Junior ITSM Analyst — ITIL & Incident Management

Vertere Global Solutions, Inc.; Muntinlupa; Presencial; PHP 167.000 - 279.000; Jornada completa

Descripción de la vacante

Vertere Global Solutions, Inc. is seeking a Junior ITSM Analyst to support Incident, Problem, Change, and Configuration Management processes.

The role monitors service requests and incidents, maintains records in the HDA ticketing system and CMDB, and prepares operational reports to ensure SLA compliance. The ideal candidate holds a IT-related degree with 1–3 years of ITSM or Service Desk experience and a basic understanding of ITIL practices.

Formación

• Bachelor’s degree in IT field.
• 1–3 years ITSM/Service Desk experience.
• Familiarity with ITIL practices.
• Experience with CMDB and HDA or similar ticketing.
• Proficient in MS Office.
• Strong documentation and reporting skills.

Responsabilidades

• Monitor incident queues and ensure tickets are recorded, categorized, assigned, updated, and resolved.
• Support Incident, Problem, and Change Management activities.
• Create, review, and maintain CMDB records.
• Validate ticket and CMDB data for accuracy, completeness, and consistency.
• Track ticket backlogs, SLA performance, and process-compliance issues.
• Prepare daily, weekly, and monthly operational reports and KPI updates.
• Assist with ITSM process audits, service reviews, and documentation.
• Follow established SOPs and escalate unresolved or high-priority issues.
• Coordinate with Service Desk, technical teams, and process owners when necessary.
• Recommend basic improvements to documentation, data quality, and operational processes.

Conocimientos

ITSM basics

SLA awareness

Data validation

Documentation

Analytical thinking

Educación

Bachelor's degree in IT

Herramientas

HDA ticketing platform

CMDB administration

Descripción del empleo

Vertere Global Solutions, Inc. is seeking a Junior ITSM Analyst to support Incident, Problem, Change, and Configuration Management processes.

The role monitors service requests and incidents, maintains records in the HDA ticketing system and CMDB, and prepares operational reports to ensure SLA compliance. The ideal candidate holds a IT-related degree with 1–3 years of ITSM or Service Desk experience and a basic understanding of ITIL practices.