Information Technology Service Management Analyst

Hammerjack Pty Ltd; Philippines; On-site; PHP 520,000 - 800,000; Full time

Job summary

Hammerjack Pty Ltd in the Philippines seeks an Associate ITSM Analyst to act as a subject matter expert for IT service and access request processing, coordinating fulfillment and ensuring end-to-end lifecycle management of IT service catalog items.

You will administer end-user IT service requests, conduct quality audits, maintain documentation, and develop regular reports with insights on performance and bottlenecks. Collaboration across teams is essential.

Qualifications

• Bachelor's degree in IT, Engineering, Business Management, or related field.
• Proficient in ITSM platforms including ServiceNow, Salesforce, Remedy, and Jira.
• Demonstrated expertise in managing Service Catalogs, particularly within ServiceNow.
• Strong communication and presentation abilities to diverse audiences.
• Excellent stakeholder management and cross-functional collaboration.
• Proven track record of driving process innovation and continuous improvement.
• Highly organized with strong prioritization skills for timely delivery.

Responsibilities

• Serve as SME for IT service and access request processing and coordination for fulfillment.
• Assist end-to-end lifecycle management of IT service catalog items.
• Develop and present regular reports on service operations and insights on performance.
• Participate in requirements gathering, development, and testing of new workflows for ITSM platform.
• Create communications to promote awareness of available IT services.
• Maintain complete documentation of IT services processes and guidelines.
• Collaborate with cross-functional teams to improve service management processes.

Skills

Excellent communication

Stakeholder management

Process improvement

Organizational skills

Strategic thinking

Team oriented

ITSM tools expertise

Education

Bachelor's degree in IT/Engineering/Business Management

Tools

ServiceNow

Salesforce

Remedy

Jira

Job description

Job Description

The Associate ITSM Analyst for Service Request and Catalog Management will serve as a subject matter expert (SME) for IT service and access request processing, including the evaluation of requests and coordination for the fulfillment of such requests. The role will also assist in supporting the end-to-end lifecycle management of IT service catalog items, ensuring they are effectively designed, deployed, maintained, and retired.

Key Job Requirements:

• Administer and support end-user IT service requests and service catalog fulfillment processes, ensuring adherence of task fulfillment and catalog workflows to the End-User ICT guidelines.
• Assist in conducting quality audits of IT service operations, analyzing performance trends, identifying areas of inefficiency and opportunities for process improvements, and implementing corrective actions.
• Maintain complete and updated documentation of the end-to-end end-user IT services processes and guidelines, for internal and clients use.
• Contribute to or participate in initiatives to enhance Service Request, Catalog, and IT Asset Management processes, ensuring they evolve with changing business needs.
• Develop and present regular reports on service operations, covering request fulfillment and service catalog management, and provide management with insights on performance, operational bottlenecks, pain points, and recommended corrective actions.
• Contribute to the creation of reports and presentations for management and stakeholder meetings.
• Perform other administrative and coordination tasks within the workforce services domain and service request fulfillment process for service management operations or initiatives.
• Assist in the end-to-end management of the service catalog, ensuring that entries are accurate, up-to-date, and accessible.
• Participate in requirements gathering, development, and testing activities for new workflows and system enhancements of the IT Service Management platform (i.e., ServiceNow) prior to production rollout.
• As required, produce and disseminate communication materials to promote awareness of available IT services.

Key Job Requirements:

• Bachelor's degree in IT, Engineering, Business Management, or a related field.
• Proficient in ITSM platforms including ServiceNow, Salesforce, Remedy, and Jira.
• Demonstrated expertise in managing Service Catalogs, particularly within ServiceNow.
• Strong communication and presentation abilities, capable of conveying complex information to diverse audiences.
• Excellent stakeholder management skills, fostering collaboration across cross-functional teams.
• Proven track record of driving process innovation and continuous improvement.
• Highly organized with strong prioritization skills, ensuring timely and high-quality delivery under pressure.
• Strategic thinker with the ability to anticipate and plan for future end-user IT needs.
• Team-oriented with a proactive and collaborative approach to problem-solving.
• Extensive experience with ITSM tools such as ServiceNow, Salesforce, Remedy, and Jira.