Aprio PH - Senior Engineer, IT System Operations

Aprio Philippines Incorporated; Philippines; On-site; PHP 600,000 - 900,000; Full time

Job summary

Aprio Philippines Incorporated seeks an ITSM Process Design & Governance professional to lead design, documentation and governance of ITIL 4 aligned ITSM processes. You will coordinate incident, problem, change, knowledge, catalog, and service-level management initiatives to improve service quality and compliance.

The role involves translating requirements into ServiceNow configurations, driving CSI initiatives, building dashboards, and enabling adoption through training and runbooks across IT

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.

Job description

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.