Analyst - Service Request Management (SRM)

  • Competitive
  • Kuala Lumpur, Malaysia
  • Permanent, Full time
  • Standard Chartered Global Business Services Sdn Bhd
  • 20 May 19

Analyst - Service Request Management (SRM)

About Standard Chartered
We are a leading international bank focused on helping people and companies prosper across Asia, Africa and the Middle East.

To us, good performance is about much more than turning a profit. It's about showing how you embody our valued behaviours - do the right thing, better together and never settle - as well as our brand promise, Here for good.

We're committed to promoting equality in the workplace and creating an inclusive and flexible culture - one where everyone can realise their full potential and make a positive contribution to our organisation. This in turn helps us to provide better support to our broad client base.




The Role Responsibilities

Service Request Management (SRM) Operation:

  • Perform the daily operational tasks defined for SRM Operation team and/or any other tasks assigned
  • Ensure high quality and complete adherence to the operating work instructions when performing the daily operational tasks and/or any other tasks assigned
  • Ensure compliance to relevant policies, standards, procedures and processes as applicable to the role
  • Provide global support in accordance to the working hours as defined for SRM Operation team and/or as assigned by SRM Management, to-date defined as below and subject to changes as determined by operational needs and circumstances:

a. 9:00 am - 6:00 pm
b. 10:00 am - 7:00 pm
  • Provide good user experience and good stakeholder management, in all interactions and in all situations, ensuring customer satisfaction with SRM Operation
  • Proactively highlight and manage operational issues with the appropriate teams while keeping relevant stakeholder(s) appraised until the operational issues are adequately resolved
  • All the aforementioned responsibilities are critical elements in the work performance measurement (operations scorecard) and will be the primary input into the work performance assessment as well as input into determining the knowledge and skills gaps (if any) for the learning and development plan
  • As stretched objectives and with mandate of continual service improvement, proactively identify improvement areas, perform the evidence-based analysis with references to industry best-practices and/or technical capabilities, propose feasible options with adequate cost-benefit analysis so that SRM Operation efficiency and effectiveness can be further improved
  • Network and build relationship(s) with the key stakeholder(s) (refer to list) with primary intent to be able to effectively and efficiently perform the SRM Operation role
  • Where applicable, get involved and participate in activities and events organised by and/or for SRM Operation such as team meetings, town halls, roadshows, demos, initiatives, projects and any others

Regulatory and Business Conduct:
  • Display exemplary conduct and live by the Group's Values and Code of Conduct
  • Take personal responsibility for embedding the highest standards of ethics, including regulatory and business conduct. This includes understanding and ensuring compliance with, in letter and spirit, all applicable laws, regulations, guidelines and the Group Code of Conduct
  • Embed the Group's Values and Group Code of Conduct to ensure adherence with the highest standards of ethics. Comply with relevant policies, processes and regulations, as part of the culture. Lead by example by displaying exemplary conduct behaviours
  • Effectively and collaboratively identify, escalate, mitigate and resolve risk, conduct and compliance matters

Key Stakeholders:
  • All the process roles as defined in the Service Request Management (SRM) process
  • Global Service Desk
  • End User Services
  • Technology Services
  • ITSM (Remedy) Engineering
  • ITSM (Remedy) Support
  • Technology Governance
  • Country Technology

Key Behaviours:
  • Perform the role in accordance to the Bank's Group Values
  • High standards of professionalism and strong work ethics
  • Self-motivated, Achievement-driven, Responsible and Reliable
  • Collaborative team player, ability to work and support each other in a team
  • Adaptable and flexible to adjust and accommodate changes

Knowledge:
  • IT Service Management (ITSM) knowledge
  • Service Request Management (SRM) process as per ITSM industry framework(ITIL)
  • Service Desk function as per Service Desk Institute (SDI) framework and ITIL
  • Any other ITSM processes such as Knowledge Management (KM), Customer Satisfaction Management (CSM), Continual Service Improvement (CSI) would be advantageous

Skills:
• Personal management skills (example: complete daily operational tasks, with quality, without reminders)
• Time management skills (example: complete daily operational tasks timely, punctuality)
• Communication skills including writing skills
• Stakeholder engagement skills
• Operational knowledge as user of BMC Remedy (ITSM system)

Qualifications:
  • Training, licenses, memberships and certifications


Apply now to join the Bank for those with big career ambitions.