Kering IT Process Analyst
- Location
- Petaling JayaSelangorMalaysia
- Employment
- Contract
- Seniority
- Mid-Level
- Department
- IT & Technology Systems
- Industry
- Fashion, Apparel & Leather Goods
- Posted
- Jul 2, 2026
About Kering
Kering is a global luxury group renowned for nurturing some of the world’s most influential Houses in fashion, leather goods, jewelry, and eyewear, including Gucci, Saint Laurent, Bottega Veneta, Balenciaga, and Boucheron. As an employer, Kering offers a distinctive environment where creative excellence, entrepreneurial spirit, and long-term sustainability converge. The Group empowers its talents to shape the future of luxury through innovation, craftsmanship, and responsible business practices. With an international culture grounded in diversity, inclusion, and shared ambition, Kering provides meaningful career opportunities for professionals seeking to contribute to exceptional brands while advancing a more sustainable and imaginative luxury industry.
Kering seeks an IT Process Analyst in Petaling Jaya, Malaysia for a 12-month fixed-term role managing ITSM and IT asset operations across APAC.
Role & Responsibilities
- Validate P1 and P2 incidents through their complete lifecycle, ensuring appropriate resolver groups are engaged promptly and providing consistent stakeholder updates
- Manage day-to-day helpdesk workflow across APAC, addressing tickets exceeding 5-day thresholds, maintaining CSAT scores at 4.25 or higher, and overseeing end-user escalations
- Maintain ITSM/ITAM master data accuracy and completeness
- Oversee APAC depot stock management, including receiving, inventory updates, and reconciliation activities
- Update and manage incident management escalation contact lists across the region
- Establish and maintain comprehensive process documentation, standard operating procedures, and policy frameworks
- Identify and recommend opportunities for IT service delivery improvements and enhanced user experience
- Develop actionable dashboards and reports using ServiceNow, Power BI, and Excel to provide operational insights
- Leverage artificial intelligence tools to enhance end-user support processes and operational efficiency
Qualifications
- Bachelor's degree in Computer Science, Information Technology, or related field (or equivalent professional experience)
- 3+ years of total IT experience, preferably in IT Service Management environments
- Proficiency in IT Governance and Compliance frameworks
- Demonstrated expertise in IT Change Management and IT Asset Management
- Vendor Management experience
- Proficiency in Microsoft Teams, SharePoint, and Copilot
- Hands-on experience with IT ticketing systems, preferably ServiceNow
- Ability to work independently and manage multiple competing priorities
- Strong analytical mindset with meticulous attention to detail
- Effective communication and stakeholder management skills in regional and global environments
Skills
Experience
3+ years of total IT experience, preferably within IT Service Management environments, with demonstrated exposure to incident management, asset lifecycle management, and regional or global IT operations.
Education
Bachelor's degree in Computer Science, Information Technology, or a related field; equivalent professional experience in IT Service Management may substitute for formal academic credentials.
Workplace
This position is based in Petaling Jaya, Selangor, Malaysia, within easy reach of Kuala Lumpur.
Culture
Kering fosters a dynamic, purpose-driven culture where creativity, entrepreneurship, and collaboration support the distinct identities of its luxury Houses. As an employer, the Group places strong emphasis on sustainability, diversity, and talent development, encouraging people to innovate responsibly while contributing to the future of modern luxury.
About Cerulean
Cerulean is the definitive career portal for the global luxury industry. We match exceptional professionals with exclusive opportunities at the world's most prestigious brands. From haute couture and fine watchmaking to prestige beauty, hospitality, and boutique retail, Cerulean centralises luxury employment to help you find the career for which you were destined.
Frequently Asked Questions
The luxury industry is characterised by a diverse and nuanced nomenclature. Esteemed houses frequently employ proprietary terminology, and even within a single organisation like Kering, titles may vary across global markets to reflect local conventions. To ensure absolute clarity, Cerulean assigns a standardised, industry-coherent canonical title to every listing. However, it is worth noting that this role is functionally synonymous with «IT Service Management Analyst», «ITSM Process Analyst», «IT Operations Analyst», «IT Support Process Coordinator», and other variations. Our sophisticated search architecture anticipates these variations, ensuring that inquiries using related terms will seamlessly yield the exact roles you desire.