
Senior ITSM Analyst
4 days ago
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
-
Senior IT Business Analyst
3 weeks ago
Manila, National Capital Region, Philippines Aurecon Full timeThe IT Business Analyst leads the analysis and documentation of Aurecon IT projects, so that our portfolios deliver the highest quality initiatives to Aurecon. Has 3 to 5 years of project experience as a business analyst on technology focussed projects and has worked autonomously to produce high-quality deliverables that meet the needs of project...
-
Senior Data Analyst
2 hours ago
Manila, National Capital Region, Philippines Hammerjack Full time ₱1,200,000 - ₱2,400,000 per yearJoin Our Professional Community: Forge Connections, Shape Futures, Together, Powering Businesses WorldwideAre you ready to be part of a professional community that's powering businesses globally to save, grow and transform? Do you want to work with innovative technology, alongside talented professionals who share your passion for excellence? Look no further...
-
Support Analyst
3 weeks ago
Manila, National Capital Region, Philippines Harris Global Business Services (GBS) Full timeOverviewJoin to apply for the Support Analyst role at Harris Global Business Services (GBS)SmartWorks, a division of Harris Utilities, has been serving the utility industry in North America and the Caribbean for 40+ years. We're on a mission to unlock the value of the Smart Grid for utilities and their customers. We're looking for an experienced Support...
-
IT Business Analyst
4 days ago
Manila, National Capital Region, Philippines Aurecon Group Full time ₱1,200,000 - ₱2,400,000 per yearThe IT Business Analyst leads the analysis and documentation of Aurecon IT projects, so that our portfolios deliver the highest quality initiatives to Aurecon. Has 3 to 5 years of project experience as a business analyst on technology focussed projects and has worked autonomously to produce high-quality deliverables that meet the needs of project...
-
IT Business Analyst
4 days ago
Manila, National Capital Region, Philippines Aurecon Full time ₱900,000 - ₱1,200,000 per yearTheIT Business Analystleads the analysis and documentation of Aurecon IT projects, so that our portfolios deliver the highest quality initiatives to Aurecon. Has 3 to 5 years of project experience as a business analyst on technology focussed projects and has worked autonomously to produce high-quality deliverables that meet the needs of project stakeholders....
-
Service Desk Analyst
1 week ago
Manila, National Capital Region, Philippines Happy Staffers Full time ₱348,000 - ₱588,000 per yearJob Description:We are looking for a skilled and customer-focused Service Desk Analyst to join our IT team. The role involves providing first-level support for IT incidents and service requests, ensuring quick resolution and excellent customer service.Key Responsibilities:Act as the first point of contact for users via phone, email, or ticketing system.Log,...
-
Senior NOC Analyst
2 weeks ago
Manila, National Capital Region, Philippines Bentley Systems Full time ₱900,000 - ₱1,200,000 per yearThe Senior NOC Analyst will be responsible for level one support on Bentley's Identity Management System (IMS), in a hosted environment with a focus on ensuring optimal operations and meeting SLA uptime for corporate and hosted cloud services. Bentley Systems identity management system is a critical system requiring 24/7 global support.Responsibilities...
-
Support Analyst
4 days ago
Manila, National Capital Region, Philippines Harris Computer Full time ₱600,000 - ₱1,200,000 per yearSmartWorks, a division of Harris Utilities, has been serving the utility industry in North America and the Caribbean for 40+ years. We're on a mission to unlock the value of the Smart Grid for utilities and their customers.We're looking for an experiencedSupport Analystto join our remote team. If you have strong client service, troubleshooting, and...
-
Senior Finance Analyst
4 days ago
Manila, National Capital Region, Philippines Asurion Full time ₱1,500,000 - ₱2,500,000 per yearThe Senior Finance Analyst ensures accurate and timely month-end closing for the Asurion Australia, including daily bank movements, intercompany recharges, reconciliations, and balance sheet analysis. They build and maintain the reporting framework for the COE (Manila Team), handle external audit preparations, and resolve issues. The role requires a CPA, 8+...
-
Loan Trade Support Analyst
3 weeks ago
Manila, National Capital Region, Philippines Broadridge Financial Solutions Full timeAt Broadridge, we've built a culture where the highest goal is to empower others to accomplish more. If you're passionate about developing your career, while helping others along the way, come join the Broadridge team.As a Loan Trade Support Analyst you will provide post-sale technical support services to customers, including installation, troubleshooting,...