ITSM Service Catalog & Request Analyst

Hammerjack Pty Ltd; Philippines; On-site; PHP 520,000 - 800,000; Full time

Job summary

Hammerjack Pty Ltd in the Philippines seeks an Associate ITSM Analyst to act as a subject matter expert for IT service and access request processing, coordinating fulfillment and ensuring end-to-end lifecycle management of IT service catalog items.

You will administer end-user IT service requests, conduct quality audits, maintain documentation, and develop regular reports with insights on performance and bottlenecks. Collaboration across teams is essential.

Qualifications

• Bachelor's degree in IT, Engineering, Business Management, or related field.
• Proficient in ITSM platforms including ServiceNow, Salesforce, Remedy, and Jira.
• Demonstrated expertise in managing Service Catalogs, particularly within ServiceNow.
• Strong communication and presentation abilities to diverse audiences.
• Excellent stakeholder management and cross-functional collaboration.
• Proven track record of driving process innovation and continuous improvement.
• Highly organized with strong prioritization skills for timely delivery.

Responsibilities

• Serve as SME for IT service and access request processing and coordination for fulfillment.
• Assist end-to-end lifecycle management of IT service catalog items.
• Develop and present regular reports on service operations and insights on performance.
• Participate in requirements gathering, development, and testing of new workflows for ITSM platform.
• Create communications to promote awareness of available IT services.
• Maintain complete documentation of IT services processes and guidelines.
• Collaborate with cross-functional teams to improve service management processes.

Skills

Excellent communication

Stakeholder management

Process improvement

Organizational skills

Strategic thinking

Team oriented

ITSM tools expertise

Education

Bachelor's degree in IT/Engineering/Business Management

Tools

ServiceNow

Salesforce

Remedy

Jira

Job description

Hammerjack Pty Ltd in the Philippines seeks an Associate ITSM Analyst to act as a subject matter expert for IT service and access request processing, coordinating fulfillment and ensuring end-to-end lifecycle management of IT service catalog items.

You will administer end-user IT service requests, conduct quality audits, maintain documentation, and develop regular reports with insights on performance and bottlenecks. Collaboration across teams is essential.