ITSM Process Specialist

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

Makati Commercial Center, Philippines | Posted on 11/05/2026

• State/Province National Capital Region (Manila)
• Country Philippines

Job Description

Position Purpose

The primary purpose of this role will be to support ITIL aligned core processes, including providing guidance to operational teams to effectively minimise ongoing impacts to service

Position Description

Key Responsibilities

As part of the process team, provide a point of contact responsible for operating, managing, and governing core processes - IT Asset, Configuration, Incident, Requests, Change, Knowledge and Problem Management across the MS business unit and clients.

Work with internal and external stakeholders to embed the processes within MS delivery.

Responsible for the ongoing maturity of the processes across the business unit.

As part of the team, will be responsible for providing operational reporting and metrics for the MS business unit

Educate service owners/leads to use metrics for their own services, and to drive ongoing CSI activities.

Own process documentation: including creation, updating, and using for training as required.

Conduct Incident trending, using data analysis to minimize the impact of future similar Incidents

Work to prevent Incidents from happening, and to minimize the impact of Incidents that cannot be prevented.

Coordinate problem resolution across internal support groups, vendors, suppliers, and customers

Directing operational teams to conduct investigations to establish root cause and implement corrective actions.

Accountable for the delivery of Root Cause Analysis and problem resolution.

Collaborate with clients and where required third party vendors to both maintain and build on relationships between CI’s to gain a complete understanding of the technology landscape

Reconciles Completeness and Accuracy of CI data against agreed Data Sources, and evaluates any exceptions

Support process deployment to new clients, with an in-depth understanding of contractual support requirements

Identify and implement continuous improvement opportunities across the processes.

Additional Responsibilities

Uphold and adhere to Data#3's core values, guidelines, policies and procedures

Represent Data#3 in a professional manner and provide excellent customer service to our internal and external customers.

You are required to perform your duties safely without risk to your own health and safety or the health and safety of others

You are required to be flexible to work in additional roles or capacities or take on additional or varied duties, as may be assigned to you, that you are skilled and capable of performing.

Data#3 may alter your position, position description, position title, location and responsibilities in accordance with changing business needs and priorities.

As part of your position, in addition to (c) above, you:

may be required to perform your duties off-site, including at customer, vendor/partner and supplier sites, which require, as a condition of entry, you to hold a National Police Certificate;

may be responsible for accessing internal and third party computer systems containing highly sensitive confidential corporate and personal information;

may be engaged in capacities that require Data#3 to have the highest degree of confidence that you will perform your duties with a high level of honesty and integrity. Accordingly, the satisfactory completion of a National Police Certificate is an inherent requirement of your position.

Key Experience, Skills & Abilities

Experience

Proven operational ITSM process management experience following the ITIL framework

Demonstrable process deployment and continual service improvement experience

Previous recent exposure to working in the ServiceNow platform desirable

Skills

Strong influencing and relationship management skills.

Excellent ability to manage multiple high priority activities.

Flexibility to adjust to changing requirements, schedules and priorities.

Self-driven and resourceful to achieve goals independently, as well as work well in groups.

High level of IT literacy – MS 365 (Word, Excel, PowerPoint and SharePoint).

Ability

Personal resilience - Operates with the leadership team of the Managed Services BU adding to the level of energy and enthusiasm for improvement, change and innovation over extended periods of time

Self-sufficiency - The ability to self-govern own learning and training requirements

Tenacity - The ability to navigate past setbacks in order to achieve business outcomes.

Regulation - Consciously manages personal contributions to accurately articulate advice and recommendations, to educate and create understanding amongst juniors, peers, managers, executives, and customers

Adaptability - Manages away from perfection, is able to tailor capabilities, methods and subject matter expertise to create new solutions and IP, mindful of finding a pragmatic balance between customer demand, business urgency, and best practices

Key Qualifications, Certifications & Training

Qualifications

• - University degree in an IT Discipline, or equivalent in years of progressive experience in enterprise level IT environments.

Certifications

• - ITIL v3 Foundation certification as a minimum