ITSM Process Lead — ITIL & ServiceNow

Booth & Partners; Makati; On-site; PHP 3,864,000 - 5,582,000; Full time

Job summary

Data#3 is seeking an ITSM Process Specialist to support ITIL-aligned processes across the Managed Service Delivery unit. You will guide operational teams to minimise service impacts and drive continual service improvement.

You will own process documentation, provide metrics, and collaborate with clients and vendors to maintain a robust technology landscape. Applicants should have ITIL experience, strong stakeholder skills and a background in ITSM, with exposure to ServiceNow; a University IT

Qualifications

• Proven ITSM process management experience following ITIL.
• Experience deploying and improving IT services and processes.
• Exposure to ServiceNow platform is desirable.

Responsibilities

• Operate, manage and govern core ITIL processes across MS unit and clients.
• Embed processes with internal/external stakeholders and drive CSI.
• Provide operational reporting and metrics for MS unit.
• Educate service owners to use metrics for CSI activities.
• Own process documentation for training and updates.
• Lead incident trend analysis to minimize future impacts.
• Coordinate problem resolution with internal and external teams.

Skills

ITIL framework

ITSM process management

ServiceNow

Stakeholder management

Prioritization & multitasking

Education

University degree in IT

Tools

ServiceNow

Job description

Data#3 is seeking an ITSM Process Specialist to support ITIL-aligned processes across the Managed Service Delivery unit. You will guide operational teams to minimise service impacts and drive continual service improvement.

You will own process documentation, provide metrics, and collaborate with clients and vendors to maintain a robust technology landscape. Applicants should have ITIL experience, strong stakeholder skills and a background in ITSM, with exposure to ServiceNow; a University IT