IT Service Management Process Design Lead

Job Description

Tasks and Responsibilities :

1. ITSM Process Design and Implementation
• Analyze existing ITSM processes, identify inefficiencies, and develop optimized workflows to enhance service performance.
• Design end-to-end ITSM processes across Incident, Problem, Change, Knowledge, Event, Service Asset & Configuration and Service Request Management that align with organizational objectives and industry standards.
• Create process documentation, diagrams, and guidelines to facilitate the adoption and adherence to new or refined processes.

2. Stakeholder Collaboration
• Partner with IT teams, business stakeholders, and external vendors to gather requirements, understand pain points, and align ITSM processes with business needs.
• Facilitate workshops and working sessions to define process improvements, obtain buy-in, and promote a shared understanding of new ITSM practices.

3. Performance Measurement and Reporting
• Define Key Performance Indicators (KPIs) for ITSM processes and design reporting standards to monitor service quality, efficiency, and adherence to SLAs.

Requirements :

• Having minimum 7 years of working experience as in the same area.
• Ready to join Immediately.
• Ready to join Immediately and willing to sign months contract until 30 May 2025.
• Willing to work onsite from IT Solution Client Office at TB Simatupang Jakarta.