IT Service Manager Technical Lead

1 week ago

Makati City, National Capital Region, Philippines Page Outsourcing RPO APAC for Sealed Air Full time ₱96,000 - ₱240,000 per year

Responsibilities

· Requirements Gathering & Analysis:

o Elicit, analyze, and document business requirements for ServiceNow enhancements and new implementations.

o Collaborate with IT and business stakeholders to understand needs and translate them into functional specifications.

o Conduct gap analyses and identify opportunities for process improvements within ITSM processes and CMDB structure.

· Design & Development:

o Design and develop ServiceNow applications, workflows, integrations, and customizations using best practices and coding standards.

o Configure and customize ServiceNow modules, including ITSM, ITOM, CSM, and the CMDB.

o Develop and maintain scripts, business rules, UI actions, client scripts, and reusable components.

o Drive platform optimization and innovation, including automation and AI capabilities.

· Implementation & Testing:

o Oversee the improvement and expansion of the ITSM and ITOM modules including the CMDB and discovery tools.

o Support and coordinate UAT processes, deployment planning, and release management.

o Develop and execute test plans to ensure the quality, compliance, and stability of ServiceNow solutions.

· Maintenance & Support:

o Provide ongoing support and maintenance of the ServiceNow platform, with emphasis on Incident, Problem, Change, and CMDB health.

· Integration & Automation:

o Design and support integrations between ServiceNow and enterprise systems such as SAP, Azure, and discovery tools.

o Manage the automation workflows to improve ITSM efficiency, CMDB updates and real-time service visibility.

· Documentation & Training:

o Create and maintain technical documentation, including system design documents, user manuals, and training materials.

o Deliver training and mentoring to ITSM/ServiceNow users and junior engineers, ensuring adherence to ITIL best practices.

· Collaboration & Communication:

o Collaborate effectively with IT teams, business stakeholders, and vendors to ensure alignment of ServiceNow solutions with organizational goals.

o Communicate technical concepts clearly and concisely to both technical and non-technical audiences.

o Provide regular updates on system enhancements, platform performance, and roadmap initiatives.

Qualifications

· Proven experience in IT systems engineering.

· 7+ years of hands-on ServiceNow development experience (custom applications, workflows, integrations, API usage, catalog items, scripting).

· Strong understanding of ServiceNow administration, ITSM, and ITOM modules.

· Excellent troubleshooting and problem-solving skills.

· Ability to manage multiple priorities in a fast-paced environment.

· Strong communication and collaboration skills, with experience working across global teams.

· Experience with UAT processes, deployment planning, and release cycles.

Technical Skills

· APIs: REST, SOAP, JSON, XML.

· Client-side scripting: Client Scripts, UI Actions, UI Policies, GlideAjax.

Preferred Qualifications:

· ServiceNow certifications (CSA, CAD, CIS-ITSM, or similar).

· Familiarity with AI-based IT support tools and Virtual Agent.

· Experience with ITIL practices and enterprise ITSM processes.

· Exposure to other enterprise IT systems (e.g., monitoring, automation, or orchestration

Job Type: Full-time

Pay: Php80, Php140,000.00 per month

Benefits:

  • Health insurance
  • Life insurance
  • Opportunities for promotion
  • Promotion to permanent employee

Work Location: Hybrid remote in Makati

Expected Start Date: 10/27/2025

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