IT Analyst (ITSM-Service Request and Catalog

ERNI; Manila; Hybrid; PHP 1,200,000 - 1,800,000; Full time

Benefits offered by this job

Baby Basket

Fruit Basket

Free snacks and coffee in the office

Job summary

ERNI is a fast-growing software development company with a service center in Mandaluyong, Manila. We are expanding our IT service management capabilities and seeking an experienced professional to lead end-user IT service requests and catalog fulfillment.

The role focuses on improving ITSM processes, reporting, and governance in a dynamic environment. The ideal candidate has 8+ years in ITSM, strong knowledge of ServiceNow, and excellent stakeholder management.

Qualifications

• Bachelor's degree in IT, Engineering, Business Management, or a related field.
• Minimum of 8 years of experience in IT Service Management with a strong focus on Service Request Fulfillment, Service Catalog Management, and IT Asset Management.

Responsibilities

• Administer and support end-user IT service requests and service catalog fulfillment processes, ensuring adherence to End-User ICT guidelines.
• Conduct quality audits of IT service operations, analyze performance trends, identify inefficiencies, and propose and implement corrective actions.
• Maintain complete and updated documentation of end-to-end IT services processes and guidelines for internal and client use.
• Develop and present regular reports on service operations, including fulfillment and catalog management, and provide management with insights on performance and bottlenecks.
• Support preparation for key events such as client Annual Meetings and ITD Digital Week.

Skills

Strong communication

Stakeholder management

Process improvement

Organizational skills

Strategic thinking

Team collaboration

Education

Bachelor's degree in IT/Engineering/Business Management or related field

Tools

ServiceNow

Salesforce

Remedy

Jira

Job description

ERNI

ERNI is a fast-growing Software Development company headquartered and founded in Switzerland in 1994, with more than 800 employees. We are highly specialized in IT & software engineering to enable and deliver innovation in process and technology. Our first service center in Asia Pacific is in Metro Manila (Mandaluyong) from where we provide our service to Europe, APAC incl. our local market Philippines, and USA regions. We are now geared towards expansion and are looking for highly motivated joiners.

WHY ERNI is the best place to call HOME?

• At ERNI, this is how we can support you; ALL company PERKS AND BENEFITS take effect UPON HIRING!
• Contract: there is always a project and opportunity for you.
• Personal Development and Travel Opportunities outside the Philippines.
• Baby Basket – to welcome your newborn to the ERNI family.
• Fruit Basket – boost of vitamins during hospitalization.
• Free snacks and coffee in the office

UNLOCKING NEW DOORS OF GROWTH & OPPORTUNITIES

• Free Training with Certifications: Grow with us through technical and non-technical training.
• Challenging Projects: ERNI is dedicated to developing high-quality software in complex technical environments such as MedTech, Industry, Finance, and Transportation. Have the chance to participate in various technically challenging projects amongst passionate and skilled colleagues.
• Employee Welfare: You will be guided by a group of people who will guide and support you to have the right tools and mindset.
• Promotions & Recognition: From the very first day, we offer you a way to learn and develop yourself in our company. Your colleagues and superiors consistently recognize and appreciate all efforts, making you feel satisfied with your achievements.
• Communication: You will find transparency, honesty, and open communication in our working culture. we value suggestions, opinions, and feedback from all employees.

FLEXIBILITY

• Hybrid Set-Up: We are combining both remote work and in-person work. The hybrid setup will allow you to reduce commuting time and have a more flexible work schedule. This will help you to manage better your work-life balance.

Events

• We provide many opportunities to connect and build relationships. We are learning, growing, and celebrating achievements together. You will experience a wide range of different exciting activities. What to expect? Leisure Events, Summer Events, Family Events, Social Events, and Year-End Events.

What are our wishes?

• Bachelor's degree in IT, Engineering, Business Management, or a related field.
• Minimum of 8 years of experience in IT Service Management, with a strong focus on Service Request Fulfillment, Service Catalog Management, and IT Asset Management.

Technical Knowledge

• Proficient in ITSM platforms including ServiceNow, Salesforce, Remedy, and Jira.
• Demonstrated expertise in managing Service Catalogs, particularly within ServiceNow.

Soft Skills

• 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.

Tools/Software

• Extensive experience with ITSM tools such as ServiceNow, Salesforce, Remedy, and Jira.

Certification (if applicable)

• ITIL Foundation Certification is highly preferred.

How can you contribute to the team?

• 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 a complete and updated documentation of the end-to-end end user IT services processes and guidelines, for internal and for clients' use.
• Contribute 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.
• As required:
• Contribute to the creation of reports and presentations for management and stakeholders meetings
• Perform other administrative and coordination tasks within the workforce services domain and service request fulfillment process for service management operations or initiatives.
• Participate and provide support to prepare for key events such as, but not limited to, client's Annual Meeting and ITD Digital Week.

Service Catalog Management

• 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., Service Now) prior to production rollout.
• As required, produce and disseminate communication materials to promote awareness of available IT services.

We deliberately focus on what we know best.

• 18 Locations in 8 Countries
• 800+ Employees across the Globe
• ISO Certified