Deskripsi Pekerjaan
Are you a data-driven professional with a passion for operational excellence? Sinar Mas Agribusiness and Food is seeking a high-potential Operations Accelerator - Service Management Analyst to join our dynamic technology team in Jakarta. In this pivotal role, you will act as the bridge between technical delivery and business value, ensuring our digital services are not only robust but strategically aligned with our broader organizational objectives.
As an Operations Accelerator, you will be responsible for transforming complex raw data into actionable insights that drive continuous service improvement. You will proactively monitor service health, manage incident life cycles, and collaborate with cross-functional teams to streamline workflows. This position is perfect for someone who thrives in a fast-paced environment and possesses the analytical rigor to identify bottlenecks before they impact our end-users.
We offer a collaborative culture, opportunities for rapid professional growth, and the chance to work on large-scale digital transformation projects within one of the world's leading agribusiness firms.
Tanggung Jawab
- Monitor and analyze service performance metrics to ensure adherence to established Service Level Agreements (SLAs).
- Identify, document, and investigate service incidents, driving Root Cause Analysis (RCA) to prevent recurring issues.
- Develop and maintain comprehensive dashboards and reports to provide leadership with actionable insights on service health.
- Collaborate with cross-functional development and infrastructure teams to facilitate seamless service transitions and deployments.
- Implement proactive process improvements to optimize IT service management (ITSM) workflows.
- Act as a focal point for stakeholder communication during major service outages or critical maintenance windows.
- Analyze user feedback and operational data to prioritize the product roadmap and feature enhancements.
Kualifikasi
- Bachelor’s degree in Computer Science, Information Technology, Engineering, or a related quantitative field.
- Minimum 2-4 years of experience in IT Service Management, Business Analysis, or Operations Support.
- Proficiency in data visualization tools (e.g., Tableau, Power BI, or Grafana) and SQL for data extraction.
- Strong understanding of ITIL frameworks and agile methodology.
- Exceptional problem-solving skills with the ability to translate technical data into business language.
- Excellent communication skills in English and Indonesian, capable of managing stakeholder expectations effectively.
- Detail-oriented mindset with the ability to thrive in a high-pressure, fast-evolving corporate environment.