ITSM Engineer

HRTX; Philippines; On-site; PHP 600,000 - 1,000,000; Full time

Job summary

HRTX in the Philippines is hiring an ITSM Engineer to manage and improve the ITSM platform, ensuring security and efficiency while troubleshooting issues.

The role includes developing reports with data visualization tools such as PowerBI, planning upgrades, and implementing new features to meet evolving business needs. You will document processes and train internal users to maximize platform utilization.

Qualifications

• Asset and configuration management requires maintaining secure configuration and tracking IT assets.
• Availability and capacity management ensures services meet business needs and performance targets.
• Change management analyzes impact, documents changes and implements them.
• Continual service improvement identifies process optimization opportunities and supports implementation.
• Incident management diagnoses incidents, prioritizes and resolves root causes.
• Ownership and initiative ensures issues are followed through until resolution.
• Problem management initiates actions to investigate patterns and prevent recurrence.
• Service focus establishes coherent frameworks from inputs to outcomes.
• Technical understanding covers core IT concepts and their practical application.
• Testing reviews requirements, defines test conditions and reports results.
• Service Management Framework knowledge shows awareness of ITIL or similar processes.
• User focus engages users to gather needs and translate them into outcomes.

Responsibilities

• Perform daily administration, troubleshooting and resolution of issues arising within the ITSM system.
• Plan and implement upgrades to the ITSM system.
• Design and implement new features within the platform.
• Drive continuous improvement of the ITSM system based on business requirements.
• Drive automation to improve efficiency within the ITSM System.
• Develop and maintain system documentation and provide user training.
• Develop and maintain reports for stakeholders such as the service operations team.

Skills

Asset and configuration management

Availability and capacity management

Change management

Continual service improvement

Incident management

Ownership and initiative

Problem management

Service focus

Technical understanding

Testing

Service Management Framework knowledge

User focus

Job description

The ITSM Engineer will be responsible for the continual improvement, maintenance and administration of the ITSM System. Ensuring that the platform remains secure, efficient, and adaptable to evolving business needs. They will be responsible for troubleshooting and resolving issues within the system. Additionally the role will require administration and development of reports using data from the ITSM system, including the use of data visualization software such as PowerBI.

• Perform daily administration, troubleshooting and resolution
  of issues arising within the ITSM system.
• Planning and implementing upgrades to the ITSM system.
• Solution design and implementation of new features within the platform.
• Working on the continuous improvement of the ITSM system based off requirements from the business.
• Driving improvement and efficiency through further automation within the ITSM System.
• Develop and maintain system documentation and provide training to internal users to enhance user proficiency and platform utilization.
• Develop and maintain reports for key stakeholders in the business such as the service operations team.

Qualification

• These 4 skill levels tell you about the level of expertise required for the job role:
• Awareness. You know about the skill and have an appreciation of how it is applied in the environment.
• Working. You can apply your knowledge and experience of the skill, including tools and techniques. You can adopt those most appropriate for the environment.
• Practitioner. You know how to share your knowledge and experience of this skill with others, including tools and techniques. You can define those most appropriate for the environment.
• Expert. You have both knowledge and experience in the application of this skill. You are a recognized specialist and adviser in this skill including user needs, generation of ideas, methods and tools. You can lead or guide others in best-practice use.
• Asset and configuration management - You can maintain secure configuration and accurate information, controlling IT assets in one or more significant areas and verify the location and state of assets. (Skill level: working)
• Availability and capacity management - You can manage service components to ensure they meet business needs and performance targets. (Skill level: working)
• Change management - You can analyze and assess impact, and develop and document change requests. Implement changes based on requests for change. (Skill level: working)
• Continual service improvement - You can identify process optimization opportunities with guidance, and contribute to the implementation of proposed solutions. (Skill level: working)
• Incident management - You can diagnose and prioritize incidents, investigate their causes and find resolutions. (Skill level: working)
• Ownership and initiative - You can own an issue until a new owner has been found or the problem has been mitigated or resolved. (Skill level: working)
• Problem management - You can initiate and monitor actions to investigate patterns and trends to resolve problems. Effectively consult specialists where required. Determine the appropriate remedy and assist with its implementation. Determine preventative measures. (Skill level: working)
• Service focus - You can take inputs and establish coherent frameworks that work. (Skill level: working)
• Technical understanding - You can understand the core technical concepts related to the role, and apply them with guidance. (Skill level: working)
• Testing - You can review requirements and specifications, and define test conditions. Identify issues and risks associated with work. Analyze and report test activities and results. (Skill level: working)
• Service Management Framework knowledge - You have awareness of key ITIL or other applicable ITSM framework operational processes. (Skill level: awareness)
• User focus -You can identify and engage with users or stakeholders to collate user needs evidence. Understand and define research that fits user needs. Use quantitative and qualitative data about users to turn user focus into outcomes. (Skill level: working)