ITSM Process Leader: Incident, Change & ITIL Expert

Trends Group, Inc.; Makati; On-site; PHP 600,000 - 1,000,000; Full time

Job summary

Trends Group, Inc. in Makati is seeking an ITSM Specialist to govern ITIL-aligned service management processes and drive continuous service improvement.

You will manage incidents, problems, changes, service requests, and CMDB integrity while ensuring SLA compliance. The role requires hands-on experience with ITSM tools such as ServiceNow or BMC, ITIL certification, and strong analytical, documentation, and stakeholder management skills.

Qualifications

• Bachelor’s degree in Information Technology, Computer Science, Engineering, or related field preferred.
• ITIL 4 Foundation or higher certification required.
• Experience with ITSM ticketing tools (ServiceNow, BMC or equivalent).

Responsibilities

• Manage Incident, Problem, Change, and Service Request Management processes.
• Act as process owner for Incident Management and ensure timely resolution.
• Govern Change Management processes, including reviews and approvals.
• Coordinate Problem Management activities, including root cause analysis and preventive actions.
• Manage Service Request workflows for efficient fulfillment.
• Maintain accuracy and integrity of CMDB.
• Monitor SLA performance and compliance.
• Prepare audit, compliance, and process documentation.

Skills

ITIL knowledge

Analytical skills

Documentation skills

Communication skills

Stakeholder management

Process governance

Continuous service improvement

Independent & collaborative work

Education

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

Tools

ServiceNow

BMC ITSM

Job description

Trends Group, Inc. in Makati is seeking an ITSM Specialist to govern ITIL-aligned service management processes and drive continuous service improvement.

You will manage incidents, problems, changes, service requests, and CMDB integrity while ensuring SLA compliance. The role requires hands-on experience with ITSM tools such as ServiceNow or BMC, ITIL certification, and strong analytical, documentation, and stakeholder management skills.