Senior ITSM Analyst

1 week ago

Pasig, National Capital Region, Philippines Pan Asia Resources PH Inc. Full time ₱800,000 - ₱1,000,000 per year

Service Catalog Management

  • 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. Technical Knowledge


• Proficient in ITSM platforms including ServiceNow, Salesforce, Remedy, and Jira.


• Demonstrated expertise in managing Service Catalogs, particularly within ServiceNow.

Soft Skills


• Strong communication and presentation abilities, capable of conveying complex information to diverse audiences.


• Excellent stakeholder management skills, fostering collaboration across cross-functional teams.


• Proven track record of driving process innovation and continuous improvement.


• Highly organized with strong prioritization skills, ensuring timely and high-quality delivery under pressure.


•Strategic thinker with the ability to anticipate and plan for future end-user IT needs.


• Team-oriented with a proactive and collaborative approach to problem-solving.

Tools and Software


• Extensive experience with ITSM tools such as ServiceNow, Salesforce, Remedy, and Jira.

Certifications (if applicable)


• ITIL Foundation Certification is highly preferred.

Job Types: Full-time, Permanent

Pay: Php80, Php100,000.00 per month

Work Location: In person

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