Operations Accelerator - Service Management Analyst

PT SMART,Tbk; Jakarta Utara; On-site; IDR 216,000,000 - 360,000,000; Full time

Job summary

PT SMART Tbk in Jakarta is seeking an Operations Accelerator - Service Management Analyst to drive performance visibility, compliance, and continuous improvement across service operations.

You will transform data into insights, monitor incidents, and support automation and reporting initiatives, with a path toward independently leading small to medium projects. Fresh graduates are welcome and the role is based at the Head Office Jakarta (Sudirman).

Qualifications

• Bachelor degree in any field.
• Fresh Graduate are welcome.
• Good communication skill and analytical thinking.
• Willing to be placed in Head Office Jakarta (Sudirman)

Responsibilities

• Perform compliance and quality assessments based on the defined Operations Maturity Framework by the Business Excellence team.
• Support Service Management Lead and Account Managers in monitoring incidents; ensure failed service levels are analysed, resolved, and followed up in a timely manner with CBS Tower delivery leads.
• Perform and/or support continuous improvement initiatives to enhance or automate current ways of working and reporting.
• Develop project management capabilities by supporting improvement initiatives, with progression towards independently leading small to medium-scale projects that drive operational efficiency and service excellence.
• Build understanding of end-to-end processes and data flows across key business functions to strengthen service insights, improve reporting accuracy, and identify optimization opportunities.
• To perform accurate and timely service reporting across all towers, including internal and client service performance.
• Perform analysis, identify key issues and relationships, conduct investigations into reasons for variances, exceptions or discrepancies.
• Analyse service delivery such that agreed service levels and budgetary guidelines defined in the relevant Service Level Agreements.

Skills

Communication

English

Analytical thinking

Education

Bachelor degree

Tools

Power BI

MS Office

Job description

Operations Accelerator - Service Management Analyst

Be at the heart of service excellence by driving performance visibility, compliance, and continuous improvement across service operations. As a Service Management Analyst, you will transform data into insights, proactively manage service health, and ensure delivery teams stay aligned with performance commitments and operational standards.

You’ll act as a key enabler of operational maturity, partnering with service leads and delivery teams to monitor incidents, address service gaps, and embed smarter, more efficient ways of working. From reporting accuracy to automation initiatives, you’ll help elevate service management into a high-impact, insight-driven function.

Job Description :

General Duties and Responsibilities

Perform compliance and quality assessments based on the defined Operations Maturity Framework by the Business Excellence team

Support Service Management Lead and Account Managers in monitoring incidents; ensure failed service levels are analysed, resolved, and followed up in a timely manner with CBS Tower delivery leads

Perform and/or support continuous improvement initiatives to enhance or automate current ways of working and reporting

Develop project management capabilities by supporting improvement initiatives, with progression towards independently leading small to medium-scale projects that drive operational efficiency and service excellence

Build understanding of end-to-end processes and data flows across key business functions (e.g., Procurement, HR, Finance) to strengthen service insights, improve reporting accuracy, and identify optimization opportunities

To perform accurate and timely service reporting across all towers, including internal and client service performance

Perform analysis, identify key issues and relationships, conduct investigations into reasons for variances, exceptions or discrepancies.

Analyse service delivery such that agreed service levels and budgetary guidelines defined in the relevant Service Level Agreements.

Skills Requirement:

Microsoft Office Expertise: Proficient in PowerPoint, Excel (including data analysis and formulas), and Word for high-quality reporting and presentations

Effective Communication: Good command of English (written and verbal) to engage stakeholders and present insights clearly

Data Visualization & Analytics: Willingness and ability to learn Power BI for dashboard creation, reporting automation, and data-driven insights

Job Requirement :

Min Bachelor Degree in any field

Fresh Graduate are welcome

Good in communication skill and analytical thinking

Willing to be placed in Head Office Jakarta (Sudirman)

Unlock job insights

Hirer responsiveness Salary match Number of applicants

Agriculture, Forestry & Fishing More than 10,000 employees

PT SMART Tbk (SMART) is one of the largest, publicly-listed, integrated palm-based consumer companies in Indonesia committed to sustainable palm oil production.

SMART’s palm oil plantations cover more than 138,000 hectares (including smallholder farmers). Our primary activities are cultivating and harvesting oil palms, processing fresh fruit bunches (FFBs) into crude palm oil (CPO) and palm kernel, and refining CPO into value-added products such as cooking oil, margarine, and shortening. We operate 16 mills, four kernel crushing plants and four refineries across Indonesia.

Besides bulk and industrial oil, SMART’s refined products are also marketed under several brands such as Filma and Kunci Mas. Today, these brands have been recognised for their high quality and command significant market share in their respective segment in Indonesia.

Founded in 1962, SMART was listed on the Indonesia Stock Exchange in 1992 and is based in Jakarta. A subsidiary of Golden Agri-Resources (GAR), SMART has the oleochemical business, Sinarmas Oleochemical (PT SOCI MAS) and the SMART Research Institute (SMARTRI) within its operations.

PT SMART Tbk (SMART) is one of the largest, publicly-listed, integrated palm-based consumer companies in Indonesia committed to sustainable palm oil production.

SMART’s palm oil plantations cover more than 138,000 hectares (including smallholder farmers). Our primary activities are cultivating and harvesting oil palms, processing fresh fruit bunches (FFBs) into crude palm oil (CPO) and palm kernel, and refining CPO into value‑added products such as cooking oil, margarine and

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