IT Process Excellence Lead — KPI & Automation

PT Chandra Asri Pacific Tbk; Jakarta Pusat; Sur place; IDR 210 000 000 - 360 000 000; Plein temps

Résumé du poste

PT Chandra Asri Sentral Solusi (CASS) provides shared services to the Chandra Asri Group, focusing on IT service excellence. This role improves IT service quality, monitors KPIs, and drives automation initiatives across IT operations.

As a Process Excellence Sr. Analyst (IT), you will coordinate KPI governance, ticket analysis, and CAB processes, collaborating with cross-functional teams to deliver reliable, customer-focused IT services for the group and regional entities.

Qualifications

• Bachelor's degree in Information Technology, Computer Science, Information Systems, or related field.
• Minimum 4 years in ITSM, IT operations, or service performance management.
• Experience in KPI/SLA management and service improvement.
• Hands-on with ITSM tools like Jira Service Management or ServiceNow.
• Strong analytical and stakeholder management abilities.
• Proficient English communication

Responsabilités

• Define, monitor, and report IT service KPIs and SLAs.
• Analyze ticket trends and identify root causes for improvements.
• Coordinate change governance, knowledge management, and CAB activities.
• Drive process optimization, automation, and self-service opportunities.
• Prepare periodic performance reports and support BCM/IRP readiness.

Connaissances

English fluency

Communication skills

Stakeholder management

Coordination skills

Data analysis

Formation

Bachelor's degree in IT/CS/IS/Process Management

Outils

Jira Service Management

ServiceNow

Description du poste

PT Chandra Asri Sentral Solusi (CASS) provides shared services to the Chandra Asri Group, focusing on IT service excellence. This role improves IT service quality, monitors KPIs, and drives automation initiatives across IT operations.

As a Process Excellence Sr. Analyst (IT), you will coordinate KPI governance, ticket analysis, and CAB processes, collaborating with cross-functional teams to deliver reliable, customer-focused IT services for the group and regional entities.