Job Description

Are you looking to be a part of a company that cares about your professional growth, all while empowering you to become the best person to your family, peers, and the community Discover how a career in SEAOIL can nurture your growth, as you make your mark in fuelling a better future for others.
Every role in SEAOIL contributes significantly to the company. Here's a summary of what you will be doing in this job:
The Senior Officer ( Service Management) is responsible for performing IT Service Management (ITSM) metrics collection, analysis, and reporting to facilitate decisions related to service improvements. It also provides assitance with the development and maintenance of ITSM processes and associated procedures and tasks. Also responsible for team communications and provide IT training initiatives and maintain relevant documentations, guides, and other materials.
Success in this role will require you to fulfill the following responsibilities:
1. Reporting and Trend Analysis

• Generate reports and dashboards based on required metrics with the use of graphs and other data visualization functions.
• Provide and accommodate ad-hoc reports as necessary.
• Build and maintain reporting templates.
• Identify, analyze, and interpret trends to facilitate capacity planning, problem management, and service improvements.
• Communicate and present reports and data analysis to stakeholders.

2. Training Delivery

• Conduct training sessions on new and existing IT applications, tools, systems, etc.
• Document processes, tasks, and produce user guides, manuals, and other relevant materials in support of delivering training.
• Maintain a knowledge base system and updates as necessary.

3. Communication

• Create and distribute IT announcements, maintenance notices, and other advisories as needed.
• Launch communications and awareness campaigns on policy and standards, and other topics as needed.
• Work closely with other ITS teams to create and deliver required IT announcements.
• Develop and maintain standard templates for communications.

4. ITSM Platform Administration

• Provide general support, administration, and maintenance of the ITSM platform.
• Maintain and update catalog, ticket categories, and other settings as per the required changes.
• Work closely with other ITS teams in identifying required metrics and processes to implement in the platform.

5. Projects and other tasks

• Handles ITSM projects and other tasks that may be assigned from time to time

PREFERRED QUALIFICATIONS FOR THIS ROLE
Bachelor's degree in computer science, information technology, or any related technology course.
ITIL, Google IT Support Professional, Microsoft Certified Professional (MCP) or CompTIA A+ certified preferred but not required.
At least 3 years experience as IT Service Management Analyst or IT Business Analyst or relevant role. Background in Project Management, Stakeholder Management, Reporting, IT Training. Leadership experience is an advantage
Adept in the following:
1. Functional knowledge of IT Service Management (ITSM) frameworks.
2. 2-3 years reporting and administration experience with any ITSM or ticket based applications
3. Proficient in Google Workspace Apps (Google Docs, Sheets, Drive, and other Google Apps).
4. Proven ability to use MS PowerBI, MS Excel, Google Sheets to create pivot tables, graphs and charts, using available raw data (.csv)
5. Strong computer hardware, software, and troubleshooting skills
6. Experience in documenting, configuring, testing, training, and implementing new applications, systems or processes.
Demonstrates:
1. Strong analytical and problem solving skills
2. Strong report generation and writing capabilities
3. Excellent organizational skills, detail oriented, prioritizing skills, with fluctuating workload and adaptability
4. Strong interpersonal skills - ability to interact with employees in all departments at all levels.
Above average verbal and written communication skills.
Expectations from Candidates:
Candidates who are invited for HR screening will need to undergo and pass an online exam and/or technical exam, and accomplish HR documents, personality tests, and essay exams before proceeding to the HR interview.
Candidates who pass the HR interview would then need to submit soft copies of their available pre-employment requirements, such as the Transcript of Records, Diploma, and NBI clearance. The complete list will be provided by the recruiter.
In the event candidates are hired, they would be required to submit hard copies of all the pre-employment requirements and pass the medical exam and background check before onboarding.
Benefits of Working in the Company:
Office-based positions can enjoy the privilege of working from home during the pandemic
Employees will have the opportunity to be trained by our in-house training team and subject matter experts
Early regularization opportunity
Family-oriented culture
Are you looking to be a part of a company that cares about your professional growth, all while empowering you to become the best person to your family, peers, and the community? Discover how a career in SEAOIL can nurture your growth, as you make you