ITSM Analyst - Hybrid (3 onsite/2 remote) KPI & SLA Focus

GECO Asia Pte Ltd; Muntinlupa; Hybrid; PHP 350,000 - 550,000; Full time

Job summary

GECO Philippines is hiring an ITSM Analyst to support day-to-day ITSM operations, including incident monitoring, change control, CMDB maintenance, and reporting. The position offers a hybrid setup with 3 days onsite and 2 days remote, requiring 1–3 years ITSM experience and knowledge of ITIL principles.

The role emphasizes data quality, process compliance, and collaboration with IT teams to ensure SLA targets and smooth service delivery.

Qualifications

• 1–3 years of ITSM/IT support experience.
• Basic ITIL principles.
• Strong documentation and communication skills.
• Familiarity with CMDB and ticketing tools.

Responsibilities

• Monitor incident queues and ticket administration to ensure SLA targets.
• Support problem, change, and CMDB records.
• Prepare operational reports and track KPIs.
• Ensure data quality and process compliance.
• Assist internal audits and service reviews.
• Coordinate with IT teams for accurate records.

Skills

ITSM experience

ITIL knowledge

Communication skills

Tools

HDA

CMDB

Excel

Reporting tools

Job description

GECO Philippines is hiring an ITSM Analyst to support day-to-day ITSM operations, including incident monitoring, change control, CMDB maintenance, and reporting. The position offers a hybrid setup with 3 days onsite and 2 days remote, requiring 1–3 years ITSM experience and knowledge of ITIL principles.

The role emphasizes data quality, process compliance, and collaboration with IT teams to ensure SLA targets and smooth service delivery.