Incident and Problem Management Analyst

3 days ago

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

About the role

The Incident and Problem Management Analyst focuses on ITIL-based processes, including Incident Management, Problem Management, and Knowledge Management. The Analyst will work closely with Service Delivery Managers, Process Owners, and cross-functional teams to enhance process maturity, drive operational excellence, and ensure alignment with business goals.

  • 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 resolve service delivery issues.
  • Communicate policy updates and process improvements to IT teams and stakeholders.
  • Collaborate with cross-functional teams to maintain alignment across ITSM activities.
  • Monitor and ensure consistent achievement of SLAs and KPIs.
  • Collect, validate, and analyze ITSM data for 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.

What we're looking for

  • Minimum 3 years of experience in IT Service Management, focusing on Incident and Problem Management.
  • Strong understanding of ITIL principles and industry best practices.
  • Proficiency in ServiceNow or similar ITSM platforms.
  • Skilled in root cause analysis techniques (KT diagrams, Ishikawa, 5 Whys).
  • Familiarity with Change Management, Knowledge Management, and ITSM governance.
  • Excellent communication, collaboration, and customer service skills.
  • ITIL v4 Certification.
  • Microsoft Azure Certification.
  • Familiarity with ServiceNow Reporting Tools or similar platforms.

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