- Analyze IT procedures, policies, and standards to ensure alignment with the latest IT quality requirements, ITSM results, and company regulations.
- Maintain IT policies and procedures to remain up-to-date, effective, and compliant with internal and external standards.
- Improve IT processes and controls continuously to enhance service quality, efficiency, and compliance.
- Identify and manage IT risks to ensure compliance with internal policies and external regulations.
- Conduct IT compliance checks and pre-audit activities to prepare for internal and external assessments.
- Support annual ISO 20000 & ISO 27001 certification processes and contribute to continual improvement initiatives.
- Maintain ITSM applications, systems, and services to ensure availability, reliability, and compliance.
- Administer configurations and updates to support efficient IT service delivery and continual improvement.
- Coordinate with IT infrastructure, cybersecurity, and application teams to improve end-to-end service reliability.
- Oversee day-to-day IT service delivery to ensure high availability and performance.
- Own incident, problem, change, and service request processes, ensuring consistency and efficiency.
- Drive and implement ITSM processes aligned with Gartner-recommended models to enhance service excellence.
- Continuously improve ITSM process maturity to increase efficiency, reliability, and business value.
- Define, maintain, and improve ITIL-aligned processes (incident, problem, change, release, service level, CMDB).
- Ensure Service Catalog is up to date and reflects available business services.
- Identify opportunities for improving service quality, efficiency, and customer satisfaction through ITSM practices.
- Lead and motivate service desk, incident, and change managers
- Work closely with IT operations, cybersecurity, and other business units.
- Bachelor's degree in IT, Business Information Systems, or a related field.
- Minimum 5-8 years of experience in IT Service Management, IT audit, or IT compliance roles.
- ITIL Expert certification is highly desirable.
- ISO Lead Implementer/Auditor certification.
- Proficiency with ITSM platforms (e.g., Manage Engine - IT Service Desk, ServiceNow, Jira Service Management).
- Direct experience with implementing or managing ITSM processes based on ITIL or similar frameworks.
- Experience in supporting ISO certification processes.
- Familiarity with Gartner's ITSM research and models is a plus.
- Deep ITSM Framework Knowledge: Advanced knowledge and experience of audit processes, ISO 20K & 27K, NIST framework, COBIT, and ITIL. Specific understanding of Gartner's ITSM maturity model.
- ITSM Tool Expertise: Experience with ITSM tools and how to implement them for all IT and users.
- Process Improvement: Proven ability to analyze existing processes, identify gaps, and design optimized workflows for IT service delivery.
- Audit & Compliance Support: Capability to support and coordinate IT audits and certification processes.
- Communication & Awareness: Strong communication skills and ability to conduct IT awareness programs.
- Detail-oriented and organized, with the ability to manage multiple priorities and deadlines in a fast-paced environment
- Ability to collaborate effectively across departments
- Ability to plan, execute, and complete projects successfully.
- Willing to work in: Karawaci, Tangerang.
- Medical insurance
- Medical checkup