ITSM Specialist - Drive ITIL Process Excellence

Trends Group

Makati

On-site

PHP 600,000 - 1,200,000

Full time

14 days+

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Job summary

Trends Group is seeking an ITSM Specialist to administer and improve ITSM processes in a client-facing environment. You will manage incidents, problems, changes, and service requests while ensuring CMDB accuracy and SLA compliance.

Ideal candidates hold ITIL 4 Foundation and ITSM tool certifications, with a bachelor’s degree in IT/CS/Engineering. Willingness to deploy to client sites in Makati/Makati City and Metro Manila is required.

Qualifications

Must be a permanent employee of the bidder.
Bachelor's degree in Information Technology, Computer Science, Engineering, or related field preferred.
Must hold current ITIL 4 Foundation (or higher) and ITSM ticketing tool certifications.

Responsibilities

Manage Incident, Problem, Change, and Service Request Management processes.
Serve as the process owner for Incident Management and ensure timely resolution of incidents.
Govern and facilitate Change Management processes, including change reviews and approvals.
Coordinate Problem Management activities, including root cause analysis and preventive actions.
Manage Service Request workflows to ensure efficient request fulfillment.
Maintain CMDB accuracy and integrity.
Monitor and report SLA performance and compliance.
Prepare and maintain audit, compliance, and process documentation.