รายละเอียดงานLocation: Chonburi, Sriracha (ชลบุรี), Thailand
- Process Design and Implementation: Develop, document,
and implement ITSM processes and procedures, ensuring alignment with industry best practices,
such as ITIL (Information Technology Infrastructure Library).
- Incident and Problem Management:
Lead and oversee incident and problem resolution processes,
driving timely resolution and root cause analysis to prevent recurrence.
- Change Management:
Manage the change control process, assessing the impact of changes on IT services,
and ensuring minimal disruption to operations.
- Service Catalog Management:
Maintain and enhance the service catalog,
ensuring that IT services are clearly defined and aligned with business needs.
- Service Level Management:
Define, negotiate, and manage Service Level Agreements (SLAs) to meet and exceed service expectations.
- IT Asset and Configuration Management:
Oversee IT asset and configuration management, maintaining accurate records of hardware, software, and configurations.
- Continuous Improvement:
Identify areas for improvement within ITSM processes and drive initiatives to enhance efficiency, quality, and customer satisfaction.
- Training and Documentation:
Develop and deliver training programs for IT staff and end-users regarding ITSM processes and tools. Maintain comprehensive documentation of processes and procedures.
- ITSM Tool Administration:
Administer and optimize ITSM tools and systems, ensuring they meet organizational needs and support process automation.
- Reporting and Analytics:
Generate and analyze ITSM performance metrics and key performance indicators (KPIs) to identify trends and areas requiring attention.
- Compliance and Audits:
Ensure ITSM processes are compliant with relevant regulations and standards. Prepare for and participate in internal and external audits as needed.