IT Service Management Analyst (ServiceNow)

APW Tech; Eastern Manila District; Hybrid; PHP 700,000 - 1,100,000; Full time

Benefits offered by this job

Hybrid work arrangement

Job summary

APW Tech in Metro Manila is seeking an Associate ITSM Analyst to support IT service request fulfillment and service catalog management within a dynamic enterprise.

You will work at the intersection of IT operations, governance, and continuous improvement, collaborating with stakeholders to optimize processes and ServiceNow workflows.

The role requires a Bachelor's degree and 8 years of IT Service Management experience, with hands‑on work in ServiceNow, Jira, Salesforce, Remedy, and reporting.

Qualifications

• Bachelor's Degree in IT, Engineering, Business Management or related field.
• 8+ years of experience in IT Service Management.
• Proven experience with ITSM processes: Service Request Fulfillment, Service Catalog Management, and IT Asset Management.
• Hands-on experience with ServiceNow, Jira, Salesforce, and Remedy.

Responsibilities

• Manage and support IT service request fulfillment and service catalog operations

Skills

ITSM

ServiceNow

Process Improvement

Stakeholder Management

Service Catalog

IT Operations

Reporting & Dashboards

Jira

Salesforce

Remedy

Education

Bachelor's Degree in IT, Engineering, Business Management

Tools

ServiceNow

Jira

Salesforce

Remedy

Job description

Are you passionate about IT Service Management (ITSM), ServiceNow, process improvement, and delivering exceptional end-user experiences? We're looking for an experienced Associate ITSM Analyst to support and enhance IT Service Request Fulfillment and Service Catalog Management processes within a dynamic enterprise environment.

This role is ideal for professionals who enjoy working at the intersection of IT operations, governance, service delivery, stakeholder management, and continuous improvement.

What You'll Do

• Manage and support IT service request fulfillment and service catalog operations

• Ensure service requests and workflows adhere to established IT service management standards

• Maintain and improve service catalog offerings and lifecycle management processes

• Analyze operational performance, identify bottlenecks, and recommend process improvements

• Participate in requirements gathering, testing, and rollout of ServiceNow enhancements and new workflows

• Develop reports, dashboards, and insights for stakeholders and leadership teams

• Support IT Asset Management, Service Request Management, and Service Catalog initiatives

• Create and maintain process documentation, procedures, and communication materials

What We're Looking For

• Bachelor's Degree in IT, Engineering, Business Management, or a related field

• Minimum 8 years of experience in IT Service Management

• Strong experience in:

• Service Request Fulfillment

• Service Catalog Management

• IT Asset Management

• IT Operations & Service Delivery

• Hands-on experience with:

• ServiceNow

• Jira

• Salesforce

• Remedy

• Strong stakeholder management and communication skills

• Experience driving process improvements and operational excellence

Preferred Certification

ITIL Foundation Certification

Why Join Us?

Work with enterprise-scale ITSM operations

Drive improvements that directly impact employee experience and service delivery

Exposure to ServiceNow enhancements, service governance, and process optimization

Collaborate with cross-functional teams and senior stakeholders

Hybrid work arrangement with a supportive and collaborative environment

Metro Manila
Hybrid Setup (3 Days Onsite per Week)
Day Shift | 8:00 AM – 5:00 PM