Information Technology Officer

The IT Officer specializing in IT Service Management (ITSM) and IT Asset Management (ITAM) is responsible for ensuring efficient IT service delivery, maintaining IT assets, and optimizing IT processes in alignment with organizational goals. This role involves managing ITIL-based service management, maintaining accurate IT asset records, and supporting continuous improvement in IT operations.

Responsibilities

IT Service Management (ITSM):

• Implement and maintain ITIL-based IT Service Management processes (Incident, Problem, Change, Request, and Configuration Management).
• Monitor and manage the IT service desk, ensuring timely resolution of incidents and service requests.
• Maintain the Configuration Management Database (CMDB) to ensure accurate IT service mapping.
• Coordinate IT changes, minimizing disruptions and ensuring proper approvals.
• Analyze incident trends and implement preventive measures to improve service quality.
• Prepare and report on ITSM KPIs (e.g., MTTR, SLA compliance).

IT Asset Management (ITAM):

• Maintain an accurate inventory of hardware, software, and cloud assets.
• Track IT asset lifecycles (procurement, deployment, maintenance, disposal).
• Ensure compliance with software licensing and reduce audit risks.
• Optimize IT asset utilization and cost efficiency.
• Coordinate with procurement and finance teams.

Process Improvement & Compliance:

• Identify and implement improvements in ITSM/ITAM processes.
• Ensure IT policies and procedures align with industry best practices.
• Support audits and ensure compliance with regulatory requirements.

Stakeholder Collaboration:

• Liaise with IT teams, vendors, and business units for seamless service delivery.
• Provide training and guidance on ITSM/ITAM best practices.

Qualifications

• Bachelor’s degree in IT, Computer Science, or related field.
• 3+ years in ITSM/ITAM, IT support, or IT operations.
• Proficiency in ITSM/ITAM tools (preferably GLPI).
• Basic understanding of IT infrastructure (hardware, software, cloud).