IT Service Request

APW Tech; Metro Manila; On-site; PHP 900,000 - 1,500,000; Full time

Job summary

APW Tech is seeking an experienced IT Service Management professional to support Service Request Fulfillment, Service Catalog Management, and IT Asset Management operations in Metro Manila.

The role requires 8+ years in ITSM with hands-on ServiceNow and other ITSM tools such as Salesforce, Remedy, and Jira. Strong communication and stakeholder management skills are essential; ITIL Foundation is preferred.

Qualifications

• Bachelor's degree in IT, Engineering, Business Management, or related field.
• 8+ years of IT Service Management experience focusing on Service Request Fulfillment, Service Catalog Management, and IT Asset Management.
• Strong experience with ServiceNow and other ITSM tools such as Salesforce, Remedy, and Jira.
• ITIL Foundation Certification is highly preferred.

Responsibilities

• Manage and support end-user IT service requests and service catalog fulfillment.
• Maintain and improve IT service processes, workflows, and documentation.
• Conduct quality audits and identify opportunities for process improvement.
• Manage and maintain the IT Service Catalog, ensuring information is accurate and up to date.
• Support requirements gathering, testing, and implementation of ServiceNow workflows and enhancements.
• Prepare service operation reports and presentations for management and stakeholders.
• Collaborate with cross-functional teams and support IT service management initiatives.

Skills

IT Service Management

Stakeholder management

Communication

Process improvement

Education

Bachelor's degree in IT, Engineering, Business Management, or related field

Tools

ServiceNow

Salesforce

Remedy

Jira

Job description

About the role

We are looking for an experienced IT Service Management professional to support Service Request Fulfillment, Service Catalog Management, and IT Asset Management operations.

Key responsibilities

• Manage and support end-user IT service requests and service catalog fulfillment.
• Maintain and improve IT service processes, workflows, and documentation.
• Conduct quality audits and identify opportunities for process improvement.
• Manage and maintain the IT Service Catalog, ensuring information is accurate and up to date.
• Support requirements gathering, testing, and implementation of ServiceNow workflows and enhancements.
• Prepare service operation reports and presentations for management and stakeholders.
• Collaborate with cross-functional teams and support IT service management initiatives.

About you

• Bachelor's degree in IT, Engineering, Business Management, or a related field.
• 8+ years of experience in IT Service Management, particularly in Service Request Fulfillment, Service Catalog Management, and IT Asset Management.
• Strong experience with ServiceNow and other ITSM tools such as Salesforce, Remedy, and Jira.
• Strong communication, presentation, stakeholder management, and process improvement skills.
• ITIL Foundation Certification is highly preferred.