ITSM Engineer: Automation, Upgrades & Insight Reports

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

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.