeking an ITSM Toolset Analyst to be based in our Kuala Lumpur Office on a permanent basis.
In this role, you will work at Group level to support, maintain and manage JM IT’s IT Service Management (ITSM) Toolset.
To perform 2nd / 3rd line level support and administration tasks on the ITSM Toolset and to ensure the highest levels of service and customer service are achieved through active management of Incidents and enhancement.
Provide the needed support when incidents with Ivanti are raised
Escalate to Ivanti as needed and manage the incident lifecycle per Service Levels
Managing and maintaining the Self Service Portal and Service Catalog to best standard
Perform user administration activities (Adds, Moves, Deletes) including managing associated resolver group management (I am trying to shift this left to the Service Desk assume included in your proposal)
Review Ivanti enhancement requirements; align to best practice and provide estimate basis for performing the work or push back as needed
If there are project initiatives, participate on requirements gathering and evaluation as needed
Manage and maintain the Ivanti platform (including voice, Xtraction) through a release plan including testing as needed
Ensure dashboards and reports that are set up are accurate and fit for purpose
Ensure that Ivanti is aligned with industry standards like ITIL and all processes are executed as designed
Manage the training aids for Ivanti and hold training sessions as needed
Contribute in setting strategic direction on platform improvements
Manage any interactions or interfaces with other products / 3rd Parties as needed
Ensure that Company Policies, Standards and Standard Operating Procedures (SOPs) are always adhered to.
There may be some out-of-hours working to fit in with time zones for the US and Europe including local bank holidays
Are you the ideal candidate ?
You will have : Essential
Extensive experience with in the support of IT Service Management (ITSM) platforms (desirable Ivanti Service Manager)
Full understanding of ITSM processes
Good understanding of IT Operations Management
Capable of managing enterprise level platforms
An ITSM Toolset Certified System Administration e.g. Ivanti Service Manager
ITIL V3 Foundations
Basic understanding of AGILE / SCRUM methodologies