Senior IT Operations Specialist

What you’ll Do:

Employee Lifecycle Management (Onboarding & Offboarding)

• Seamless Onboarding: Orchestrate a smooth onboarding experience, ensuring all new joiners have timely access to necessary IT systems and internal tools immediately upon starting.
• User Satisfaction: Drive continuous improvement to maintain consistently high user satisfaction scores for the onboarding process.
• Content Creation: Develop and update engaging pre-onboarding guides and video content to assist new hires.
• Offboarding Efficiency: Manage the offboarding process by optimizing email notifications and utilizing dashboards to accurately track IT asset returns and account deactivation status.
• Feedback Loop: Regularly gather feedback from key stakeholders to identify pain points and implement improvements.

Asset Lifecycle & Operations Management

• End-to-End Lifecycle: Manage the complete lifecycle of hardware assets from procurement and introduction to retirement and disposal, ensuring compliance with environmental and security standards.
• Inventory Control: Execute efficient check-out and check-in processes for employees, ensuring all movements are completed fully and within the defined timeframe of the change.
• Incident Management: Manage asset-related requests and alerts using the internal Ticketing System. Ensure tickets are updated, resolved, or escalated to relevant teams as necessary, strictly adhering to Company Processes, Policies, and SOPs.
• Process Workflows: Develop and maintain clear workflows and diagrams for handling asset loss and asset damage procedures.

Access Management & System Compliance

• Access Administration: Grant access, modify permissions, and manage user accounts across various systems based on approved requests and roles.
• SLA Achievement: Ensure all access requests for both (Non-Audit) and (Audit) are completed strictly within defined Service Level Agreements (SLAs) every month.
• Centralized Documentation: Document and maintain a centralized knowledge base containing all system details and SLAs for both Non-Audit and Audit Scope systems.
• Compliance & Audit: Conduct monthly User Access Reviews (UAR) to verify data accuracy for general systems and ensure Zero Audit Findings for audit-scope systems.

Process Improvement, Automation & Data Insights

• Systematic Analysis & Planning: Analyze current workflows to identify bottlenecks or redundancies. Design and document new Process Flowcharts that are clear, secure, and aligned with international standards.
• Automation Drive: Proactively identify opportunities across all processes to design and implement Automation (e.g., No-code/Low-code tools or Scripting) to reduce manual tasks and improve service accuracy.
• Data-Driven Insights & Dashboards: Design and maintain Real-time Dashboards to track asset status and team performance. Use these insights for Trend Analysis and to drive proactive operational improvements.
• Reporting: Prepare monthly reports on Team Productivity and system operational efficiency for management review.

What you’ll Need:

• Experience: 3-5+ years in IT System Administration, IT Operations, or a Senior Service Desk role.
• Technical Skills:
  • Proficiency in Advanced Excel/Google Sheets for reporting and data analysis.
  • Data Visualization: Experience creating dashboards using Looker Studio or similar tools.
  • ITSM Tools: Experience with various IT Service Management or Ticketing tools.
  • OS Knowledge: Solid understanding of Mac OS and Windows environments.
• Process Design: Proven ability to analyze and create Process Flowcharts and design practical Approval Workflows based on actual business processes.
• Initiative & Automation Mindset: Proactive in identifying opportunities to implement Automation and innovative ideas to improve operations.
• Language Skills: Good communication skills in both English and Thai (required for supporting a multi-national workforce).
• Soft Skills:
  • Problem Solver: Ability to perform Root Cause Analysis (RCA) to prevent recurring issues.
  • User-Centric Mindset: Passionate about providing a high-quality employee experience.
  • Organized: Ability to multitask and prioritize daily operations effectively under pressure.