job description
Are you a detail-oriented IT professional with a passion for optimizing IT service delivery? Seven Seven Global Services, Inc. is seeking an experienced IT Service Management Specialist to join our dynamic team in Bali, Indonesia. In this onsite role, you will play a pivotal part in ensuring seamless IT operations by administering, monitoring, and enhancing core ITIL processes, including Incident, Problem, Change, and Request Management.
As the backbone of our IT service framework, you will collaborate with cross-functional teams to drive continuous improvement, minimize disruptions, and elevate user satisfaction. This is an excellent opportunity for a proactive problem-solver to make a tangible impact in a fast-paced, tech-driven environment while enjoying the vibrant culture and work-life balance that Bali offers.
If you thrive in a structured yet innovative setting and are eager to contribute to a global organization, we’d love to hear from you. Apply now and take the next step in your IT service management career!
Responsibility
- Administer and optimize ITIL processes (Incident, Problem, Change, and Request Management) to ensure efficient IT service delivery.
- Monitor and analyze IT service performance metrics, identifying trends and implementing corrective actions to enhance operational efficiency.
- Collaborate with IT teams to resolve complex incidents and problems, minimizing downtime and service disruptions.
- Manage change requests, ensuring proper documentation, risk assessment, and stakeholder communication to maintain service stability.
- Develop and maintain IT service management documentation, including process workflows, SOPs, and knowledge base articles.
- Conduct regular reviews of IT service processes, recommending improvements to align with best practices and business needs.
- Provide end-user support and training to ensure adherence to IT service management policies and procedures.
- Liaise with vendors and external partners to ensure seamless integration of IT services and tools.
Qualifications
- Bachelor’s degree in Information Technology, Computer Science, or a related field.
- Minimum of 3 years of experience in IT service management, with a strong understanding of ITIL frameworks.
- Certification in ITIL v3/v4 (Foundation or higher) is highly desirable.
- Proven experience with ITSM tools such as ServiceNow, BMC Remedy, or Jira Service Management.
- Strong analytical and problem-solving skills, with the ability to troubleshoot complex IT issues.
- Excellent communication and interpersonal skills, with the ability to collaborate effectively with cross-functional teams.
- Fluency in English; additional languages are a plus.
- Ability to work in a fast-paced environment with a focus on continuous improvement.