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    Kering Tech Process Analyst

    Kering - Contractor
    Petaling Jaya - Malaysia

    About Kering A global Luxury group, Kering manages the development of a series of renowned Houses in Fashion, Leather Goods, and Jewelry: Gucci, Saint Laurent, Bottega Veneta, Balenciaga, Alexander McQueen, Brioni, Boucheron, Pomellato, Dodo, Qeelin, as well as Kering Eyewear. By placing creativity at the heart of its strategy, Kering enables its Houses to set new limits in terms of their creative expression while crafting tomorrow's Luxury in a sustainable and responsible way. We capture these beliefs in our signature: “Empowering Imagination.” In 2022, Kering had over 47,000 employees and revenue of €20.4 billion.

    Your opportunity

    The Kering Tech Process Analyst will be part of the APAC team and will work closely not only with the MIS teams in the region but also with APAC Regional Helpdesk team and the global MIS teams in EMEA to continuously deliver the best user experience. The incumbent will also be required to support the country MIS teams in managing their country IT assets. This is a contract role (annual renewable) for a paternity cover.

    How you will contribute

    Under the direction of the End User Service Manager, APAC, to be involved in IT Service Management activities relating to incident and request tickets management and including IT asset management as a part of MIS Team servicing all Luxury Group brands as well as Lifestyle divisions in APAC, including Japan.

    • Validate P1 and P2 Incidents : duties included following the incident through the life cycle of the incident; getting the correct resolvers involved; ensure resolution in a timely manner; provide updates as needed.
    • Manage day-to-day workflow for Regional Helpdesk agents and Dispatch across APAC. Duties included ensuring tickets more than 5 days were handled, CSAT scores were maintained at a score of 4.25 or higher, assign end-user escalations, manage projects to ensure on-time delivery.
    • ITSM / ITAM Master data update
    • APAC Depot Stock management-receiving & update
    • Incident Management Escalation Contact List Update

    Who you are?

    • Bachelor's degree in Computer Science, IT or related field or equivalent in education and experience
    • 3+ years of total IT experience
    • Proficient with IT Governance and Compliance, IT Change Management and Vendor Management
    • Proficient with Microsoft Teams and Sharepoint
    • Experienced with IT ticketing system, preferably ServiceNOW
    • Preferably with experienced in IT Service Management environment
    • Demonstrated ability to work independently
    • Have good analytical mindset

    Why work with us?

    Kering is committed to building a diverse workforce. We believe diversity in all its forms – gender, age, nationality, culture, religious beliefs and sexual orientation – enrich the workplace. It opens up opportunities for people to express their talent, both individually and collectively and it helps foster our ability to adapt to a changing world. As an Equal Opportunity Employer we welcome and consider applications from all qualified candidates, regardless of their background.

    This is a fabulous opportunity to join the Kering adventure and to actively contribute to the development of the business by becoming part of a dynamic team in a global Luxury Group that offers endless possibilities to learn and grow. Talent development is a managerial principle at Kering, and we are committed to fostering internal mobility. Our common vision promotes leadership skills and helps every employee to reach their full potential in a stimulating and fulfilling workplace environment.

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