Junior ITSM/ITIL Analyst

Vertere Global Solutions, Inc.; Muntinlupa; On-site; PHP 167,000 - 279,000; Full time

Job summary

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.

Qualifications

• 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.

Responsibilities

• 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.

Skills

ITSM basics

SLA awareness

Data validation

Documentation

Analytical thinking

Education

Bachelor's degree in IT

Tools

HDA ticketing platform

CMDB administration

Job description

The Junior ITSM Analyst supports the daily execution of Incident, Problem, Change, and Configuration Management processes. The role monitors service requests and incidents, maintains accurate records in the HDA ticketing system and CMDB, prepares operational reports, and ensures compliance with ITSM procedures and service-level agreements.

Key Responsibilities

• Monitor incident queues and ensure tickets are properly recorded, categorized, assigned, updated, and resolved.

• Support Incident, Problem, and Change Management activities.

• Create, review, and maintain CMDB and configuration-item 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.

Qualifications

• Bachelor’s degree in Information Technology, Computer Science, Information Systems, or a related field.

• One to three years of experience in ITSM, Service Desk, IT Support, or IT Operations.

• Basic understanding of ITIL practices, particularly Incident, Problem, Change, and Configuration Management.

• Experience using HDA or a similar ITSM ticketing platform.

• Basic experience with CMDB administration and configuration-item maintenance.

• Proficiency in Microsoft Office, particularly Excel, Word, and PowerPoint.

• Good documentation, reporting, and data-validation skills.

• ITIL Foundation certification is an advantage but not required.

Required Competencies

• Customer-focused written and verbal communication

• Strong attention to detail

• Analytical and problem-solving mindset

• Willingness to learn ITSM processes and tools

• Ability to follow SOPs and meet deadlines

• Accuracy in ticket and CMDB record maintenance

• Ability to collaborate with technical and business teams