ITSM Analyst

CAI; Mandaluyong; Híbrido; PHP 900.000 - 1.500.000; Jornada completa

Descripción de la vacante

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.

Formación

• 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.

Responsabilidades

• 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.

Conocimientos

Communication

Analytical thinking

Collaboration

Multi-tasking

Educación

Bachelor’s degree in IT/Engineering/Business

ITIL Foundation (preferred)

Herramientas

ServiceNow

Salesforce

Remedy

Jira

Descripción del empleo

ITSM Analyst

Req number:

R8217

Employment type:

Full time

Worksite flexibility:

Hybrid

Who we are

CAI is a global services firm with over 9,000 associates worldwide and a yearly revenue of $1.3 billion+. We have over 40 years of excellence in uniting talent and technology to power the possible for our clients, colleagues, and communities. As a privately held company, we have the freedom and focus to do what is right—whatever it takes. Our tailor‑made solutions create lasting results across the public and commercial sectors, and we are trailblazers in bringing neurodiversity to the enterprise.

Job Summary

As an ITSM Analyst, you will be responsible for supporting IT service request fulfillment processes and managing the lifecycle of IT service catalog offerings. You will work closely with business stakeholders and technical teams to ensure that IT services are delivered efficiently, consistently, and in alignment with established service management standards and best practices.

Job Description

We are looking for an ITSM Analyst who will serve as a subject matter expert for IT service request fulfillment, access management, and service catalog administration. The role will support the continuous improvement of IT service management processes while ensuring a high level of service quality and operational efficiency. This position will be full-time and hybrid in Mandaluyong City.

The ideal candidate has extensive experience in IT service management processes, strong analytical and communication skills, and a customer‑focused mindset. You should be comfortable collaborating with cross‑functional teams, managing multiple priorities, and identifying opportunities to improve operational performance and service delivery.

What You’ll Do

• Administer and support IT service request fulfillment activities while ensuring compliance with established processes, policies, and service level agreements

• Manage service catalog workflows and support the end‑to‑end lifecycle of IT service catalog offerings

• Evaluate and coordinate access requests and ensure timely fulfillment of end‑user service requests

• Perform quality reviews of service management processes and identify opportunities for operational improvements

• Develop, maintain, and update documentation related to service request management procedures, workflows, and operational guidelines

• Monitor operational performance metrics and prepare reports, dashboards, and presentations for management and stakeholders

• Participate in the planning, development, testing, and deployment of enhancements within the IT service management platform

• Collaborate with technical teams and business stakeholders to gather requirements and implement service improvements

• Support initiatives related to service request management, service catalog management, and IT asset management

• Create communication materials to promote awareness and adoption of IT services

• Provide support during organizational initiatives, events, and special projects as required

What You’ll Need

Required:

• Bachelor’s degree in Information Technology, Engineering, Business Management, or a related field

• Minimum of 8 years of experience in IT service management, with a strong focus on service request fulfillment and service catalog management

• Extensive experience with ServiceNow and other IT service management platforms, including Salesforce, Remedy, and Jira

• Strong understanding of IT service management principles and best practices

• Experience creating and maintaining service catalogs, workflows, knowledge articles, and process documentation

• Strong analytical, organizational, and problem‑solving skills

• Excellent verbal and written communication skills

• Demonstrated ability to collaborate effectively with cross‑functional teams and stakeholders

• Ability to manage multiple priorities while maintaining a high level of accuracy and attention to detail

Preferred:

• ITIL Foundation certification

• Experience supporting IT asset management processes

• Experience creating reports, dashboards, and management presentations

• Experience implementing process improvements and service optimization initiatives

• Experience supporting enterprise‑scale IT operations

Physical Demands

• Ability to safely and successfully perform the essential job functions

• Sedentary work that involves sitting or remaining stationary most of the time with occasional need to move around the office to attend meetings

• Ability to conduct repetitive tasks on a computer, utilizing a mouse, keyboard, and monitor

Reasonable accommodation statement

If you require a reasonable accommodation in completing this application, interviewing, completing any pre‑employment testing, or otherwise participating in the employment selection process, please direct your inquiries to [e-mail] or (888) 824 – 8111.