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ITSM Senior Application Specialist, Productivity Systems Petaling Jaya (First Avenue)

Life at  Grab

At Grab, every Grabber is guided by The Grab Way, which spells out our mission, how we believe we can achieve it, and our operating principles - the 4Hs: Heart, Hunger, Honour and Humility. These principles guide and help us make decisions as we work to create economic empowerment for the people of Southeast Asia.

Get to know the Team

Our Productivity Systems team within Grab Technology Services (internal IT) manages mission critical all employee platforms, as well as automation and integration solutions between key internal IT systems.

Get to know the Role

As the service manager for RemedyForce (ITSM)and Confluence you will:

  • Participate in project(s), releases and operations for Grab’s Service Management solution and  Confluence applications.

  • manage delivery of new functionality and improvement, as well as govern support

  • manage our key product and services external partners in the space

  • drive value for Grab through exploiting adoption of ITSM and Confluence: find business opportunities by proactively working together with other internal IT or business stakeholders, create solutions that add value, deliver and support them excellence

  • especially focus on knowledge management, adoption and content management within these applications

The Day-to-Day Activities:

  • You are responsible for day to day support operations of Grab's Enterprise Service Management (ITSM) platform, leading our outsourced support team to resolve incidents, requests, problems and changes.

  • You drive the adoption and knowledge management for Grab's service management platform through organizational change management activities. You ensure our documentations are always up to date and continuously improved.

  • You are responsible for day to day operations of Grab's knowledge management and documentation platform (Atlassian Confluence), both from technical and functional point of view.

The Must-Haves:

  • Functional and/or technical exposure (e.g. solution consultant, technical architect) to (ITSM) implementations (preferably RemedyForce) and functional / technical exposure to Jira / Confluence

  • Strong Information Technology Infrastructure Library  (ITIL) knowledge on service operations and service management. Experience with different project management approaches (e.g. waterfall, agile)

  • Build strong relationships with senior leaders and stakeholders to co-create long-term business & technology roadmaps and improve engagement models

  • A passion for motivating, developing and mentoring internal & external teams; strong in hiring, team building and organizational development

  • Vendor / stakeholder and people management skills, experience with RFP’s, procurement processes and budgeting

  • Excellent soft skills - able to handle pressure in a fast-paced environment. Open-minded, creative and innovative.

The Nice-to-Haves:

  • Exposure with Cloud business applications either in functional areas like Workday, Oracle Fusion, Salesforce or productivity platforms like GSuite, Slack, Office 365 is an advantage

  • Exposure to SalesForce platform, knowledge of RESTful API’s integrations,

Our Commitment

We recognize that with these individual attributes come different workplace challenges, and we will work with Grabbers to address them in our journey towards creating inclusion at Grab for all Grabbers.

About Grab

Grab is the leading superapp platform in Southeast Asia, providing everyday services that matter to consumers. Today, the Grab app has been downloaded onto millions of mobile devices, giving users access to over 9 million drivers, merchants, and agents. Grab offers a wide range of on-demand services in the region, including mobility, food, package and grocery delivery services, mobile payments, and financial services across 428 cities in eight countries.

Join us today to drive Southeast Asia forward, together.