KERING - Kering Tech Process Analyst

Your opportunity

The Kering Tech Process Analyst will be part of the APAC team and will work closely not only with the Kering Tech & Digital (KTD) teams in the region but also with Regional Helpdesk team and the global KTD teams in EMEA to continuously deliver the best user experience. The incumbent will also be required to support the country KTD teams in managing their country IT assets lifecycle and ensuring operational efficiency across APAC, including Japan.  In addition, representing APAC in the Global Asset Management community to contribute and align with the asset management improvement proposals alongside with EMEA and AMER counterparts. This is a Fixed Term role of 12-months.

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 KTD 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; ensure appropriate resolver groups are engaged promptly; drive timely resolution; and provide clear, consistent updates to stakeholders as needed.
• Manage day-to-day workflow for Regional Helpdesk agents and Dispatch across APAC. Duties included ensuring tickets more than 5 days are handled, CSAT scores are maintained at a score of 4.25 or higher, manage end-user escalations, manage projects to ensure on-time delivery.
• ITSM / ITAM Master data update and maintenance
• APAC Depot Stock management, including receiving, inventory updates, and reconciliation
• Incident Management Escalation Contact List Update
• Establish and maintain process documentation, SOPs, and policies
• Identify opportunities to improve IT service delivery, user experience and IT asset management
• Develop dashboards and reports (e.g., ServiceNow, Power BI, Excel) to provide actionable insights
• Leverage Artificial Intelligence tool to enhance end-user support processes and efficiency

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, preferably in IT Service Management environments
• Proficient with IT Governance and Compliance, IT Change Management, IT Asset Management and Vendor Management
• Proficient in Microsoft tools, including Teams, Sharepoint and Co-pilot
• Hands-on experience with IT ticketing system, preferably ServiceNOW
• Demonstrated ability to work independently and manage multiple priorities
• Strong analytical mindset with attention to detail
• Effective communication and stakeholder management skills in a regional/global environment

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.