IT Operations Expert

1 day ago

Makati City, National Capital Region, Philippines beBeeAnalyst Full time $60,000 - $80,000

Imagine being part of a dynamic team that fosters innovation, collaboration, and growth. As an IT Operations Senior Platform Support Analyst, you will play a pivotal role in driving operational excellence and continuous improvement across our global IT infrastructure.

This high-impact position requires strong organizational and scheduling skills, as well as hands-on experience with ServiceNOW or similar ITSM platforms. You will lead and coordinate key ITSM processes, including Change and Problem Management, facilitate governance forums, and deliver actionable insights through dashboards and reports.

Responsibilities
  • Lead the weekly Infrastructure Change Advisory Board (CAB) meetings: scheduling, agenda prep, facilitation, and documentation.
  • Facilitate the weekly Project Change Control Board (CCB) meetings for application, security, and infrastructure project changes entering support.
  • Cordinate Problem Management: leveraging ServiceNOW, track problem records, facilitate RCA sessions, and ensure documentation of corrective actions.
  • Organize and coordinate the monthly Major Project Readiness, bringing together cross-functional IT teams.
  • Maintain centralized calendars for changes, major initiatives, and key IT events to support planning and visibility.
  • Build and maintain regular reports and dashboards for:
    • Change success/failure rate
    • Problem aging, root cause status, and resolution times
    • Readiness tracking for upcoming major changes or go-lives
  • Support leadership with data-driven insights to inform strategic decisions.
  • Analyze and extract data from ServiceNOW and other systems to support metrics and KPIs.
  • Ensure adherence to ITIL-based governance across change and problem processes.
  • Identify process gaps, propose improvements, and drive implementation with appropriate teams.
  • Support compliance efforts related to internal controls, audit readiness, and change traceability.
  • Create and distribute meeting minutes, action items, and process updates.
  • Maintain an internal knowledge base for change, problem, and project readiness processes.
  • Keep stakeholders across IT informed, aligned, and engaged in governance processes.
Required Qualifications
  • 3+ years of experience in IT Operations, Service Management, or Project Coordination roles
  • Strong understanding of ITIL processes (Change, Problem, Incident)
  • Hands-on experience with ServiceNOW or similar ITSM platforms
  • Strong organizational and scheduling skills
  • Proficiency in creating reports using Excel, PowerPoint, Power BI, or similar tools
  • Excellent written and verbal communication skills
Benefits
  • We have a diverse and inclusive culture that values creativity and diversity.
  • We invest in developing our people, providing opportunities for growth and career advancement.
  • You will work with talented and creative professionals in a collaborative environment that celebrates innovative ideas.

We prioritize talent development, fostering a culture of continuous growth and career progression. We are committed to equal employment opportunities for all applicants and employees without regard to race, color, religion, gender identity or expression, national origin, age, protected disability, veteran status, or any other protected status.

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