IT Service Management Expert | ServiceNow Specialist

CAI; Mandaluyong; Hybrid; PHP 900,000 - 1,500,000; Full time

Job summary

CAI is hiring an ITSM Analyst to support IT service request fulfillment and manage the lifecycle of IT service catalog offerings. You will collaborate with business stakeholders and technical teams to ensure services are delivered efficiently and in line with ITSM standards.

The ideal candidate has 8+ years in IT service management with deep expertise in ServiceNow, and familiarity with Salesforce, Remedy, and Jira. Hybrid work in Mandaluyong City is offered.

Qualifications

• Bachelor’s degree in Information Technology, Engineering, Business Management, or related field.
• Minimum of 8 years of IT service management experience focusing on service request fulfillment and catalog management.
• Extensive experience with ServiceNow and other ITSM platforms (Salesforce, Remedy, Jira).
• Strong ITSM principles knowledge and best practices.
• Experience creating and maintaining service catalogs, workflows, and process documentation.
• Excellent communication and cross-functional collaboration skills.
• ITIL Foundation certification is preferred.

Responsibilities

• Administer and support IT service request fulfillment activities.
• Manage end-to-end lifecycle of IT service catalog offerings.
• Evaluate and coordinate access requests for timely fulfillment.
• Perform quality reviews of service management processes for improvements.
• Develop and update documentation for service request management procedures.
• Monitor performance metrics and prepare dashboards/reports for management.
• Contribute to planning, testing, and deployment of ITSM platform enhancements.
• Collaborate with technical teams and stakeholders to gather requirements.

Skills

Communication

Analytical thinking

Collaboration

Multi-tasking

Education

Bachelor’s degree in IT/Engineering/Business

ITIL Foundation (preferred)

Tools

ServiceNow

Salesforce

Remedy

Jira

Job description

CAI is hiring an ITSM Analyst to support IT service request fulfillment and manage the lifecycle of IT service catalog offerings. You will collaborate with business stakeholders and technical teams to ensure services are delivered efficiently and in line with ITSM standards.

The ideal candidate has 8+ years in IT service management with deep expertise in ServiceNow, and familiarity with Salesforce, Remedy, and Jira. Hybrid work in Mandaluyong City is offered.