ITSM Specialist

Vertere Global Solutions, Inc.; Pasig; On-site; PHP 420,000 - 780,000; Full time

Job summary

Vertere Global Solutions, Inc. is seeking an ITSM Specialist to drive operational excellence by improving IT service delivery, optimizing ITIL processes, and ensuring technology services consistently support business success.

The role requires 3-5 years in IT Service Management or technical support, with hands-on experience in ITSM platforms like ServiceNow, Jira Service Management, or BMC Helix. Strong data analysis and process-improvement skills are essential to succeed.

Qualifications

• Bachelor's degree in Computer Science, Information Systems, or a related field.
• 3-5 years of experience in IT Service Management or a technical support environment.
• Experience with ITSM platforms such as ServiceNow, Jira Service Management, or BMC Helix.
• Strong ability to analyze complex datasets, identify trends, and perform root cause analysis.
• Experience participating in or leading process improvement initiatives.

Responsibilities

• Facilitate Change Advisory Board (CAB) meetings and oversee change governance processes.
• Manage and optimize Incident, Problem, Change, and Request Management activities.
• Monitor recurring incidents and drive problem management initiatives to eliminate root causes.
• Generate SLA, KPI, and service performance reports for stakeholders and leadership teams.
• Maintain and improve knowledge base documentation to support self-service and operational efficiency.
• Conduct post-mortem and root cause analysis sessions following major incidents.
• Ensure compliance with security standards, regulatory requirements, and audit controls.
• Coordinate with vendors, procurement, legal, and technical teams regarding service and licensing requirements.
• Drive continuous service improvement initiatives to enhance service quality and operational performance.

Skills

Data analysis & root cause

Process improvement

IT infrastructure knowledge

SDLC understanding

Workflow design & auditing

Education

Bachelor's degree in CS/IS or related

Tools

ServiceNow

Jira Service Management

BMC Helix

Job description

ITSM Specialist

Drive operational excellence by improving IT service delivery, optimizing ITIL processes, and ensuring technology services consistently support business success.

Qualifications & Experience

• Bachelor's degree in Computer Science, Information Systems, or a related field


• 3-5 years of experience in IT Service Management or a technical support environment


• Experience with ITSM platforms such as ServiceNow, Jira Service Management, or BMC Helix


• Strong ability to analyze complex datasets, identify trends, and perform root cause analysis


• Experience participating in or leading process improvement initiatives

Preferred Certifications

• ITIL 4 Foundation


• Six Sigma Yellow Belt or Green Belt


• Knowledge of ISO 20000, ISO 27001, or similar standards


• PRINCE2, PMP, or Agile certifications are an advantage

Skills & Competencies

• Strong understanding of IT infrastructure and the Software Development Life Cycle (SDLC)


• Ability to design, document, and audit workflows for compliance and efficiency


• Proficiency in reporting and analytics tools such as Excel, Power BI, Looker, Google Analytics, or Tableau


• Strong analytical, organizational, and communication skills


• Ability to effectively collaborate with technical and non-technical stakeholders

Key Responsibilities

• Facilitate Change Advisory Board (CAB) meetings and oversee change governance processes


• Manage and optimize Incident, Problem, Change, and Request Management activities


• Monitor recurring incidents and drive problem management initiatives to eliminate root causes


• Generate SLA, KPI, and service performance reports for stakeholders and leadership teams


• Maintain and improve knowledge base documentation to support self-service and operational efficiency


• Conduct post-mortem and root cause analysis sessions following major incidents


• Ensure compliance with security standards, regulatory requirements, and audit controls


• Coordinate with vendors, procurement, legal, and technical teams regarding service and licensing requirements


• Drive continuous service improvement initiatives to enhance service quality and operational performance