job description
Are you a passionate IT Service Management (ITSM) Specialist with a deep understanding of ITIL 4 frameworks and a drive to optimize IT service delivery? NYGC Services, Inc. is seeking a detail-oriented professional to join our team in Bali, Indonesia (hybrid setup) and lead our efforts in Incident, Problem, Change Management, and CMDB optimization.
In this role, you will play a pivotal part in enhancing our IT service operations by implementing best practices in SLA/KPI reporting, service improvement initiatives, and IT governance. Your expertise will ensure seamless IT service delivery, minimizing downtime and maximizing efficiency across our organization.
If you thrive in a dynamic environment, have a proactive approach to problem-solving, and are eager to contribute to a forward-thinking IT team, we’d love to hear from you!
Responsibility
- Design, implement, and maintain ITIL 4-aligned ITSM processes, including Incident, Problem, Change, and Service Request Management.
- Develop and optimize the Configuration Management Database (CMDB) to ensure accuracy and completeness of IT assets and relationships.
- Monitor, analyze, and report on SLA and KPI metrics to drive continuous service improvement.
- Collaborate with cross-functional teams to identify service gaps and propose actionable solutions.
- Lead root cause analysis (RCA) for major incidents and implement preventive measures.
- Automate workflows and integrate ITSM tools to streamline service delivery.
- Conduct regular service reviews and present insights to stakeholders for decision-making.
- Stay updated with emerging ITSM trends, tools, and best practices to enhance organizational maturity.
Qualifications
- Bachelor’s degree in Information Technology, Computer Science, or a related field.
- 3+ years of experience in IT Service Management, with hands-on exposure to ITIL 4 frameworks.
- Proven expertise in CMDB management, Incident/Problem/Change Management, and SLA/KPI reporting.
- Proficiency in ITSM tools such as ServiceNow, BMC Helix, or Jira Service Management.
- Strong analytical and problem-solving skills with a data-driven mindset.
- Excellent communication and stakeholder management abilities.
- Certifications in ITIL 4 Foundation or higher are a strong plus.
- Experience working in a hybrid or remote setup is advantageous.