Operations Accelerator - Service Management Analyst
On-siteJakarta, Jakarta, Indonesia
Job Summary
Monitor incidents and analyze failed service levels to ensure timely resolution with CBS Tower delivery leads. Support the Service Management Lead and Account Managers in performing compliance checks based on the Operations Maturity Framework. Drive continuous improvement initiatives to automate reporting and enhance the Service Management function. Maintain competency through required training while eliminating discrepancies between required and current abilities. Requires a Bachelor's degree in IT or related fields, minimum two years of IT Service Management experience, and proficiency in ITIL principles and tools like ServiceNow. Based in Jakarta, this role contributes to our global seed-to-shelf agribusiness mission of sustainable palm oil production.
Required Qualifications
- Bachelor's degree in Information Technology, Information Systems, Computer Science, Engineering, or a related field
- Minimum 2 years of experience in IT Service Management, Service Delivery, or IT Operations
- Good understanding of ITIL/IT Service Management principles and SLA monitoring
- Experience with incident management, service reporting, and continuous improvement
- Strong analytical, communication, and stakeholder management skills
- Proficient in Microsoft Excel and PowerPoint
Desired Qualifications
- Familiarity with ITSM tools (e.g., ServiceNow, Jira Service Management, or similar)
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