IT Service Management (ITSM) & Governance Support Specialist

Asticom Technology Inc; Metro Manila; On-site; PHP 400,000 - 800,000; Full time

Job summary

Asticom Technology Inc. is seeking an IT Service Management (ITSM) & Governance Support Specialist to help govern IT services and monitor performance. The role includes tracking SLAs, supporting audits, and maintaining dashboards and reports to ensure alignment with IT governance processes.

The ideal candidate has at least 2 years in ITSM, familiarity with IT governance, and strong analytical skills. Collaboration with managers, process owners, project teams, and external suppliers is essential.

Qualifications

• Bachelor's degree in Information Technology or related field is preferred.
• At least 2 years of ITSM experience.
• Experience in IT governance, operations, service delivery, or service management is preferred.
• Experience monitoring SLAs, KPIs, service performance, or vendor/supplier performance.
• Familiarity with ITSM tools; ManageEngine is an advantage.
• Experience supporting service transition, IT projects, audits, or governance activities is a plus.
• Strong analytical, organizational, and documentation skills.

Responsibilities

• Monitor internal department compliance with established SLAs.
• Support ITSM audits and governance reviews.
• Track and analyze service performance trends.
• Assist in developing and monitoring improvement plans.
• Prepare reports and documentation related to IT service performance.
• Maintain and monitor the IT Operations Calendar.
• Track completion of operational tasks, activities, and deliverables.
• Update dashboards and provide regular status reports.
• Monitor and track supplier performance against SLAs and KPIs.
• Maintain supplier performance dashboards and reports.

Skills

ITSM

SLA monitoring

Governance

Vendor performance

Documentation

Stakeholder management

Analytical thinking

Education

Bachelor's degree in Information Technology/Computer Science/Information Systems or related field

Tools

ManageEngine ITSM

Job description

About the role

We are looking for an IT Service Management (ITSM) & Governance Support Specialist to support IT governance and service management activities. The role will assist in monitoring service level performance, maintaining IT operations activities, tracking supplier performance, and supporting service transition initiatives to ensure compliance with established IT governance processes.

Key responsibilities

• Monitor internal department compliance with established Service Level Agreements (SLAs)

• Support ITSM audits and governance reviews

• Track and analyze service performance trends

• Assist in developing and monitoring improvement plans

• Prepare reports and documentation related to IT service performance

• Maintain and monitor the IT Operations Calendar

• Track completion of operational tasks, activities, and deliverables

• Update dashboards and provide regular status reports

• Monitor and track supplier performance against agreed SLAs and KPIs

• Maintain supplier performance dashboards and reports

About you

• Bachelor's degree in Information Technology, Computer Science, Information Systems, or a related field is preferred

• At least 2 years of relevant experience in IT Service Management (ITSM)

• Experience in IT governance, IT operations, service delivery, or service management is highly preferred

• Experience monitoring SLAs, KPIs, service performance, or vendor/supplier performance

• Familiarity with ITSM tools; experience with ManageEngine is an advantage

• Experience supporting service transition, IT projects, audits, or governance activities is a plus

• Strong analytical, organizational, and documentation skills

• Ability to manage multiple priorities and work independently

• Strong communication and stakeholder management skills

• Comfortable coordinating with managers, process owners, project teams, and external suppliers