ITSM Process Specialist

Booth; Taguig; Hybrid; PHP 600,000 - 1,200,000; Full time

Job summary

Booth is seeking an experienced ITSM professional to own and govern core processes across Asset, Configuration, Incident, Requests, Change, Knowledge and Problem Management. The role emphasizes ITIL-aligned process design, deployment, and continual service improvement within the MS business unit.

You will partner with internal and external stakeholders, deliver operational metrics, and drive CSI initiatives, while supporting new client deployments and providing training materials for teams.

Qualifications

• 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.

Responsibilities

• Operate, manage and govern core ITSM processes (Asset, Configuration, Incident, Requests, Change, Knowledge, Problem).
• Embed processes with MS delivery alongside stakeholders.
• Drive continual service improvement across the business unit.
• Provide operational reporting and metrics.
• Educate service owners to use metrics for CSI activities.
• Own process documentation and training materials.
• Conduct incident trending and root cause analysis.
• Coordinate problem resolution with internal teams, vendors and customers.
• Support deployment of processes to new clients.

Skills

ITIL framework

Process deployment

ServiceNow

Stakeholder management

Multi-tasking

MS365 literacy

Education

University IT degree

Tools

ServiceNow

MS365

Job description

Hybrid Setup, working onsite once a week

Site: Ayala, Makati and BGC, Taguig

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.

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