ITSM Process Specialist

Booth; Philippines; On-site; PHP 600,000 - 1,000,000; Full time

Job summary

Booth is seeking an ITSM Process Specialist to oversee ITIL-aligned processes within the Managed Services unit and client accounts. The role emphasizes major incident and change management, process maturity, and continual service improvement, serving as a primary customer-facing contact.

You will drive end-to-end incident resolution, govern CI data, and collaborate with internal teams and clients to align service delivery with contractual commitments and performance metrics.

Qualifications

• ITSM experience with ITIL framework and Major Incident/Change Management.
• Proven incident handling and RCA investigations.
• Strong communication and client engagement skills across stakeholders.
• Experience with ServiceNow and MS 365 suite.
• ITIL Foundation certification and IT degree or equivalent experience.

Responsibilities

• Major Incident & Incident Management: drive end-to-end resolution, RCA investigations and cross-team coordination.
• Change & Configuration Management: govern change workflows and CI data integrity.
• Process Governance & Maturity: support ITSM processes and onboarding for new contracts.
• Reporting & CSI: produce service metrics and drive continual service improvement.
• Stakeholder & Client Engagement: maintain strong client relationships and align with contracts.

Skills

ITSM Experience

Incident Handling

Communication & Engagement

ServiceNow Platform

MS 365 Proficiency

Education

IT degree or equivalent IT experience

ITIL Foundation certification

Tools

ServiceNow

MS 365 (Word/Excel/PowerPoint/SharePoint)

Job description

Job Description:

Job Title:

ITSM Process Specialist

Line of Business:

IT Managed Services

Role Purpose

The ITSM Process Specialist operates, manages, and governs core ITIL-aligned processes across the Managed Services business unit and client accounts. Serving as a primary customer-facing point of contact, this role focuses heavily on driving Major Incident Management and Change Management, while supporting overall process maturity and continual service improvement (CSI).

Key Responsibilities

• Major Incident & Incident Management: Drive end-to-end incident resolution independently, lead Root Cause Analysis (RCA) investigations, conduct incident trending analysis, and coordinate resolution across internal support teams, vendors, and clients to minimize downtime.

• Change & Configuration Management: Govern change request workflows, maintain Configuration Item (CI) integrity, and reconcile CI data completeness and accuracy against agreed data sources.

• Process Governance & Maturity: Support core ITSM processes including IT Asset, Request, Knowledge, and Problem Management and manage process deployment and onboarding for new client contracts.

• Reporting & Continual Service Improvement (CSI): Produce operational reporting and service metrics, educate service leads on leveraging metrics, and identify ongoing opportunities to optimize service delivery.

• Stakeholder & Client Engagement: Act as a key customer-facing liaison to build strong operational relationships, align service delivery with contractual commitments, and maintain visibility into client technology landscapes.

Skills, Experience & Qualifications

• ITSM Experience: Proven background in operational ITSM process management following the ITIL framework, with specific expertise in Major Incident and Change Management.

• Incident Handling: Demonstrated ability to independently manage high-priority incidents and direct operational teams through root-cause investigations under pressure.

• Communication & Engagement: Exceptional customer-facing, relationship management, and influencing skills across all business levels (juniors, peers, managers, executives, and clients).

• Technical Proficiency: Recent hands-on experience with the ServiceNow platform (highly desirable) and high-level proficiency in MS 365 (Word, Excel, PowerPoint, SharePoint).

• Certifications & Education: ITIL Foundation certification (v3 or v4 minimum) alongside a university degree in an IT discipline (or equivalent progressive enterprise-level IT experience).

• Core Competencies: Self-driven, resilient, adaptable to changing priorities, and capable of balancing customer demands with industry best practices.

Requirements: