IT Service Management Specialist for ServiceNow

1 week ago

Makati City, National Capital Region, Philippines White & Case Global Operations Center Manila Full time

Senior Specialist – Service Design and Transition for ServiceNow

Full-time | Hybrid | Makati

Are you passionate about shaping IT services that drive business success? Internally this is a Senior Specialist – Service Design and Transition to support the Service Design & Transition Manager in delivering secure, resilient, and high-quality service designs. This role plays a key part in developing and improving services, processes, and policies aligned with business needs and IT Service Management best practices.

What you will do

  • Service Delivery: Design and maintain technology services, processes, and policies; support stakeholders in transitioning new services into operations; drive continuous service improvements with high-quality documentation and compliance.
  • Performance & Quality Management: Maintain high service performance, recommend and implement improvements, and build strong relationships with teams and stakeholders for effective collaboration.
  • Continuous Improvement: Champion a culture of IT service excellence, lead Continuous Service Improvement (CSI) initiatives, and collaborate with Service Operations and ITSM teams on testing, deployment, and service management activities.
  • Professional Conduct: Uphold technical competence and firm policies, demonstrate flexibility with work schedules and overtime as needed, contribute effectively to team collaboration, and complete assigned duties reliably.

What we are looking for

  • Minimum of 5 years' experience in a similar role, with a college degree or equivalent work experience.
  • Strong organizational skills and practical knowledge of ITIL disciplines (incident, change, and escalation management).
  • Experience in IT service transformation initiatives, including ITIL processes and ServiceNow; certification is an advantage.
  • Excellent communication, presentation, and interpersonal skills with a collaborative, customer-focused approach.
  • Proven ability to multitask, problem-solve, and excel in a fast-paced environment with adaptability and motivation.
  • Willing to work Midshift and follow a hybrid setup (3 days onsite - Tuesday, Wednesday, Thursday)

What we offer

  • Competitive compensation and benefits package.
  • Opportunities for professional development and career growth.
  • Supportive, collaborative, and dynamic work environment.
  • Work-life balance initiatives and wellness programs.

Join us and play a pivotal role in transforming IT services, improving quality, and driving innovation across the organization.

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