Digital Application & ITSM Engineer

Artelia Philippines; Metro Manila; Hybrid; PHP 700,000 - 1,100,000; Full time

Benefits offered by this job

Hybrid role

Global IT projects

Job summary

Artelia Philippines is seeking a Digital Application & ITSM Engineer to support ServiceNow/ITSM operations and digital initiatives, collaborating with regional and global teams to deliver value.

You will work with business users and IT teams to ensure service quality, optimize systems, and deploy digital solutions across the organization in a hybrid work setup. The role emphasizes incident management, ITIL processes, and cross-functional collaboration to drive digital transformation.

Qualifications

• Bachelor's degree in Information Systems, Computer Science, or Software Engineering.
• Experience implementing or supporting SaaS solutions.
• Hands-on knowledge of ServiceNow ITSM modules (Incident, Request, Change, Problem, Knowledge).

Responsibilities

• Administer and support ServiceNow in line with global standards.
• Manage L2/L3 incidents and service requests with prompt resolution.
• Improve ITIL processes and generate service metrics.
• Collaborate with regional/global teams on digital solutions.
• Assist in testing, upgrades, and deployment activities.

Skills

ITIL principles

Incident analysis

Troubleshooting

Automation

Documentation

English communication

Stakeholder collaboration

Independent work

Education

Bachelor's degree in Information Systems, Computer Science, Software Engineering

Tools

ServiceNow

Job description

Artelia in the Philippines has 20 years of combined experience, with its main headquarters located in France and a strong global presence across Europe, the Middle East, Asia Pacific, Africa, and North America.

By joining Artelia, you become part of a globally connected team that thrives on innovation, collaboration, and technical excellence. We offer opportunities to work across a wide range of industries, including Mobility, Oil & Gas, Infrastructure, Buildings, Industry, and Renewable Energy, giving you exposure to impactful and meaningful projects.

Position Overview

We are looking for a Digital Application & ITSM Engineer to support both ServiceNow/ITSM operations and digital application initiatives. This role combines hands-on application support, IT service management, and collaboration with regional and global teams to drive digital transformation.

You will work closely with business users, IT teams, and global solution owners to ensure efficient service delivery, system optimization, and successful deployment of digital solutions across the organization.

Key Responsibilities

ServiceNow & ITSM (50%)

• Administer and support ServiceNow platform in line with global standards
• Provide L2/L3 (N2/N3) support for incidents and service requests
• Investigate issues, coordinate resolutions, and document findings
• Support testing, UAT, upgrades, and release activities
• Promote best practices and minimize unnecessary customization

ITIL & Service Quality

• Support and improve ITIL processes (Incident, Problem, Change, Request, Knowledge)
• Analyze ticket trends, recurring issues, and service performance
• Assist in root cause analysis and continuous improvement initiatives
• Develop process documentation, reports, and service metrics

Digital Applications

• Provide support and maintenance for business applications
• Translate user needs into functional requirements
• Perform configuration, automation, or light development
• Coordinate with internal and external technical teams
• Maintain technical and user documentation

Solution Deployment & Adoption

• Support rollout of global digital solutions (from planning to go-live)
• Conduct testing, training, and user onboarding
• Collaborate with stakeholders across HR, Finance, and Operations
• Track project progress, risks, and deliverables

Qualifications & Experience

• Bachelor’s degree in Information Systems, Computer Science, Software Engineering, or related field
• 4–5 years experience in:
• Application support or SaaS implementation
• ITSM / ServiceNow environments
• Hands-on experience with ServiceNow ITSM modules (Incident, Request, Change, Problem, Knowledge, etc.)
• Knowledge of ITIL principles (ITIL certification is an advantage)
• Experience in incident analysis, troubleshooting, and resolution coordination
• Exposure to configuration, low-code development, or automation is a plus
• Strong English communication skills for global collaboration

Technical Skills

• ServiceNow administration and ITSM processes
• Data analysis and reporting (dashboards, trend analysis)
• Documentation and knowledge management
• Service-oriented and customer-focused
• Strong analytical and problem-solving skills
• Organized and detail-oriented
• Proactive and collaborative
• Ability to work independently in a structured environment
• Effective communication across technical and non-technical stakeholders

Why Join Artelia?

• Exposure to regional and global IT projects
• Opportunity to grow in ServiceNow, ITSM, and digital solutions
• Hybrid role with diverse technical and functional experience
• Work in a multinational and collaborative environment