Hybrid ITSM Process Specialist - ITIL & ServiceNow Expert

Booth; Taguig; Hybrid; PHP 600,000 - 1,200,000; Full time

Job summary

Booth is seeking an experienced ITSM professional to own and govern core processes across Asset, Configuration, Incident, Requests, Change, Knowledge and Problem Management. The role emphasizes ITIL-aligned process design, deployment, and continual service improvement within the MS business unit.

You will partner with internal and external stakeholders, deliver operational metrics, and drive CSI initiatives, while supporting new client deployments and providing training materials for teams.

Qualifications

• Proven operational ITSM process management experience following the ITIL framework.
• Demonstrable process deployment and continual service improvement experience.
• Previous recent exposure to working in the ServiceNow platform desirable.

Responsibilities

• Operate, manage and govern core ITSM processes (Asset, Configuration, Incident, Requests, Change, Knowledge, Problem).
• Embed processes with MS delivery alongside stakeholders.
• Drive continual service improvement across the business unit.
• Provide operational reporting and metrics.
• Educate service owners to use metrics for CSI activities.
• Own process documentation and training materials.
• Conduct incident trending and root cause analysis.
• Coordinate problem resolution with internal teams, vendors and customers.
• Support deployment of processes to new clients.

Skills

ITIL framework

Process deployment

ServiceNow

Stakeholder management

Multi-tasking

MS365 literacy

Education

University IT degree

Tools

ServiceNow

MS365

Job description

Booth is seeking an experienced ITSM professional to own and govern core processes across Asset, Configuration, Incident, Requests, Change, Knowledge and Problem Management. The role emphasizes ITIL-aligned process design, deployment, and continual service improvement within the MS business unit.

You will partner with internal and external stakeholders, deliver operational metrics, and drive CSI initiatives, while supporting new client deployments and providing training materials for teams.