ITSM Process Lead for ITIL-driven Service Excellence

HireBooth; Manila; On-site; PHP 600,000 - 900,000; Full time

Job summary

Data#3 is seeking a skilled ITSM Process Analyst to support ITIL-aligned core processes across the managed services unit and client environments. You will guide operational teams, embed processes, and drive continual service improvement while producing metrics and root-cause analyses.

Strong collaboration with clients and vendors is essential. The role requires overseeing process documentation, incident trending, and proactive problem resolution, with a focus on service reliability and data

Qualifications

• Proven ITSM process management experience following ITIL.
• Experience in deployment and continual service improvement.
• Desirable exposure to the ServiceNow platform.

Responsibilities

• Operate, manage, and govern core ITIL processes across the MS business unit and clients.
• Embed processes with internal and external stakeholders.
• Drive ongoing maturity of the processes across the business unit.
• Provide operational reporting and metrics.
• Educate service owners/leads to use metrics for CSI.
• Own process documentation for training.
• Conduct Incident trending to minimize future incidents.
• Prevent incidents where possible and minimize impact.
• Coordinate problem resolution across teams, vendors, suppliers, customers.
• Direct investigations to establish root cause and corrective actions.
• Deliver Root Cause Analysis and problem resolution.
• Collaborate with clients and third-party vendors to understand the technology landscape.
• Reconcile completeness/accuracy of CI data.
• Support process deployment to new clients with contract requirements.
• Identify and implement continuous improvement opportunities.

Skills

Influencing

Relationship management

Multitasking

Flexibility

Self-motivated

MS 365

Education

IT degree or equivalent

Tools

ServiceNow

Job description

Data#3 is seeking a skilled ITSM Process Analyst to support ITIL-aligned core processes across the managed services unit and client environments. You will guide operational teams, embed processes, and drive continual service improvement while producing metrics and root-cause analyses.

Strong collaboration with clients and vendors is essential. The role requires overseeing process documentation, incident trending, and proactive problem resolution, with a focus on service reliability and data