Business Support Specialist (ITSM)

Trends Group, Inc.; Philippines; On-site; PHP 300,000 - 520,000; Full time

Job summary

Trends Group, Inc. in the Philippines seeks an ITSM professional to administer, configure, and maintain ITSM tools, implement ITIL-aligned processes, manage access, and automate workflows.

The role covers service operations support, reporting and dashboards, process documentation, and integration/automation with AD and monitoring tools. The ideal candidate has hands-on ITSM tool experience and strong problem-solving skills.

Qualifications

• Hands-on experience with ITSM tools such as Ivanti Neurons, ServiceNow, Jira Service Management, or Freshservice.
• Knowledge of workflow design, automation, and form configuration.
• Understanding of ITIL framework and service management processes.
• Familiarity with data analytics and dashboard tools (Power BI, Excel, etc.).
• Basic knowledge of SQL, APIs, or scripting is an advantage.

Responsibilities

• Administer, configure, and maintain ITSM tools and related systems.
• Implement ITIL-aligned processes for Incident, Request, Problem, Change, and Asset Management.
• Manage user access, roles, and permissions to ensure security.
• Develop and maintain forms, workflows, and automation rules within ITSM.
• Design and maintain operational dashboards and performance reports.
• Monitor SLA compliance and automate escalation and reporting.
• Coordinate with vendors for system upgrades and troubleshooting.
• Document configurations and provide staff training on tools.

Skills

ITSM tools

Workflow design

ITIL processes

Dashboards & analytics

SQL/APIs scripting

Tools

Ivanti Neurons

ServiceNow

Jira Service Management

Freshservice

Job description

1. System Administration & Configuration

• Administer, configure, and maintain ITSM tools such as Ivanti Neurons, ServiceNow, or Jira Service Management.
• Implement and maintain ITIL-aligned processes for Incident, Request, Problem, Change, and Asset Management.
• Manage user access, roles, and permissions to ensure data security and proper segregation of duties.
• Develop and maintain forms, workflows, notifications, and automation rules within the ITSM system.

2. Service Operations Support

• Support IT teams and end users in logging, tracking, and resolving tickets efficiently.
• Troubleshoot system issues, perform root cause analysis, and implement corrective actions.
• Coordinate with vendors for system upgrades, patches, and advanced troubleshooting.
• Ensure SLAs are properly configured and monitored through automated escalation and reporting.

3. Reporting & Dashboard Management

• Design and maintain operational dashboards and performance reports for management and support teams.
• Monitor SLA compliance, response/resolution metrics, and backlog performance.
• Provide insights and trend analysis to support continuous service improvement initiatives.

4. Process Improvement & Documentation

• Identify areas of process inefficiency and propose ITSM workflow enhancements.
• Document system configurations, workflows, and change histories for governance and audit purposes.
• Train IT staff on tool usage, reporting, and best practices for ticket management.

5. Integration & Automation

• Collaborate with application and infrastructure teams to integrate ITSM with other systems (e.g., Active Directory, monitoring tools, CMDB, email notifications).
• Develop and maintain automation scripts or connectors to streamline service delivery.

QUALIFICATIONS:

A. Technical Skills:

• Hands-on experience with ITSM tools such as Ivanti Neurons, ServiceNow, Jira Service Management, or Freshservice.
• Knowledge of workflow design, automation, and form configuration.
• Understanding of ITIL framework and service management processes.
• Familiarity with data analytics and dashboard tools (e.g., Power BI, Excel, or built-in ITSM reporting).
• Basic knowledge of SQL, APIs, or scripting is an advantage.

B. Soft Skills:

• Strong problem-solving and troubleshooting skills, with the ability to diagnose and resolve complex functional issues.
• Excellent communication and documentation skills.
• Ability to work independently, manage tasks, and prioritize effectively in a fast-paced environment.
• Customer-centric mindset with a proactive attitude.

C. Minimum Experience/Training

• Minimum 3 years of experience in supporting enterprise applications and handling ticketing tools.

D. Competency

• Ability to conduct end-user training and documentation.
• Knowledge of ITIL or other service management frameworks.
• Experience in an agile or DevOps environment is a plus.
• Experience supporting multinational organizations or multi-plant environments.