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IT Applications Expert (Advanced) - Process Service Desk

Date: Aug 3, 2022

Location: Kuala Lumpur, MY

Company: Evonik Industries AG

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IT Applications Expert (Advanced) - Process Service Desk

The term of employment is limited to months.


Location: Malaysia : Kuala Lumpur

Function: IT

Career Level: Experienced professionals (2-5 years)

Legal Entity: Evonik Malaysia Sdn. Bhd.

Business Line: IT


What we offer

You will work on exciting and challenging topics together with a team in an ultra-modern, innovative and creative environment. Intensive on-the-job training with expert colleagues guarantees you will quickly become familiar with your duties and perform them independently. Performance related pay and the opportunity for personal and professional development are of course part of the package. Since 2009 Evonik Industries AG has been certified as a family-friendly company by the German Hertie Foundation.

Click here to learn more about Evonik from our employees


This position provides support to all Evonik SAP end users for all processes, globally.  Ensures that all SAP related incidents are fully qualified and either resolved or dispatched to the appropriate member of the Process Support team in the regions or to the appropriate process team based on the relevant dispatch matrix in a timely and efficient manner.



  • Qualifies incidents submitted by end users making sure that all of the information needed to work on the incidents is included in the tickets.  Follows-up with end users to supply missing information.  Confirms and updates the short and long descriptions, priority (impact and urgency) and the Evonik Process Model (EPM) classification of incidents for proper routing and reporting.
  • Create service requests for requests which are submitted as incidents with reference to the original incidents.  Send an e-mail to the end users informing them that their request would be handled under a service request and close the original incidents.
  • Provides resolutions to SAP related incidents where possible, drawing upon own personal knowledge of Evonik best practice solutions and knowledge article database, which contains solutions to known issues.
  • Dispatches (forwards) remaining incidents to the appropriate member of the Process Support - 2nd level support team or to the appropriate process team based on the relevant dispatch matrix in a timely and efficient manner.
  • Performs additional duties and assignments as needed.


  • 1 - 2 years work experience in IT support role
  • Knowledge of MS Office, Sharepoint, SAP Solution Manager preferred.
  • University degree, MUST from an Accounting/Finance background
  • Good analytical and learning skills, ability to understand complex situations
  • Able to repetitively and methodically follow guidelines to qualify, resolve and dispatch incidents in a timely manner.
  • Strong analytical skills required to conduct root cause analysis of reported issues/problems.
  • Excellent communication skills
  • Service oriented & Fluent in English
  • Proficiency in German and/or ‎Mandarin a plus
  • Able to work on a 24/5 rotating shift 

Your Application

To ensure the fastest process of your application and to protect the environment, please apply online via our careers portal at

Please address your application to Jega Gunasekaran. 


Please note that Evonik will not accept any unsolicited application documents sent by staffing firms. Evonik works in conjunction with preferred service providers and will not pay any fee to staffing firms in the absence of an appropriate framework agreement. Should Evonik receive a candidate profile from a staffing firm with which it has no framework agreement, and should this candidate subsequently be considered in the recruitment process or offered employment, no claims from the staffing firm will be entertained in this regard.