Associate ITSM Analyst – (Service Request & Catalog Mangement)

APW Tech; Metro Manila; Hybrid; PHP 600,000 - 1,200,000; Full time

Benefits offered by this job

Hybrid work setup (3 days onsite)

Regular Manila schedule 8:00–17:00

Job summary

APW Tech is seeking an Associate ITSM Analyst in Metro Manila to support Service Request and Service Catalog Management operations. You will ensure efficient IT service request fulfillment, maintain the service catalog, and coordinate process improvements with stakeholders.

The role requires a Bachelor's degree and 8+ years in ITSM, with strong ServiceNow/Salesforce/Remedy/Jira experience. Excellent communication and analytical skills are essential.

Qualifications

• Bachelor's degree in Information Technology, Engineering, Business Management, or related field.
• Minimum 8 years of IT Service Management experience with service request fulfillment, service catalog, and asset management.
• Strong experience with ITSM platforms such as ServiceNow, Salesforce, Remedy, Jira.
• Demonstrated experience managing service catalogs, particularly in ServiceNow.
• Excellent communication, presentation, and stakeholder management skills.
• Experience in process improvement and continuous improvement initiatives.
• ITIL Foundation Certification is highly preferred.

Responsibilities

• Manage and support end-user IT service requests and service catalog fulfillment.
• Monitor service request processes and ensure compliance with IT service guidelines.
• Assist with quality audits, performance analysis, and process improvement initiatives.
• Maintain accurate documentation of IT service processes and guidelines.
• Support management and continuous improvement of IT Service Catalog and IT Asset Management processes.
• Prepare regular reports and presentations on service operations and performance.
• Assist in gathering requirements, testing, and implementing new workflows in ServiceNow.
• Ensure service catalog entries are accurate, updated, and accessible.
• Prepare communication materials to promote IT services.
• Provide support for management meetings and stakeholder activities.

Skills

ITSM

ServiceNow

Stakeholder mgmt

Process improvement

Communication

Education

Bachelor's degree in IT/Eng/Business

Tools

ServiceNow

Salesforce

Remedy

Jira

Job description

About the role

We are looking for an Associate ITSM Analyst to support Service Request and Service Catalog Management operations. The role will focus on ensuring efficient IT service request fulfillment, maintaining the service catalog, supporting process improvements, and coordinating with stakeholders.

Key responsibilities

• Manage and support end-user IT service requests and service catalog fulfillment.
• Monitor service request processes and ensure compliance with IT service guidelines.
• Assist with quality audits, performance analysis, and process improvement initiatives.
• Maintain accurate documentation of IT service processes and guidelines.
• Support the management and continuous improvement of the IT Service Catalog and IT Asset Management processes.
• Prepare regular reports and presentations on service operations and performance.
• Assist in gathering requirements, testing, and implementing new workflows and enhancements in ServiceNow.
• Ensure service catalog entries are accurate, updated, and accessible.
• Prepare communication materials to promote available IT services.
• Provide support for management meetings, stakeholder activities, and key organizational events.

About you

• Bachelor's degree in Information Technology, Engineering, Business Management, or a related field.
• Minimum 8 years of IT Service Management experience, with strong experience in Service Request Fulfillment, Service Catalog Management, and IT Asset Management.
• Strong experience with ITSM platforms such as ServiceNow, Salesforce, Remedy, and Jira.
• Demonstrated experience managing Service Catalogs, particularly in ServiceNow.
• Excellent communication, presentation, and stakeholder management skills.
• Strong organizational, analytical, and problem-solving abilities.
• Experience in process improvement and continuous improvement initiatives.
• ITIL Foundation Certification is highly preferred.

Benefits

• Hybrid work setup with 3 days onsite per week.
• Regular schedule: 8:00 AM - 5:00 PM Manila Time.
• Opportunity to work in an enterprise IT service management environment.
• Exposure to ServiceNow, service catalog, and ITSM process improvement initiatives.