IT Service Management Engineer

Position Title: ITSM Engineer

Work Setup: Hybrid (3-4x a week onsite)

Work Location: Ortigas, Pasig

Shift Schedule: Morning Shift

Job Description:

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

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

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

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

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

Key Responsibilities:

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Monitor IT systems and services to ensure uptime and performance, escalating issues as required.

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Support the configuration and maintenance of ITSM tools (e.g., ServiceNow, Jira Service Management) for ticketing, workflow, and reporting.

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Participate in incident, request, and problem management processes, including logging, triage, root cause identification, and resolution.

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Maintain and update the IT service catalog ensure services are accurately mapped to supporting infrastructure.

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Track and update asset records across the hardware and software lifecycle, ensuring compliance with license agreements and ITAM policies.

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Assist in the implementation of automated monitoring, alerting, and reporting tools in collaboration with infrastructure and DevOps teams.

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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.

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Provide technical input for audit responses and participate in control reviews related to IT operations.

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Contribute to ongoing process improvements and efficiency initiatives by identifying recurring issues and proposing automation or procedural enhancements.

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Participate in internal training, shadowing, and knowledge-sharing activities to build cross-functional capabilities.

Skills and Competencies

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Hands-on experience with ITSM platforms (e.g., ServiceNow, Jira Service Management).

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Familiarity with ITIL principles and ITSM process areas (incident, problem, request, change, asset, and service catalog management).

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Basic knowledge of IT infrastructure components (networks, servers, applications) and how they support IT services.

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Experience in monitoring system performance and escalating outages or performance degradation.

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Working knowledge of IT asset lifecycle management, including tracking, tagging, and license compliance.

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Ability to troubleshoot and document IT issues effectively for escalation and closure.
• Strong attention to detail in documentation, ticket updates, and asset records.

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Familiarity with regulatory and compliance frameworks (e.g., BSP, PDIC, ISO 27001, COBIT) is a plus.

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Clear written and verbal communication skills for ticket handling and team collaboration.

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Proactive, detail-oriented, and able to manage multiple tasks in a structured IT operations environment.

Qualifications and Experience

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Bachelor's degree in Electronics Engineering, Information Technology, Computer Science, or related field.

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3–5 years of experience in IT Operations, IT Service Desk, or ITSM engineering roles.

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ITIL Foundation certification (required); ITIL Intermediate/Practitioner (preferred).

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Certification or training in IT Asset Management (e.g., CITAM) is a plus.

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Experience working in banking or regulated industries is advantageous.

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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.

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Experience with automation platforms
• Knowledge of BSP regulatory frameworks, policies, and guidelines.