Incident Management Analyst

2 weeks ago

Bonifacio Global Metro Manila, Philippines Philtech Full time ₱900,000 - ₱1,200,000 per year

JOB SUMMARY:

The IT Incident and Problem Management Analyst plays a critical role in ensuring the stability and reliability of IT services across the organization.

This role focuses on the governance and continuous improvement of ITIL-based processes, specifically Incident Management, Problem Management, and Knowledge Management. The Analyst will collaborate with Service Delivery Managers, Process Owners, and other stakeholders to drive process maturity, enhance service delivery, and ensure alignment with business goals. Responsibilities include process oversight, data analysis, reporting, and training to foster a culture of operational excellence.

JOB DUTIES AND RESPONSIBILITIES:

  • Oversee and manage the full lifecycle of Incident and Problem Management processes to ensure compliance and effectiveness.
  • Conduct process reviews and root cause analyses to identify and address service delivery issues.
  • Communicate policy updates and process improvements to IT teams and stakeholders through established channels.
  • Collaborate with cross-functional teams to ensure alignment and synergy across related ITSM activities.
  • Monitor and ensure consistent achievement of SLAs and KPIs.
  • Collect, validate, and analyze ITSM data to ensure accuracy and integrity.
  • Design and maintain reports and dashboards for real-time monitoring and decision-making.
  • Champion continuous improvement initiatives across policies, procedures, tools, and training materials.
  • Participate in QA activities such as System Integration Testing (SIT) and User Acceptance Testing (UAT) during ServiceNow upgrades and enhancements.
  • Facilitate ITSM process orientations, training sessions, and roadshows.
  • Support broader IT goals and strategic initiatives.

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