Senior ITSM Analyst

5 days ago

Manila, National Capital Region, Philippines Datamatics Full time $104,000 - $130,878 per year

Responsibilities:

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

Qualifications:

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

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