ITSM Platforms & Service Delivery Specialist

Trends Group, Inc.; Philippines; On-site; PHP 300,000 - 520,000; Full time

Job summary

Trends Group, Inc. in the Philippines seeks an ITSM professional to administer, configure, and maintain ITSM tools, implement ITIL-aligned processes, manage access, and automate workflows.

The role covers service operations support, reporting and dashboards, process documentation, and integration/automation with AD and monitoring tools. The ideal candidate has hands-on ITSM tool experience and strong problem-solving skills.

Qualifications

• Hands-on experience with ITSM tools such as Ivanti Neurons, ServiceNow, Jira Service Management, or Freshservice.
• Knowledge of workflow design, automation, and form configuration.
• Understanding of ITIL framework and service management processes.
• Familiarity with data analytics and dashboard tools (Power BI, Excel, etc.).
• Basic knowledge of SQL, APIs, or scripting is an advantage.

Responsibilities

• Administer, configure, and maintain ITSM tools and related systems.
• Implement ITIL-aligned processes for Incident, Request, Problem, Change, and Asset Management.
• Manage user access, roles, and permissions to ensure security.
• Develop and maintain forms, workflows, and automation rules within ITSM.
• Design and maintain operational dashboards and performance reports.
• Monitor SLA compliance and automate escalation and reporting.
• Coordinate with vendors for system upgrades and troubleshooting.
• Document configurations and provide staff training on tools.

Skills

ITSM tools

Workflow design

ITIL processes

Dashboards & analytics

SQL/APIs scripting

Tools

Ivanti Neurons

ServiceNow

Jira Service Management

Freshservice

Job description

Trends Group, Inc. in the Philippines seeks an ITSM professional to administer, configure, and maintain ITSM tools, implement ITIL-aligned processes, manage access, and automate workflows.

The role covers service operations support, reporting and dashboards, process documentation, and integration/automation with AD and monitoring tools. The ideal candidate has hands-on ITSM tool experience and strong problem-solving skills.