ITSM Specialist (FSTG)

Trends Group; Makati; On-site; PHP 600,000 - 1,200,000; Full time

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.

Skills

ITIL v4

Incident Mgmt

Change Mgmt

CMDB

Stakeholder comms

Process governance

Education

Bachelor's in IT/CS/Engineering

Tools

ServiceNow

BMC Remedy

Job description

Job Summary

The ITSM Specialist is responsible for the administration, governance, and continuous improvement of IT Service Management (ITSM) processes. The role ensures effective management of incidents, problems, changes, service requests, and configuration management while maintaining compliance with ITIL best practices and organizational service level agreements (SLAs). The specialist will work closely with internal teams and client stakeholders to deliver high-quality IT service management support.

Roles and Responsibilities

• Manage and oversee 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 and ensure the accuracy and integrity of the Configuration Management Database (CMDB).
• Monitor, analyze, and report SLA performance and compliance.
• Prepare and maintain audit, compliance, and process documentation.

Qualifications

• Must be a permanent employee of the bidder.
• Bachelor's degree in Information Technology, Computer Science, Engineering, or any related field is preferred.
• Must hold current and valid certifications in:
  • ITIL® 4 Foundation (or higher)
  • ITSM ticketing tools (e.g., ServiceNow, BMC, or equivalent)

Required Skills

• Strong knowledge of ITIL v4 principles and ITSM best practices.
• Excellent analytical and problem-solving skills.
• Strong documentation and reporting capabilities.
• Effective communication and stakeholder management skills.
• Ability to work independently and collaboratively in a fast-paced environment.
• Experience in process governance and continuous service improvement.

Work Location / Deployment

Note:The successful candidate must be willing to be deployed to client sites within theMakati City and Metro Manilaarea, as required by project or operational needs.

If this JD is intended for an RFP or govern