FreshService Senior Analyst

City: Kuala Lumpur

State/Province: Kuala Lumpur

Posting Start Date: 3/23/26

Wipro Limited (NYSE: WIT, BSE: 507685, NSE: WIPRO) is a leading technology services and consulting company focused on building innovative solutions that address clients' most complex digital transformation needs. Leveraging our holistic portfolio of capabilities in consulting, design, engineering, and operations, we help clients realize their boldest ambitions and build future-ready, sustainable businesses. With over 230,000 employees and business partners across 65 countries, we deliver on the promise of helping our customers, colleagues, and communities thrive in an ever-changing world. For additional information, visit us at www.wipro.com.

Job Description:

Job Description

The Role: We are seeking an experienced ITSM Senior Analyst to manage our FreshService environment and L3 support team. Based onsite in Kuala Lumpur , this candidate will drive platform excellence and report to the Manager for Service Management Solutions Office in Kuala Lumpur office.

Core Deliverables

1. Platform Governance and Optimization:

• Platform Health and Performance: Oversee the daily operation, health monitoring, configuration management, and optimization of the platform to ensure maximum uptime, reliability, and performance.
• Feature Roadmapping: Drive the continuous improvement lifecycle, identifying, prioritizing, and implementing new features, modules (e.g., Asset Management, Service Catalog, Knowledge Management), and integrations that align with evolving business needs.
• Interface with other software: Experience with Application Programming Interfaces between FreshServices and other applications.

2. Operational Management:

• L3 Support Oversight: Lead and manage the dedicated L3 support and development team, setting clear performance objectives and managing workflows.
• Performance and Quality: Establish, monitor, and enforce high-performance standards, ensuring all incident, problem, and change management processes are executed efficiently and meet agreed-upon Service Level Agreements (SLAs).
• Process Improvement: Champion the adoption of best practice ITSM processes (based on ITIL principles) across the team and the organization, driving efficiency and reducing recurring issues.

3. Stakeholder Alignment and Business Partnership:

• Strategic Communication: Act as the primary interface and communication bridge between highly technical service management teams and non-technical business units across the organization.
• Requirements Translation: Gather, analyze, and translate complex business requirements into actionable platform enhancements and service delivery strategies.
• Global Collaboration: Proactively engage with stakeholders within a complex, globally distributed team structure to ensure service strategies are fully aligned with overarching corporate objectives.

Requirements

• Deep ITSM Platform Expertise: Extensive, hands-on experience in managing, configuring, and optimizing the FreshService platform is non-negotiable. Expertise should cover core modules such as Service Catalog, Incident Management, Change Management, Problem Management, and CMDB/Asset Management.
• Leadership and Management: A demonstrable and successful track record of leading, managing, and motivating both L3 support teams and software development/configuration teams in an IT environment. Proven ability to drive significant continuous improvement initiatives and manage complex projects to completion.
• Exceptional Communication and Stakeholder Management: Excellent verbal and written communication skills, with the ability to articulate complex technical issues to a non-technical audience. Must possess superior stakeholder management skills, capable of building strong relationships and influencing outcomes within a fast-paced, global team environment.
• ITIL Foundation: Strong understanding of ITIL principles and their practical application in modern IT service delivery environments. ITIL certification (V3 or V4) is highly advantageous.

Mandatory Skills: Symphony Summit ITSM .

Experience: 5-8 Years .

Reinvent your world. We are building a modern Wipro. We are an end-to-end digital transformation partner with the boldest ambitions. To realize them, we need people inspired by reinvention. Of yourself, your career, and your skills. We want to see the constant evolution of our business and our industry. It has always been in our DNA - as the world around us changes, so do we. Join a business powered by purpose and a place that empowers you to design your own reinvention.

Client-provided location(s): Kuala Lumpur, Malaysia

Job ID: Wipro-149362

Employment Type: OTHER

Posted: 2026-03-30T18:51:17