ITSM Process Architect — ITIL & ServiceNow Expert

Trends Group, Inc.; Makati; On-site; PHP 900,000 - 1,700,000; Full time

Job summary

Trends Group, Inc. is seeking an ITSM Specialist to administer, govern, and continuously improve ITSM processes aligned with ITIL best practices.

You will manage incidents, problems, changes, service requests, and CMDB and work closely with client teams to deliver high-quality IT service management support. The role requires five years of ITSM experience, ITIL certifications, and hands-on use of ServiceNow or BMC.

Qualifications

• Bachelor’s degree in IT or related field preferred.
• ITIL 4 Foundation or higher certifications.
• Experience with ITSM ticketing tools (ServiceNow, BMC, or equivalent).
• Minimum five years in IT Service Management.

Responsibilities

• Manage Incident, Problem, Change, and Service Request Management processes.
• Serve as process owner for Incident Management and ensure timely resolution of incidents.
• Govern and facilitate Change Management processes, including change reviews and approvals.
• Coordinate Problem Management activities, including root cause analysis and preventive actions.
• Manage Service Request workflows to ensure efficient request fulfillment.
• Maintain CMDB accuracy and integrity.
• Monitor, analyze, and report SLA performance and compliance.
• Prepare and maintain audit, compliance, and process documentation.
• Identify opportunities for process optimization and drive continuous improvement initiatives aligned with ITIL best practices.
• Collaborate with cross-functional teams and client stakeholders to ensure service quality and operational excellence.
• Support ITSM platform administration and recommend enhancements to improve service delivery.

Skills

ITIL v4 principles

Analytical skills

Problem solving

Documentation & reporting

Stakeholder management

Process governance

Team collaboration

Education

Bachelor's degree in IT/CS/Engineering or related field

Tools

ServiceNow

BMC

Job description

Trends Group, Inc. is seeking an ITSM Specialist to administer, govern, and continuously improve ITSM processes aligned with ITIL best practices.

You will manage incidents, problems, changes, service requests, and CMDB and work closely with client teams to deliver high-quality IT service management support. The role requires five years of ITSM experience, ITIL certifications, and hands-on use of ServiceNow or BMC.