ITSM Process Specialist

5 days ago

Makati City, National Capital Region, Philippines Booth and Partners Pte Ltd Full time $90,000 - $120,000 per year

About Us

We are a leading technology solutions provider with a clear vision: to unite the power of people and technology to build a better future. Our culture is founded on a core set of values that guide how we collaborate and deliver outstanding results for our clients. As we expand our service enablement capabilities, we are excited to build a new, dedicated team of ITSM experts.

The Opportunity

This is your chance to be a foundational member of a new, fully remote ITSM Process team. We are looking for an ITSM Process Specialist to establish and drive best practices in a high-impact environment. We are focused on finding the right people and believe in quality over speed in our hiring approach.

You will be instrumental in ensuring service stability for our clients by expertly managing incidents, problems, and changes with a calm, process-driven approach.

What You'll Do

  • Lead Major Incident Management: Take immediate command during high-priority incidents, coordinating technical teams, communicating with stakeholders, and driving swift service restoration.

  • Drive Proactive Problem Management: Lead technical investigations to determine the root cause of incidents (RCA), document workarounds, and implement permanent solutions to prevent recurrence.

  • Govern Change Management: Coordinate and manage the Change Advisory Board (CAB), produce and communicate the Forward Schedule of Change, and ensure all changes are assessed and deployed smoothly.

  • Analyze and Report: Develop metrics and reporting to track performance, identify trends, and fuel continuous service improvement (CSI) initiatives.

  • Collaborate and Educate: Work across technical and non-technical teams to embed ITSM best practices and contribute to our shared knowledge base.

Requirements

What You'll Bring (The Must-Haves)

  • Proven experience specifically in Major Incident Management (MIM). This is a non-negotiable requirement.

  • A strong background in core ITSM processes (Incident, Change, Problem Management).

  • Experience working within a 24/7 operational support environment.

  • The ability and willingness to work rotating shifts to ensure seamless coverage. This will be a permanent work-from-home position. 

Bonus Points (The Nice-to-Haves)

  • A technical background from a role such as Service Desk, Systems Engineering, or Network Operations.

  • ITIL v3 Foundation Certification: This is a strong plus. However, for an exceptional candidate with the right operational experience, we are open to sponsoring your certification.

Who You Are

  • Self-Sufficient: You are a disciplined and motivated individual who thrives in a fully remote work setting.

  • Process-Oriented: You find structure in chaos and believe in the power of well-defined processes to achieve great outcomes.

  • Calm Under Pressure: You excel in high-stakes situations, maintaining focus and clarity when it matters most.

  • ITSM Process Team Leader

    5 days ago

    Makati City, National Capital Region, Philippines Booth & Partners Full time $90,000 - $120,000 per year

    About UsWe are a leading technology solutions provider with a clear vision: to unite the power of people and technology to build a better future. Our culture is founded on a core set of values that guide how we collaborate and deliver outstanding results. As we establish a new, critical ITSM Process function, we are seeking an experienced leader to build and...

  • ITSM Process Team Leader

    5 days ago

    Makati City, National Capital Region, Philippines Booth and Partners Pte Ltd Full time $60,000 - $80,000 per year

    About Us We are a leading technology solutions provider with a clear vision: to unite the power of people and technology to build a better future. Our culture is founded on a core set of values that guide how we collaborate and deliver outstanding results. As we establish a new, critical ITSM Process function, we are seeking an experienced leader to build...

  • ITSM Process Team Leader

    5 days ago

    Makati City, National Capital Region, Philippines Booth and Partners Pte Ltd Full time $90,000 - $120,000 per year

    About UsWe are a leading technology solutions provider with a clear vision: to unite the power of people and technology to build a better future. Our culture is founded on a core set of values that guide how we collaborate and deliver outstanding results. As we establish a new, critical ITSM Process function, we are seeking an experienced leader to build and...

  • ITSM Analyst

    5 days ago

    Makati City, National Capital Region, Philippines ViewQwest Inc Full time $104,000 - $130,878 per year

    The IT Service Management Manager is responsible for managing and developing the ITSM processes of the IT support teams. These are the teams responsible for providing proactive first fix and post-sales support to our Customers.Additionally, the ITSM Manager will lead and manage a group of Incident Managers and Analysts.Primary Responsibilities:Responsible...

  • ITSM Queue Coordinator

    3 days ago

    Quezon City, National Capital Region, Philippines Sourcefit Full time

    Position SummaryThe ITSM Queue Coordinator is responsible for managing the flow of service tickets and requests within the IT Service Management (ITSM) platform. The role ensures all tickets are categorized, prioritized, and resolved according to agreed SLAs and ITIL best practices. This person acts as the main point of contact for queue-related issues and...

  • SNOW Developer

    5 days ago

    Makati City, National Capital Region, Philippines Nezda Technologies Inc Full time $60,000 - $80,000 per year

    Focus on supporting, configuring, and enhancing ServiceNow's ITSM capabilities and analyze data to identify areas for improvement, and collaborating with stakeholders to ensure effective data-driven decision-making.Knowledge of the ServiceNow platform, focusing on ITSM modules (Incident Management, Problem Management, Change Management, Request Management,...

  • IT Process Optimization Specialist

    1 week ago

    Makati City, National Capital Region, Philippines beBeeProcessGovernanceLead Full time ₱60,000 - ₱120,000

    Job DescriptionThe IT Process Governance Lead plays a pivotal role in shaping the organization's service management processes, ensuring seamless delivery and driving continuous improvement. This position requires expertise in coordinating between departments to ensure alignment with organizational objectives.This critical role is responsible for designing...

  • IT Process Manager

    1 week ago

    Makati City, National Capital Region, Philippines beBeeBusiness Full time ₱900,000 - ₱1,200,000

    Job SummaryThis role involves leading the ITIL practice and managing its day-to-day activities, with a focus on process support and governance at a senior IT management level.Key ResponsibilitiesFacilitate beneficial changes to be implemented, with minimum disruption to IT services, by working closely with Change Managers.Ensure the Change Management process...

  • IT Service Management Specialist

    4 days ago

    Quezon City, National Capital Region, Philippines beBeeServiceManagement Full time ₱1,174,000 - ₱1,463,500

    Job Title: IT Service Management SpecialistThe role of the IT Service Management Specialist involves managing the flow of service tickets and requests within an ITSM platform. This position requires strong organizational skills to ensure that all tickets are categorized, prioritized, and resolved according to agreed Service Level Agreements (SLAs) and ITIL...

  • ServiceNow Engineer

    3 weeks ago

    Makati City, National Capital Region, Philippines Dysrupit Full time

    JOB SUMMARY:We are seeking three (3) ServiceNow Developers/Administrators to support, configure, and enhance the ServiceNow IT Service Management (ITSM) platform. The role involves designing and improving ITSM processes, customizing the platform to meet business needs, and leveraging data analysis to drive continuous service improvement.JOB...