Knowledge Management Associate

ALTO Network is a leading payment infrastructure provider as well as the pioneer in payment solution by always bringing the most innovative and impactful technology to connect merchants or financial institutions with their customers to grow their businesses nationwide and beyond.

Role Purpose

• Demonstrate excellence in change management includie : coordinating releases, deployments, and configuration changes.
• Demonstrate excellence in monitoring and analyze ticket performance.
• Demonstrate excellence in creating and reviewing documents to enrich knowledge-based learning or developing policy and procedure.
• Demonstrate excellence in coordinating a project

Key Responsibilities

• Manage deployment process on all IT Application Support and also ensure the collaboration between L1 (Helpdesk, Monitoring, Transaction, Managed Service) are coordinated properly
• Manage internal projects by itscompletion which involves in coordinating with different Division, Unit, setting project timelines, managing budgets, and ensuring that project goals align with the objectives
• Manage, analyzing and optimizing the performance of ticketing systems within ALTO, which involves in monitoring key performance indicators (KPIs), evaluating ticket resolution processes, and providing insights to improve service delivery
• Regularly review current work processes and provide an idea for areas of improvement which are executable and not that hard to be implemented by relevant stakeholder
• Regularly perform steering committee in order to get strategic direction from the members and ensure the follow up from the meeting outcome can be tracked properly
• Ensure all the members of the squad or members which related to the project can execute the process properly
• Work with IT and Application Support teams to ensure that all relevant technical knowledge is documented and stored in a structured manner
• Track and analyze key metrics related to ticketing performance, such as ticket volume, response time, resolution time, and backlog
• Capture and document critical helpdesk and system knowledge, including system configurations, troubleshooting procedures, technical guides, and best practices
• Develop and maintain real-time dashboards and reports to provide visibility into ticketing performance
• Identify trends, bottlenecks, and areas for improvement within the ticketing process
• Create an interactive and dynamic customer-focused working environment with clear responsibilities and expectations for each team members
• Ensure documentation is clear, concise, and accessible to both technical and non-technical users
• Together involve in reviewing deployment process with all stakeholder in order to get better and full picture for the deployment process
• Risk/Findings audit to be fulfilled
• Perform support good corporate governance in their specific areas of work as well as develop and maintain an IT knowledge repository, such as a knowledge base or IT wiki, ensuring it is well-organized, up-to-date, and easy to navigate

Knowledge

• Basic Understanding on Financial Digital / Core Product (disbursement, virtual account, QR, biller, ATM, POS)
• Project Management
• ITIL v4 / IT Service Management
• Agile methodology
• General IT Knowledge

Non-Technical

• Learning skills
• Risk Analysis
• Reporting and emergency response planning
• Strong relationship management
• Excellent communication and interpersonal skills
• Strong motivational and empowerment skills
• Commitment and reliable
• Outstanding organizational and leadership skills
• Take initiative and remain calm under pressure.

Technical

• Collaboration tools (Jira, Ivanti, confluance)

• Proven experience as IT Service Management, Project Management, Knowledge Management or similar position at least 2 years' experience
• The ideal candidate is expected to have excellent organizational and communication skills, as well as the ability to work effectively in a team-oriented environment.
• Bachelor Degree from IT, Information System, and IT related background
• Experience in handling Project Management at least 2 years experience
• Have excellence presentation, communication skill to ensure audience are understand with the topic
• Strong problem-solving skills and a proactive approach to challenges
• Good in creating training presentation