Ofertas › Sitecore
Sitecore · Kuala Lumpur · Remoto
About Us:
At Sitecore, our mission is to simplify how brands reach, engage, and serve people by delivering intelligent, personalised digital experiences that connect the world. We empower the world’s most iconic brands to build lifelong relationships with their customers—seamlessly, smartly, and at scale.
As the leading provider of agentic digital experience software, Sitecore brings together content, commerce, and data into one composable platform that enables brands to deliver millions of meaningful, adaptive experiences every day. Trusted by global leaders such as American Express, Porsche, Starbucks, and L’Oréal, Sitecore helps brands transform engagement through experiences that are not only personalised but predictive and dynamic.
Our foundation is our people—a diverse, passionate, and collaborative global team spanning over 25 countries. We believe that every experience matters, and that belief starts with how we work together. Our values—empathy, accountability, clarity, and growth—guide how we lead, innovate, and connect. They are the behaviors that bring our mission and vision to life, every day, in every interaction.
As we continue to evolve, we are actively cultivating AI skills across our teams to unlock new levels of creativity, efficiency, and insight. From engineering to customer experience, AI capabilities are becoming integral to how we design, build, and deliver the next generation of digital experiences.
Learn more at Sitecore.com http://Sitecore.com
About the Role/ The Opportunity:
As a Service Experience Analyst, you will be the first point of contact for colleagues seeking technical support across our global organisation. You will diagnose and resolve day-to-day technology issues, manage requests through ServiceNow, and deliver a responsive, user-focused support experience across devices, Microsoft 365, and collaboration platforms. Working closely with L2, L3, and external partners, you will help keep employees productive and connected. This role requires participation in a rotating shift schedule to support colleagues across global time zones.
What You’ll Do:
- Provide global L1 remote technical support for users across Windows laptops, MacBooks, and Android and iOS devices.
- Troubleshoot and resolve hardware, software, network, cloud service, and operating system issues.
- Manage ServiceNow requests, incidents, problems, and knowledge articles, ensuring tickets are updated, followed up, and resolved