Service Management Insight & Performance 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

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).