IT Senior Operations Specialist

Job responsibilities:

1. Manage transformational IT service management projects and their related projects such as organizational process improvement and implementation, asset management process, etc.
2. Collect feedback from stakeholders to identify potential improvements in the Information Technology context.
3. Provide recommendations to the development of processes & tools across departments.
4. Deliver effective presentations of assessment findings & recommendations to high-level management.
5. Manage the ITIL design and implementation projects staffed by the other departments, and create documentation relevant to their scope of works.
6. Identify the current state of processes & procedures, and facilitate the implementation of all necessary improvements.
7. Identify and collect performance inefficiency and cost-saving opportunities, and provide recommendations.
8. Lead the creation of new process flow or workflow and the implementation of newly developed workflow with stakeholders.
9. Lead the creation and review of ITIL-related guidelines and relevant documentation.
10. Create the regular performance reports for the service desk and its supporting functions for each process (such as Service Request, Incident, Problem, Change, Asset, etc).

Job requirements:

1. Strong educational background with a minimum of a Bachelor’s degree from a well-known and accredited university.
2. 5 years of experience as an IT Service Management Consultant, IT Business Analyst, or Project Manager.
3. Must be familiar with the technology and the business implications of technology. And have a mix of technical IT knowledge and general business knowledge to locate business problems and potential solutions.
4. Excellent command of spoken and written English and Bahasa Indonesia and the ability to work across multiple countries.
5. Experience in Project Management or Program Management roles with demonstrated knowledge of both traditional Waterfall and Agile methodologies.
6. Solid knowledge of ITSM/ITIL frameworks or other relevant frameworks/ standards.
7. ITIL 4 Foundation certification is a must.
8. Strong experience in reviewing and optimizing the business & IT operational processes and their supporting systems.
9. Understanding of general business concepts such as TCO, timeline, cost & expense, etc, and ability to apply these skills to practical business decision-making.