Aprio PH - Senior Engineer, IT System Operations

NextGenEnergyJobs; Hinoba-an; On-site; PHP 800,000 - 1,400,000; Full time

Job summary

Aprio PH is seeking a Senior Engineer, IT System Operations to design, document, and operate ITSM processes aligned to ITIL 4, spanning incident, problem, change, and request management. You will translate requirements into ServiceNow workflows, maintain KPIs, and drive continual service improvement across IT teams, aiming for audit-ready operations and stable service delivery.

If you bring 3–5+ years ITSM experience and strong facilitation skills, this role offers growth in a nationally ranked

Qualifications

• Bachelor’s degree in IT/CS or equivalent experience.
• 3–5+ years in ITSM or ITSM process roles.
• Hands-on knowledge of ITIL practices and enterprise platforms like ServiceNow.
• Strong process design, documentation, and facilitation, including CABs.

Responsibilities

• Design, document, and maintain ITSM process definitions, workflows, policies, roles and responsibilities (RACI).
• Establish process governance, standards, and control points for audit readiness.
• Serve as SME and escalation point for ITIL process questions and decisions.
• Operate and improve Incident and Problem Management, including major incidents.
• Define and maintain priority/severity models and service targets.
• Administer Change Management including CAB facilitation and risk assessment.
• Coordinate releases and change scheduling to protect service stability.
• Maintain service catalog and request fulfillment; streamline workflows and approvals.
• Champion Knowledge-Centered Service (KCS) and maintain knowledge base.
• Define, monitor, and report on SLAs/OLAs and KPIs; build dashboards.
• Translate requirements into ServiceNow configuration and support UAT.
• Define and track ITSM KPIs and drive CSI initiatives.
• Lead adoption through training and stakeholder engagement.

Skills

ITIL processes

ServiceNow

CAB facilitation

KCS knowledge

KPI reporting

Incident/Problem/Change management

Education

Bachelor’s degree in IT/CS or equivalent

Tools

ServiceNow

Job description

Aprio PH - Senior Engineer, IT System Operations

Work with a nationally ranked CPA and advisory firm that is passionate for what's next.

Key Responsibilities

• Design, document, and maintain ITSM process definitions, workflows, policies, roles and responsibilities (RACI), and procedures aligned to ITIL 4.
• Establish and enforce process governance, standards, and control points, ensuring compliance with internal policy and audit requirements.
• Serve as the subject-matter expert and escalation point for ITIL process questions and process-related decisions.
• Operate and improve Incident and Problem Management, including major incident coordination, root-cause analysis, and known-error management.
• Define and maintain priority and severity models, escalation paths, and service targets to drive rapid, consistent resolution.
• Administer the Change Management process across standard, normal, and emergency changes, including Change Advisory Board (CAB) facilitation and change risk assessment.
• Coordinate releases and change scheduling to reduce change-related incidents and protect service stability.
• Maintain the service catalog and request fulfillment processes; streamline request workflows, approvals, and fulfillment.
• Champion Knowledge-Centered Service (KCS) practices and maintain an accurate, well-governed knowledge base.
• Define, monitor, and report on SLAs, OLAs, and underpinning targets, and drive accountability against them.
• Translate process requirements into ServiceNow configuration; partner with platform developers and administrators to implement workflows, forms, SLAs, and notifications.
• Validate that platform implementation aligns with approved process design, and support user acceptance testing (UAT).
• Define and track ITSM key performance indicators (KPIs) and critical success factors; build dashboards and reports for IT leadership and stakeholders.
• Lead Continual Service Improvement (CSI) initiatives, identifying automation and efficiency opportunities and advancing ITSM process maturity.
• Drive process adoption through training, communication, and stakeholder engagement across IT teams.
• Maintain process documentation, runbooks, and work instructions to a consistent, audit-ready standard.

Requirements

• Bachelor’s degree in information technology, Computer Science, or a related field, or equivalent professional experience.
• 3-5+ years of experience in IT service management or ITSM process roles.
• Deep, hands-on knowledge of core ITIL practices — Incident, Problem, Change, Request, Service Level, Knowledge, and Configuration Management.
• Experience operating ITSM processes on an enterprise platform such as ServiceNow.
• Strong process design, documentation, and facilitation skills, including experience running forums such as CABs or major incident bridges.
• Analytical skills with demonstrated experience defining and reporting ITSM metrics and KPIs.