IT Process Excellence Sr. Analyst

PT Chandra Asri Pacific Tbk; Jakarta Pusat; On-site; IDR 210,000,000 - 360,000,000; Full time

Job summary

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

Responsibilities

• 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.

Skills

English fluency

Communication skills

Stakeholder management

Coordination skills

Data analysis

Education

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

Tools

Jira Service Management

ServiceNow

Job description

PT Chandra Asri Sentral Solusi (CASS) is a subsidiary of PT Chandra Asri Pacific Tbk (Chandra Asri Group) established to deliver Shared Service Center (SSC) solutions that support the Group’s growing business operation.

Our commitment is to empower Chandra Asri Group’s transformation and long-term growth by becoming a trusted strategic partner in business support and service delivery.

CASS plays a vital role in enhancing efficiency, standardizing process and driving operational excellence across the Group’s subsidiaries-including entities based in Singapore.

Job Purpose

Process Excellence Sr. Analyst(IT) is responsible for improving IT service quality, performance, and efficiency through KPI/SLA governance, ticket analysis, process improvement, and automation initiatives.

This role monitors service performance, identifies recurring issues and process gaps, coordinates corrective actions, and helps teams deliver more reliable and customer-focused IT services.

Key Responsibilities

1. Service Performance & KPI/SLA Management

• Define, maintain, and monitor IT service KPIs, SLAs, targets, thresholds, and measurement methods.
• Analyze performance data from ticketing systems, operational reports, dashboards, and customer feedback.
• Identify SLA breaches, recurring issues, service bottlenecks, and performance gaps.
• Support development, standardization and preparation of service performance dashboards and reports for management review.
• Coordinate corrective and preventive actions with relevant IT teams and process owners.

2. Ticket Analysis & Continuous Improvement

• Analyze ticket trends, aging, backlog, escalation patterns, reopen rates, and repeat requests.
• Conduct root cause analysis to distinguish people, process, system, or knowledge-related issues.
• Recommend improvements to workflows, ticket categorization, routing, escalation, and self-service.
• Work with process owners to turn recurring issues into sustainable process or system improvements.
• Track improvement results after implementation to ensure expected benefits are achieved.

3. IT Change, Knowledge, and Process Governance

• Coordinate the weekly CAB process, including agenda preparation, change review, approval tracking, and closure follow-up.
• Maintain the standard change library and support proper governance for standard, normal, and emergency changes.
• Manage the Knowledge Base program to improve L1 resolution capability and reduce repeat escalations.
• Coordinate with technical teams to document recurring issue resolutions into clear and usable KB articles.
• Support process documentation, standardization, and adoption across IT operations.

4. Process Optimization & Automation

• Review end-to-end IT processes to identify inefficiencies, duplication, control gaps, and manual activities.
• Identify opportunities for automation, workflow digitalization, system integration, AI/RPA, and self-service.
• Facilitate improvement initiatives with stakeholders and process owners.
• Define practical process measures and service standards for redesigned processes.
• Promote standardization, best practices, and continuous improvement across IT service operations.

5. Reporting, Project Support & Business Continuity Readiness

• Prepare periodic or monthly performance reports, dashboards, and management summaries.
• Highlight key trends, issues, risks, improvement actions, and follow-up items.
• Support process improvement, automation, and transformation initiatives by tracking milestones, benefits, risks, and issues.
• Coordinate with cross-functional teams to support implementation, communication, documentation, and adoption of changes.
• Support Business Continuity readiness activities, including understanding and coordination of Business Continuity Plan (BCP), Incident Response Plan (IRP), and Disaster Recovery Plan (DRP) documentation, testing, awareness, and improvement follow-up.

Requirements

Minimum Qualifications

• Bachelor's degree in Information Technology, Computer Science, Information Systems, Business Process Management, or a related field.
• Minimum 4 years of experience in IT Service Management, IT Operations, Service Desk, Process Excellence, or Service Performance Management.
• Experience in KPI/SLA management, ticket performance analysis, operational reporting, and service improvement.
• Hands-on experience with ITSM tools such as Jira Service Management, ServiceNow, or equivalent platforms.
• Ability to analyze data, identify root causes, and translate insights into practical improvement actions.
• Good communication, stakeholder management, and coordination skills.
• Fluent in spoken and written English.

Preferred Qualifications

• Experience with Power BI, Tableau, or other dashboard and data visualization tools.
• Exposure to SAP, Microsoft 365, Windows environments, automation, or digital transformation initiatives.
• Experience supporting enterprise, regional, or multinational IT shared service environments.
• COBIT, ITIL, or other I&T related frameworks certifications.

If you’re ready to bring your skills to a dynamic environment where your work makes an impact across industries and borders, we’d love to hear from you. Join us at Chandra Asri Group and be part of shaping a smarter, more connected future.