IT Service Management Analyst

PETNET, INC.; Philippines; On-site; PHP 420,000 - 660,000; Full time

Job summary

PETNET, INC. is seeking an IT Service Management Analyst in the Philippines to maintain and improve ITSM functions and drive CSI efforts. The role involves coordinating CAB approvals, planning changes, and supporting Major Incident responses.

You will work with the Manager of IT Service Management and Business Applications to implement ITIL best practices, prepare documentation, and roll out continuous service improvements. Excellent collaboration across teams is essential.

Qualifications

• Bachelor's degree in Computer Science/Information Technology or equivalent.
• Preferably ≤1 year experience specialized in IT/Computer hardware or equivalent.
• Knowledge of ITIL and ITSM processes is preferred.

Responsibilities

• Performs operational activities for Change Management and other existing IT Service Management functions.
• Schedules, plans, facilitates, and documents all Change Advisory Board (CAB) meetings.
• Collaborates with all applicable teams to ensure alignment between ITSM processes and the business workflows that they support.
• Develops and maintains ITSM process documentation, user guides, policy documents, and training materials.
• Supports Major Incident response and Problem investigations to minimize service interruptions.

Skills

ITIL knowledge

Change management

Documentation

Reporting

Stakeholder coordination

Education

Bachelor's degree in Computer Science/Information Technology

Job description

Your Impact on the Business

The IT Service Management (ITSM) Analyst is responsible for the maintenance and daily activities as well as the Continual Service Improvement (CSI) of existing IT Service Management functions. This functional position works collaboratively with various teams to process change requests, coordinate Change Advisory Board (CAB) approvals, schedule changes and manage the overall end-to-end Change Management lifecycle. This position also supports Major Incident response and Problem investigations to minimize critical service interruptions for the organization. The IT Service Management Analyst will report to the Manager of IT Service Management and Business Applications and interact heavily with other Contexture teams. In some instances, this role will help guide other sections within the organization to implement and manage ITSM processes and ensure ITIL best practices are followed.

Key Functions

Responsibilities

IT Service Delivery

• Performs operational activities for Change Management and other existing IT Service Management functions
• Schedules, plans, facilitates, and documents all Change Advisory Board (CAB) meetings
• Assists in the development of all aspects of new IT Service Management functions, including and not limited to functional requirements gathering, documentation, system/tool design, measure and reporting, audit plan, training, and organizational roll out
• Collaborates with all applicable teams to ensure alignment between ITSM processes and the business workflows that they support
• Monitors the efficacy of established ITSM processes using trend analysis, adherence tracking, and automated reporting. Reports findings to Manager of ITSM & Business Applications for feedback/action
• Assists with documentation and administrative support for Major Incident response and Problem Management investigations
• Compiles ITSM reports on a quarterly and as needed basis for leadership
• Works with applicable teams to coordinate training on established ITSM pillars, and is responsible for ensuring all training documentation is accurate and up to date. This includes but is not limited to employee onboarding, annual training and system training.
• Creates and updates ITSM process documentation, including and not limited to user guides, policy documents, process flows, and training materials
• Using available data, works to propose, implement, communicate, and organize roll out of Continual Service Improvements of established IT Service Management functions
• deployments, changes, or major incident response
• Performs other related duties as assigned
• Maintains records, informs users about the process and advises relevant persons of actions taken.

IT Asset Management

• Ensuring an organization's assets are accounted for, deployed, maintained, upgraded, and disposed of when the time comes. Put simply, it's making sure that the valuable items, tangible and intangible, in your organization are tracked and being used.

Process Improvement

• ITSM Analyst must: Identify, plan and implement key projects to improve quality, reduce costs, increase productivity and improve cycle time by reducing wasted time, rework, etc. resulting in significant business improvement and customer satisfaction.

Requirements

• Candidate must possess at least Bachelor's/College Degree in Computer Science/Information Technology or equivalent.
• Preferably Less than 1-year experience specialized in IT/Computer - Hardware or equivalent

Why Join us?

• Our Purpose: To empower and uplift Filipinos by providing access and choices for financial inclusion
• Our Mission: We put the customer first by delivering innovative, reliable, and secure solutions to all our stakeholders and through digital and human touchpoints.
• Our Vision: A nation where financial services are inclusive and borderless
• Industry Leadership: As a subsidiary of Union Bank of the Philippines, PETNET is backed by a strong financial institution that leads the way in delivering innovative solutions and revolutionizing the banking industry.
• Professional Growth: We foster a culture of continuous learning and personal development. By joining our team, you will have access to training programs, mentorship opportunities, and a supportive work environment that encourages growth and progression.
• Team Collaboration: At PETNET, we believe in the power of collaboration and teamwork. You will have the opportunity to work alongside talented professionals, exchange ideas, and contribute to meaningful projects that shape the future of financial services.
• Impactful Work: Our services play a crucial role in facilitating global transactions, cross-border payments, and financial inclusivity. By joining us, you will make a tangible impact on individuals, businesses, and communities, both locally and globally.