Senior Itsm Analyst

Senior ITSM Analyst

Pasig City, National Capital Region ₱ Y CXC Philippines

Posted 1 day ago

Job Description

We are seeking a detail-oriented and experienced Senior ITSM Analyst to lead and enhance our Service Request and Catalog Management processes within the IT Service Management (ITSM) framework. This role is ideal for professionals who are passionate about improving service delivery, user experience, and operational efficiency through structured service design and automation.

As a Senior ITSM Analyst, you will be responsible for managing the lifecycle of service requests and maintaining a well-organized, user-friendly service catalog. You will collaborate with service owners, technical teams, and business stakeholders to define, document, and optimize service offerings. Your work will ensure that services are delivered consistently, efficiently, and in alignment with business needs and ITIL best practices.

Key Responsibilities:

• Lead the design, implementation, and continuous improvement of service request workflows and catalog items.
• Collaborate with service owners to define service offerings, SLAs, and fulfillment processes.
• Maintain and govern the service catalog to ensure accuracy, usability, and compliance.
• Analyze service request data to identify trends, bottlenecks, and improvement opportunities.
• Support automation initiatives to streamline request fulfillment and reduce manual effort.
• Ensure alignment with ITIL processes and enterprise service management standards.
• Provide training and guidance to support teams and end-users on catalog usage.

Qualifications:

• Bachelor's degree in Information Technology, Business, or related field.
• 5+ years of experience in ITSM, with a focus on service request and catalog management.
• Strong understanding of ITIL framework and service management tools (e.g., ServiceNow, BMC Remedy).
• Experience in process design, workflow automation, and service documentation.
• Excellent analytical, communication, and stakeholder engagement skills.

Job Types: Full-time, Fixed term

Contract length: 12 months

• Health insurance
• Life insurance
• Work from home

Experience:

• Service Request Fulfillment, Service Catalog Management: 5 years (Required)
• IT Service Management: 5 years (Required)

Senior ITSM Analyst

Posted today

Job Description

Oversee the end-to-end management of the service catalog, ensuring that entries are accurate, up-to-date, and accessible.

Collaborate with IT teams and external service providers to ensure the service catalog reflects current offerings.

Ensure the service portal remains user-friendly and is updated as services evolve or are retired.

Develop service descriptions with a customer-centric approach, ensuring clarity and alignment with business needs.

Produce and disseminate communication materials to promote awareness of available services.

Support ongoing reviews of catalog content to meet evolving user and organizational requirements.

Liaise with other process owners to align Service Catalog Management with broader IT service strategies. Service Request Management and IT Hub (TLC) Operations

Ensure strict adherence to established Request Fulfillment standards.

Monitor and enforce SLAs for managed service providers, ensuring user service requests are handled efficiently.

Oversee day-to-day operations of workplace support, ensuring high standards of service delivery.

Act as the Subject Matter Expert (SME) for the IT Service Request Management process, handling escalations and service recovery efforts when necessary.

Conduct quality audits of IT service operations, analyzing performance trends, identifying areas of inefficiency, and opportunities for process improvements and implementing corrective actions.

Lead or support initiatives to enhance Service Request and IT Asset Management processes, ensuring they evolve with changing business needs.

Contribute to the creation of reports and presentations for management and stakeholders meetings as needed

Requirement and Qualification (Education & Work Experience)

This section is used to describe what knowledge, skills and abilities are required to perform the daily task and duties bulleted above.

Education and Work Experience

• Bachelor's degree in IT, Engineering, Business Management, or a related field.
• Minimum of 8 years of experience in IT Service Management, with a strong focus on Service Request Fulfillment, Service Catalog Management, and IT Asset Management.
• Proficient in ITSM platforms including ServiceNow, Salesforce, Remedy, and Jira.
• Demonstrated expertise in managing Service Catalogs, particularly within ServiceNow.
• Experience working in banking or regulated industries is advantageous.
• Soft Skills: Strong communication and presentation abilities, capable of conveying complex information to diverse audiences.

Certifications (if applicable)

ITIL Foundation Certification is highly preferred.

