Aprio PH - Senior Engineer, IT System Operations

Aprio; Mabalacat; Hybrid; PHP 900,000 - 1,500,000; Full time

Benefits offered by this job

Wellness program

HMO coverage

Rewards and Recognition program

Free shuttle service

Free lunch meal

On-demand learning classes

Discretionary time off and Holidays

Performance-based salary increase

Discretionary incentive compensation

Job summary

Aprio is seeking a Senior Engineer, IT System Operations to join its Information Technology Team. The role focuses on ITSM process design, governance, and ServiceNow configuration to support incident, change, problem, and knowledge management across the firm.

The ideal candidate brings ITIL 4 expertise, strong process design skills, and hands-on ServiceNow experience in an enterprise setting. A hybrid work arrangement and ongoing professional development are offered.

Qualifications

• Bachelor’s degree in information technology, Computer Science, or related field, or equivalent professional experience.
• 3-5+ years of experience in IT service management or ITSM process roles.
• ITIL 4 Foundation certification.
• 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.

Responsibilities

• Design, document, and maintain ITSM process definitions, workflows, policies, roles and responsibilities (RACI), and procedures aligned to ITIL 4.
• Operate and improve Incident and Problem Management, including major incident coordination, root-cause analysis, and known-error management.
• Administer the Change Management process across standard, normal, and emergency changes, including Change Advisory Board (CAB) facilitation and change risk assessment.
• Maintain the service catalog and request fulfillment processes; streamline request workflows, approvals, and fulfillment.
• 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.
• Define and track ITSM KPIs and critical success factors; build dashboards and reports for IT leadership and stakeholders.
• Drive process adoption through training, communication, and stakeholder engagement across IT teams.

Skills

ITIL 4 knowledge

ServiceNow

Incident Management

Problem Management

Change Management

Documentation & Process Design

Education

Bachelor’s degree in Information Technology or related field

Tools

ServiceNow ITSM

BPMN/Visio

Job description

Work with a nationally ranked CPA and advisory firm that is passionate for what's next. Aprio has 30 U.S. office locations, one in the Philippines and more than 2,100 team members that speak 60+ languages across the globe. By bringing together proven expertise, deep understanding, and strategic foresight for fast-growing industries, Aprio ensures clients are prepared for wherever life or business may take them. Discover a top-rated culture, vast growth opportunities and your next big career move with Aprio.

Join Aprio's Business Operations - Information Technology Team and you will help clients maximize their opportunities. Aprio is a progressive, fast-growing firm looking for a Senior Engineer, IT System Operations to join their dynamic team.

Position Responsibilities:

Process Design & Governance

• 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.

Incident, Problem & Major Incident Management

• 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.

Change & Release Management

• 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.

Service Request, Catalog & Knowledge Management

• 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.

Service Level Management

• Define, monitor, and report on SLAs, OLAs, and underpinning targets, and drive accountability against them.

ITSM Platform Enablement

• 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).

Metrics, Reporting & Continual Improvement

• 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.

Adoption, Training & Documentation

• 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.

Qualifications:

• 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.
• ITIL 4 Foundation certification.
• 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.

Preferred Qualifications:

• ITIL 4 Managing Professional (MP) or relevant intermediate/specialist modules.
• ServiceNow ITSM experience and familiarity with ServiceNow certifications (e.g., Certified System Administrator, CIS - ITSM).
• Experience with Continual Service Improvement and process maturity assessment frameworks.
• Experience in a regulated or professional services environment, including support for audits such as SOC 2.
• Working knowledge of adjacent frameworks and ways of working (Agile, DevOps, COBIT).
• Experience implementing Knowledge-Centered Service (KCS).

Technical & Process Skills

• Frameworks: ITIL 4 service value system and management practices; Continual Service Improvement.
• Platform: ServiceNow ITSM — Incident, Problem, Change, Request, Service Catalog, Knowledge, SLA management, Performance Analytics.
• Process & Analysis: Process modeling and documentation (e.g., BPMN, Visio), RACI, KPI and metrics definition, dashboards and reporting.

Core Competencies

• Strong process discipline with a structured, detail-oriented approach.
• Excellent facilitation and stakeholder-management skills, including under pressure during major incidents.
• Clear written and verbal communication with technical and non-technical audiences.
• Effective cross-functional collaboration across IT operations, engineering, and service management teams.
• Ownership, accountability, and a continual-improvement mindset.

Work Environment

• Hybrid work arrangement in accordance with firm policy.
• Schedule: dayshift (7am-4pm or 9am-6pm PHT)
• Occasional after-hours availability may be required to support major incidents, change windows, and scheduled maintenance.

Perks/Benefits we offer for full-time team members:

- Wellness program

- HMO coverage

- Rewards and Recognition program

- Free shuttle service (provided by CDC | for onsite employees)

- Free lunch meal (For onsite employees)

- On-demand learning classes

- Discretionary time off and Holidays

- Performance-based salary increase

- Discretionary incentive compensation based on client or individual performance

- Hybrid set up to selected roles/location, terms and conditions may apply

- CPA & Certification Assistance and Bonus Program

What's in it for you:

- Working with an industry leader: Be part of a high-growth firm that is passionate for what's next.

- A great team: Work with a high-energy, passionate, caring, and ambitious team of professionals in a collaborative culture.

- Growth opportunities: Grow professionally in an environment that fosters continuous learning and advancement.

- Competitive compensation: You will be rewarded with competitive compensation.

EQUAL OPPORTUNITY EMPLOYER

Aprio is an Equal Opportunity Employer encouraging diversity in the workplace. All qualified applicants will receive consideration for employment without regard to race; color; religion; national origin; sex; pregnancy; sexual orientation; gender identity and/or expression; age; disability; genetic information, citizenship status; military service obligations or any other category protected by applicable federal, state, or local law.