job description
Join Vertere Global Solutions, Inc. as our ITSM Specialist and become a driving force behind our IT service excellence and operational efficiency. In this pivotal role, you will shape and optimize our IT service management processes, ensuring seamless service delivery, continuous improvement, and alignment with business objectives. Based in the vibrant tech hub of Bali (with remote flexibility in Canggu, Ubud, Denpasar, Jimbaran, Nusa Dua, Kuta, or Badung), youâll collaborate with cross-functional teams to elevate our IT operations to world-class standards.
As an ITSM Specialist, youâll play a key role in implementing and refining ITIL best practices, enhancing incident and problem management, and fostering a culture of service excellence. Your expertise will directly impact our ability to deliver reliable, high-quality IT services that support our global clients and internal stakeholders. If youâre passionate about IT service management, process optimization, and driving measurable improvements, this is your opportunity to make a significant impact in a dynamic, forward-thinking organization.
Vertere Global Solutions is a trusted partner in digital transformation, offering innovative IT solutions to businesses worldwide. By joining our team, youâll work in a collaborative, remote-first environment that values innovation, professional growth, and work-life balance. Enjoy the flexibility of working from Baliâs most desirable locations while contributing to projects that shape the future of IT service management.
Why Join Us?
- Remote work flexibility in Baliâs top locations (Canggu, Ubud, Denpasar, etc.)
- Competitive salary and performance-based incentives
- Opportunities for professional development and certifications (ITIL, ISO 20000, etc.)
- Collaborative, inclusive, and innovative work culture
- Impactful projects with global clients and cutting-edge technologies
Responsibility
- Design, implement, and optimize IT service management (ITSM) processes based on ITIL best practices to enhance service delivery and operational efficiency.
- Lead incident, problem, and change management initiatives to minimize disruptions and improve service reliability.
- Develop and maintain ITSM policies, procedures, and documentation to ensure compliance with industry standards and organizational goals.
- Collaborate with IT teams, vendors, and stakeholders to align ITSM processes with business objectives and customer needs.
- Monitor and analyze ITSM performance metrics (e.g., MTTR, MTBF, SLA compliance) to identify trends, risks, and opportunities for improvement.
- Provide training and guidance to IT staff and end-users on ITSM tools, processes, and best practices to foster a culture of service excellence.
- Drive continuous improvement initiatives by evaluating emerging ITSM technologies, tools, and methodologies to enhance service quality and efficiency.
- Act as a subject matter expert (SME) for ITSM-related projects, ensuring alignment with organizational strategies and industry standards.
Qualifications
- Bachelorâs degree in Information Technology, Computer Science, or a related field (or equivalent work experience).
- Minimum of 3-5 years of experience in IT service management (ITSM), with a strong understanding of ITIL frameworks (v3 or v4).
- Certification in ITIL (Foundation, Intermediate, or Expert) is highly preferred; additional certifications (e.g., ISO 20000, COBIT) are a plus.
- Proven experience with ITSM tools such as ServiceNow, BMC Helix, Jira Service Management, or similar platforms.
- Strong analytical and problem-solving skills, with the ability to translate data into actionable insights and process improvements.
- Excellent communication and interpersonal skills, with the ability to collaborate effectively with cross-functional teams and stakeholders.
- Experience in remote work environments, with a proactive and self-motivated approach to managing tasks and priorities.
- Familiarity with Agile, DevOps, or Lean methodologies is advantageous for driving continuous improvement in ITSM processes.