Job Types: Full-time, Permanent

Service Management

Posted 1 day ago

Location: Makati

Work Arrangement: Hybrid

Our Digital Products and Channels Team is looking for experienced professionals to join us in Makati for the role of Service Management & Incident Response Lead.

In this role you will lead and support incident response teams in detecting, managing, and recovering from system downtimes, while collaborating with internal and external stakeholders to identify root causes, reduce risk, and communicate impact clearly. You will oversee incident investigations, ensure proper tracking and resolution, maintain dashboards and tools, and train analysts to enhance operational response and system resilience.

East West Banking Corporation (EastWest) is one of the largest universal banks in the Philippines, and is committed to continuously invest in people and in process, product, and service enhancements, and embrace new ideas to enhance the EastWest experience.

We empower our employees to drive their careers and are committed to provide the runway for them to grow. We value teamwork and individual initiative. Join us and be part of a highly engaged team, and a workplace that promotes development and goal attainment.

What the role will entail

• Monitor and respond to security events, incidents, and alerts, while establishing new processes and tools where necessary.
• Conduct thorough root cause analysis (RCA) to prevent incident recurrence and mitigate foreseeable issues.
• Review incident data based on RCA and provide recommendations to prevent future occurrences.
• Proactively identify possible mitigating actions and insights for improving security posture.
• Identify recurring patterns and propose clear actions to reduce associated risks.
• Prioritize and resolve all levels of issues, ensuring P1 incidents are handled by the necessary teams.
• Build and enhance tooling, dashboards, and alerting systems, ensuring data accuracy, completeness, and ongoing improvement.

What we’re looking for

• Bachelor's Degree in Computer Science or Telecommunications or any related field
• Certification in relevant IT/Project Management related subjects will be an advantage
• At least 3 years of experience in Incident Management and 5 years in technology roles (systems, networking, application operations, NOC, etc.).
• Strong communication skills, with the ability to convey technical matters clearly to all levels, including business stakeholders.
• Experience in banking, financial apps, or fintech is highly desirable.

What you can expect from joining our team

• Career development and training opportunities
• Competitive salary package and benefits
• Performance-based incentives and recognition programs to reward high-performing individuals
• Opportunity to work with industry experts and be mentored by them
• Defined career progression paths to guide you in your professional growth

IT Service Management

Posted 1 day ago

Job Description

• Execute day-to-day IT Service Management (ITSM) and IT Asset Management (ITAM) activities to ensure reliable, secure, and compliant IT operations.

• Monitor and support the performance, availability, and reliability of IT services and systems across the organization.

• Implement and maintain ITSM tools and workflows, ensuring accurate ticket handling, asset tracking, and SLA reporting.

• Collaborate with IT infrastructure, DevOps, and application teams to support automation, service mapping, and monitoring processes.

• Assist in audit support by ensuring ITSM/ITAM documentation and records are complete and up to date.

Skills and Competencies

• Hands-on experience with ITSM platforms (e.g., ServiceNow, Jira Service Management).
• Familiarity with ITIL principles and ITSM process areas (incident, problem, request, change, asset, and service catalog management).
• Basic knowledge of IT infrastructure components (networks, servers, applications) and how they support IT services.
• Experience in monitoring system performance and escalating outages or performance issues.
• Working knowledge of IT asset lifecycle management, including tracking, tagging, and license compliance.
• Ability to troubleshoot and document IT issues effectively for escalation and closure.
• Strong attention to detail in documentation, ticket updates, and asset records.
• Familiarity with regulatory and compliance frameworks (e.g., BSP, PDIC, ISO 27001, COBIT) is a plus.
• Clear written and verbal communication skills for ticket handling and team collaboration.
• Proactive, detail-oriented, and able to manage multiple tasks in a structured IT operations environment.

Qualifications and Experience

• Bachelor's degree in Electronics Engineering, Information Technology, Computer Science, or related field.
• 3–5 years of experience in IT Operations, IT Service Desk, or ITSM engineering roles.
• ITIL Foundation certification (required); ITIL Intermediate/Practitioner (preferred).
• Certification or training in IT Asset Management (e.g., CITAM) is a plus.
• Experience working in banking or regulated industries is advantageous.
• Familiarity with audit practices and regulatory compliance frameworks (e.g., BSP, ISO, PCI DSS) is a plus.
• Familiarity with DevOps practices, CI/CD pipelines, and cloud-based monitoring tools.
• Experience with automation platforms
• Knowledge of BSP regulatory frameworks, policies, and guidelines.

