TL;DR

Process Specialist: Governing and sustaining the operational backbone of managed services by overseeing Service Request fulfillment, SLA/KPI reporting, Configuration Management, and Knowledge Management. Focus on ensuring process standardization, audit readiness, and continuous improvement across client technology environments and multi-vendor providers, including comprehensive asset lifecycle management.

Location: Onsite in Bangkok, Thailand

Company

%hirify_global% designs, builds, manages, and modernizes mission-critical technology systems for clients globally.

What you will do

Oversee Service Request (SR) workflows and ensure fulfillment according to ITSM standards.
Track and report SLA/KPI achievement to support governance and continuous improvement.
Maintain and update the Configuration Management Database (CMDB) for critical applications and infrastructure.
Manage and review the knowledge base and SOP/runbook library for current and audit-ready documentation.
Support process audits and provide compliance evidence as required.
Implement and sustain a standardized Asset Management framework, tracking assets from acquisition to retirement.

Requirements

3 years of experience in Service Request, SLA reporting, Configuration Management, or Knowledge Management within an ITSM environment.
Working knowledge of ITIL practices (Request, Service Level, Configuration, Knowledge, SOP/Runbook).
Hands-on experience with ITSM/CMDB platforms (e.g., ServiceNow).
Strong documentation, data reconciliation, and stakeholder communication skills.

Nice to have

Exposure to multi-vendor SIAM operations and performance governance.
Familiarity with process audits and compliance reporting.
Basic analytics skills using Excel/Power BI for trend analysis.

Culture & Benefits

Innovate and build capabilities with state-of-the-art resources and Fortune 100 clients.
Work in an equitable, inclusive environment supported by %hirify_global% Inclusion Networks.
Access employee learning programs and certifications from Microsoft, Google, and Amazon.
Opportunity to participate in volunteering and giving through a company platform.
Comprehensive benefits designed to support well-being and family.