IT Service Management

3 weeks ago

Pasig, National Capital Region, Philippines White Cloak Technologies, Inc. Full time
Overview

Job Title: IT Service Management (ITSM) Engineer

Company: White Cloak Technologies, Inc.

Job responsibilities and scope for the IT Service Management (ITSM) Engineer role.

Responsibilities
  • 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.
  • 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.
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