Equal Opportunity Employer Globe's hiring process promotes equal opportunity to applicants. Any form of discrimination is not tolerated throughout the entire employee lifecycle, including posting vacancies, selecting, and interviewing applicants. Globe's Diversity, Equity and Inclusion Policy Commitment can be accessed here.

What you can expect from joining our team

• Career development and training opportunities
• Competitive salary package and benefits
• Performance-based incentives and recognition programs to reward high-performing individuals
• Opportunity to work with industry experts and be mentored by them
• Defined career progression paths to guide you in your professional growth

IT Service Management Developer

Posted 1 day ago

Job Description

Core Responsibilities

• ServiceNow Development: Design, implement, and customize ServiceNow modules including ITSM, CSM, and integrations with third-party tools using REST APIs.
• Process Optimization: Streamline IT service management workflows and enhance operational efficiency through tailored ServiceNow solutions.
• Knowledge Management: Build and maintain knowledge bases aligned with ITIL best practices. Collaborate with SMEs to curate content that reduces ticket volume and boosts self-service adoption.
• Technical Documentation: Prepare design-level, program-level, and user-level documentation to support development and deployment.
• Customization & Configuration: Utilize scripting (UI Policy, Client Script, UI Actions, Business Rules, Scheduled Jobs) and workflow tools to implement and maintain ServiceNow functionalities.

Skills & Expertise

• Experience – 6–8 years of experience
• ITSM & CSM Modules: Deep understanding of IT Service Management and Customer Service Management within ServiceNow.
• Integration Experience: Proven ability to integrate ServiceNow with external systems using APIs.
• AI Use Cases: Exposure to AI-driven enhancements like Now Assist.
• Change & Incident Management: End-to-end handling of change requests, incident resolution, and knowledge management.
• Training & UAT: Conduct user training and participate in User Acceptance Testing and deployment cycles.

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IT Service Management

Pasig City, National Capital Region ₱60000 - ₱80000 Y White Cloak Technologies, Inc.

Posted today

Job Description

Job Title: IT Service Management (ITSM) Engineer

Job Description:

• Execute day-to-day IT Service Management (ITSM) and IT Asset Management (ITAM) activities to ensure reliable, secure, and compliant IT operations.
• Monitor and support the performance, availability, and reliability of IT services and systems across the organization.
• Implement and maintain ITSM tools and workflows, ensuring accurate ticket handling, asset tracking, and SLA reporting.
• Collaborate with IT infrastructure, DevOps, and application teams to support automation, service mapping, and monitoring processes.
• Assist in audit support by ensuring ITSM/ITAM documentation and records are complete and up to date.

Key Responsibilities:

• Monitor IT systems and services to ensure uptime and performance, escalating issues as required.
• Support the configuration and maintenance of ITSM tools (e.g., ServiceNow, Jira Service Management) for ticketing, workflow, and reporting.
• Participate in incident, request, and problem management processes, including logging, triage, root cause identification, and resolution.
• Maintain and update the IT service catalog ensure services are accurately mapped to supporting infrastructure.
• Track and update asset records across the hardware and software lifecycle, ensuring compliance with license agreements and ITAM policies.
• Assist in the implementation of automated monitoring, alerting, and reporting tools in collaboration with infrastructure and DevOps teams.
• Document incidents, problems, asset changes, and resolutions clearly and consistently in ITSM tools.
• Perform quality checks on ticket data to ensure adherence to SLAs, KPIs, and ITSM standards.
• Provide technical input for audit responses and participate in control reviews related to IT operations.
• Contribute to ongoing process improvements and efficiency initiatives by identifying recurring issues and proposing automation or procedural enhancements.
• Participate in internal training, shadowing, and knowledge-sharing activities to build cross-functional capabilities.

Service Management

Posted 1 day ago

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