ITSM Analyst

Vertere Global Solutions, Inc.; Muntinlupa; On-site; PHP 279,000 - 446,000; Full time

Job summary

Vertere Global Solutions, Inc. in Metro Manila is seeking a Junior ITSM professional to support Incident, Problem, Change and Configuration Management processes using HDA and CMDB platforms. You will handle daily operations and ensure service quality.

The role emphasizes data quality, reporting, and process compliance, with room to learn and grow in ITIL practices while collaborating with cross-functional teams.

Qualifications

• Basic ITIL knowledge is required.
• Experience with HDA or service desk tools.
• Basic CMDB administration skills.
• Strong documentation and reporting skills.
• Proficiency in Microsoft Office applications.

Responsibilities

• Monitor incident queue and administer tickets.
• Support problem, change and CMDB record maintenance.
• Prepare operational reports and KPI updates.
• Perform data quality validation and process compliance checks.
• Support audits and service reviews.

Skills

ITIL basics

HDA tool experience

CMDB administration

Documentation

MS Office

Tools

HDA platform

CMDB platform

Job description

POSITION PURPOSE

Junior ITSM professional responsible for day to day operational execution supporting Incident, Problem, Change and Configuration Management processes using HDA and CMDB platforms.

PRIMARY RESPONSIBILITIES

• Incident queue monitoring and ticket administration
• Support problem, change and CMDB record maintenance
• Prepare operational reports and KPI updates
• Perform data quality validation and process compliance checks
• Support audits and service reviews

PRIMARY TECHNICAL AND FUNCTIONAL ABILITIES

• Basic ITIL knowledge
• HDA or service desk tool experience
• Basic CMDB administration
• Documentation and reporting skills
• Microsoft Office proficiency

BEHAVIOR ABILITIES

• 1-3 years experience
• Customer focused communication
• Willingness to learn
• Analytical mindset

KEY SUCCESS METRICS

• SLA compliance
• Ticket backlog quality
• CMDB update accuracy
• Process adherence