IT Service Management Specialist

Converge ICT Solutions Inc.; Pasig; On-site; PHP 420,000 - 700,000; Full time

Job summary

Converge ICT Solutions Inc. is seeking an ITSM Specialist to ensure IT services align with business needs and are delivered with high quality.

You will administer and optimize core ITIL processes—Incident, Problem, Change, and Request Management—bridging technical teams and business stakeholders for improved service continuity. The role emphasizes data-driven decision making, KPI reporting, and CSI initiatives, with opportunities to lead process improvements and collaborate across IT and

Qualifications

• Bachelor's degree in Computer Science, Information Systems, or related field.
• 3–5 years of ITSM or technical support experience.
• Experience with ITSM platforms (ServiceNow, Jira Service Management, or BMC Helix).
• Ability to analyze datasets to identify trends and bottlenecks.
• Experience in small process-improvement projects.

Responsibilities

• Facilitate change governance and CAB meetings.
• Lead incident and problem management to reduce disruptions.
• Generate weekly/monthly SLA reports.
• Maintain knowledge base for self-help and support teams.
• Communicate with non-technical stakeholders and coordinate RCA sessions.
• Ensure security and regulatory alignment.

Skills

ITIL knowledge

Data analysis

Stakeholder liaison

Communication skills

Process improvement

Education

Bachelor's degree in CS/IS

Tools

ServiceNow

Jira Service Management

BMC Helix

Excel

Power BI

Job description

Role Summary

The IT Service Management (ITSM) Specialist is a pivotal role dedicated to ensuring that IT services are aligned with business needs and delivered with high quality and efficiency. You will be responsible for the day-to-day administration, monitoring, and optimization of core ITIL processes—including Incident, Problem, Change, and Request Management.The IT Service Management (ITSM) Specialist bridges the gap between technical teams and business stakeholders, leveraging data and process discipline to minimize service disruptions and drive continuous service improvement (CSI).

Qualifications

Qualifications & Experience

• Bachelor's degree in Computer Science, Information Systems, or related field
• 3-5 years of experience in IT Service Management or a technical support environment.
• Experience working with industry-standard ITSM platforms (e.g., ServiceNow, Jira Service Management, or BMC Helix)
• Ability to analyze complex datasets to identify trends, root causes, and performance bottlenecks.
• Experience participating in or leading small-scale process improvement projects.

Certifications (Preferred)

• ITIL 4 or 5 Foundations preferred
• Six Sigma (Yellow or Green Belt): Experience in process improvement methodologies.
• Background in ISO 20000 / ISO 27001 or similar standards (desired but not required)
• PRINCE2, PMP, or Agile certifications are a plus

Skills & Competencies

Understanding of IT infrastructure and the Software Development Life CycleAbility to design, document, and audit workflows to ensure compliance.Proficiency in Excel, Power BI, Looker, Google Analytics or Tableau to create dashboards and Key Performance Indicator (KPI) reports.Strong Analytical Skills

Key Responsibilities

Details

Change Governance

Facilitate Change Advisory Board (CAB) meetings and ensure all changes are assessed for risk and impact.

Incident/Problem Management

Track 'high-noise' incidents and transition them into Problem Management to eliminate underlying issues.

Reporting

Generate weekly and monthly service level agreement (SLA) reports to hold technical teams accountable.

Knowledge Management

Maintain the Knowledge Base (KB) to empower end-users and Service Desk agents with accurate self-help documentation.

Analytical Thinking

A methodical approach to troubleshooting systemic issues and identifying root causes.

Communication

The ability to explain technical concepts to non-technical stakeholders and facilitate 'Post-Mortem' or Root Cause Analysis (RCA) meetings.

Detail Orientation

High level of precision in maintaining documentation, policy manuals, and audit trails.

Stakeholder & Vendor Liaison

• Translates complex licensing terms (EULAs) into actionable business guidance for procurement and legal teams.
• Facilitates 'Post-Mortem' reviews for audit failures or data discrepancies to ensure root-cause remediation.

Security & Regulatory Alignment

• Ensures all assets meet security baselines (e.g., encryption, agent versions) before being promoted to production.
• Maintains rigorous audit trails for sensitive data-bearing assets to comply with GDPR, SOX, or industry-specific regulations.