ITSM Analyst

5 days ago

Makati City, National Capital Region, Philippines ViewQwest Inc Full time $104,000 - $130,878 per year

The IT Service Management Manager is responsible for managing and developing the ITSM processes of the IT support teams. These are the teams responsible for providing proactive first fix and post-sales support to our Customers.

Additionally, the ITSM Manager will lead and manage a group of Incident Managers and Analysts.

Primary Responsibilities:

  • Responsible for the governance of ITSM processes across the various support teams in multiple countries.
  • Responsible for creating, delivering, and training the ITSM process awareness.
  • Perform periodic ITSM process performance assessment, identify process gaps and recommend improvements.
  • Lead the planning and implementation of process improvements and gaps closure initiatives.
  • Ensure operational procedures and practices are well defined, documented and consistently applied.
  • Instill a high performance culture in the teams with a focus on team work, service excellence and ownership for resolving customer issues.
  • Encourage open communication between team members, allowing the team to bring forward ideas on how they can collectively deliver a more effective service.
  • Ensure teams are skilled, trained and developed to enable them to deliver high quality service and support.
  • Provide input into the divisional strategy with particular focus into opportunities to grow and/or enhance the service offered.
  • Provide leadership and direction to the service management function ensuring appropriate and robust service management and review frameworks are in place.
  • Achieve consistent customer satisfaction ratings and respond appropriate to customer feedback on areas for improvement.
  • Drive a continual service improvement program based on a desire to become a world class managed service provider.

Requirements:

  • Education: Bachelor's degree in Information Technology, Computer Science, or a related field. Relevant IT certifications are a plus.

  • Experience:

  • 5+ years of experience in IT service management or IT operations.

  • Proven track record of leading IT service management teams, ideally in a managerial role.
  • Strong knowledge of ITIL framework and best practices (ITIL certification preferred).
  • Experience with service management tools such as ServiceNow, BMC Remedy, or similar platforms.

  • Skills & Competencies:

  • Strong understanding of ITIL processes, service delivery, and service management principles.

  • Excellent leadership, team management, and interpersonal skills.
  • Strong problem-solving abilities and attention to detail.
  • Ability to collaborate effectively with internal and external stakeholders.
  • Excellent communication skills (written and verbal) for reporting, presentations, and team collaboration.
  • Familiarity with IT operations, cloud services, and infrastructure.
  • Ability to handle multiple priorities and manage time effectively in a fast-paced environment.
  • Understanding of risk management, change control, and SLA management.

Preferred Qualifications:

  • ITIL Expert or Practitioner certification.
  • Experience with IT service management tools like ServiceNow, Freshservice, or similar.
  • Project management experience or certifications (e.g., PMP, PRINCE2) is a plus.
  • Experience in the [industry-specific] sector (e.g., healthcare, finance, manufacturing) is an advantage.

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