ITSM Process Specialist

Booth; Taguig; Hybrid; PHP 900,000 - 1,500,000; Full time

Job summary

Booth is seeking an ITSM Process Specialist to govern ITIL-aligned processes across our Managed Services unit and client accounts. The role emphasizes Major Incident and Change Management, driving incident resolution, RCA activities, and continuous service improvement.

You will collaborate with internal teams, vendors, and clients, ensuring CI data integrity, and delivering actionable metrics. A hybrid setup is offered with onsite presence in our Manila-area offices, reflecting a customer-facing

Qualifications

• Experience delivering ITIL-aligned ITSM processes in a client or MSP environment.
• A track record leading major incident investigations and RCA.
• Strong stakeholder management and customer-facing communication skills.

Responsibilities

• Drive end-to-end Major Incident and Incident Management, coordinating across teams and vendors to minimize downtime.
• Govern Change and Configuration Management, ensuring CI integrity and data accuracy.
• Support governance and maturity of core ITSM processes including Asset, Knowledge, and Problem Management.
• Produce operational reporting and CSI recommendations to improve service delivery.
• Engage with clients as a primary point of contact to align service delivery with contractual commitments.

Skills

ITSM process management

Incident Management

Change Management

Communication & engagement

ServiceNow

Education

Bachelor's degree in IT or related field

Tools

ServiceNow

MS 365

Job description

Hybrid Setup, working onsite once a week in our BGC/Ayala Makati office

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.