Location : Shah Alam, Selangor (On-site)
Role Description
Responsible for assisting in process mapping, SOP creation, compliance checks and performance reporting to ensure business operations align with ISO 9001 and ITIL frameworks.
Responsibilities
- Process Management & Documentation:
✓ Assist in mapping, analyzing and improving existing business processes across all functions (Operations,
HR, Finance, IT, etc).
✓ Support the development and maintenance of Standard Operating Procedures (SOPs), Work Instructions
(WIs) and related documentation.
✓ Participate in process walkthroughs, workshops and validation sessions with stakeholders.
✓ Ensure process documentation complies with internal standards (ISO 9001, ISO/IEC 27000-1).
✓ Maintain process libraries and ensure all documents are version-controlled and audit-ready. - Continuous Improvement:
✓ Identify opportunities to optimize efficiency, reduce redundancy and improve service quality.
✓ Support initiatives for process automation or digitalization using BPM or ticketing tools (such as OS Ticket,
GLPI).
✓ Assist in implementing Key Process Indicators (KPIs) and dashboards for monitoring performance.
✓ Monitor, evaluate, and report on the performance of implemented process improvements. - Governance & Compliance:
✓ Support compliance checks and internal audits on process adherence.
✓ Assist in preparing reports on process performance, non-conformities and corrective actions.
✓ Track process gaps and follow up on improvement action items with process owners.
✓ Ensure that all documented processes meet corporate governance and quality standards. - Stakeholder Collaboration:
✓ Work closely with departmental Process Owners and Subject Matter Experts (SMEs) to ensure process
accuracy and relevance.
✓ Assist in preparing process-related presentations, reports and training materials.
✓ Coordinate with HR, IT, Quality and Operations teams for cross-functional process initiatives.
Requirements
- Bachelor’s Degree in Computer Science, Information Technology, Engineering, or a related field.
- Minimum 2 – 3 years of hands-on experience in business process improvement, quality assurance,
governance or compliance-related roles. - Experience with ISO 9001, ISO/IEC 20000-1 or ITIL framework is an advantage.
- Strong analytical and process-oriented mindset.
- Proficient in process mapping tools (such as Microsoft Visio, Lucidchart or BPM software).
- Good understanding of SOP and policy documentation standards.
- Strong communication and stakeholder management skills.
- Attention to detail and ability to work independently with minimal supervision.
