Senior Enterprise Applications & ITSM Administrator

MicroSourcing International; Philippines; On-site; PHP 1,000,000 - 1,500,000; Full time

Benefits offered by this job

Healthcare on day one

Paid time-off with cash conversion

Group life insurance

Performance bonuses

Permanent work-from-home setup

Job summary

MicroSourcing is recruiting a Senior Enterprise Applications & ITSM Administrator to optimize the ITSM platform and manage enterprise applications. The role involves hands-on support for escalated issues, SSO and API integrations, and ongoing system documentation.

Based in Metro Manila with a temporary work-from-home setup and night shift, you will coordinate with cross-functional teams to meet SLA targets and drive IT operations excellence.

Qualifications

• Bachelor’s degree in IT/CS/IS or related field.
• 3–5 years in IT service desk, enterprise apps, or IT operations.
• Experience in a BPO environment is preferred.

Responsibilities

• Configure and optimize ITSM platform workflows; ensure SLA compliance.
• Act as L2/L3 escalation for complex issues.
• Manage provisioning for Microsoft 365, Entra ID, and enterprise apps.
• Maintain integrations, authentication, SSO, and data sync across systems.
• Generate KPI reports and maintain system documentation.

Skills

ITSM administration

Microsoft 365

Entra ID

SLA management

Ticketing workflows

Education

Bachelor's degree in IT/CS/IS

Tools

ManageEngine ServiceDesk Plus

ServiceNow

Salesforce

Microsoft 365 applications

Job description

Discover your 100% YOU with MicroSourcing!

Position: Senior Enterprise Applications & ITSM Administrator

Location: Metro Manila

Work setup & shift: Temporary Work From Home | Night Shift

Why join MicroSourcing?

You'll Have

• Competitive Rewards: Enjoy above-market compensation, healthcare coverage on day one, plus one or more dependents, paid time-off with cash conversion, group life insurance, and performance bonuses.
• A Collaborative Spirit: Contribute to a positive and engaging work environment by participating in company-sponsored events and activities.
• Work-Life Harmony: Enjoy the balance between work and life that suits you with a permanent work-from-home setup.
• Career Growth: Take advantage of opportunities for continuous learning and career advancement.
• Inclusive Teamwork: Be part of a team that celebrates diversity and fosters an inclusive culture.

Your Role

As a Senior Enterprise Applications & ITSM Administrator, you will:

• Administer and optimize the ITSM platform (ManageEngine ServiceDesk Plus / ServiceNow) by configuring ticket workflows, automating processes, and ensuring SLA compliance for the global service desk.
• Act as the primary technical escalation point (L2/L3), providing hands‑on support for complex issues involving Microsoft 365, Microsoft Entra ID, endpoints, and identity/access management.
• Manage and maintain enterprise SaaS applications—including Microsoft 365, Salesforce, and QuickBooks—handling user provisioning, vendor coordination, and system troubleshooting.
• Monitor and troubleshoot system integrations, actively resolving issues related to authentication, Single Sign-On (SSO), APIs, and data synchronization across the tech stack.
• Support IT operations and InfoSec compliance by generating system KPI reports, maintaining accurate technical documentation, and executing structured change management processes.

What You Need

Non-negotiables

• Bachelor's degree in Information Technology, Computer Science, Information Systems, or a related discipline.
• Minimum of 3–5 years of experience in IT Service Desk, Enterprise Applications, or IT Operations, including leadership or service desk coordination responsibilities.
• Previous experience working in a Business Process Outsourcing (BPO) environment.
• Strong hands‑on experience supporting Microsoft 365, Microsoft Entra ID, enterprise applications, and ITSM platforms.
• Excellent troubleshooting, analytical, communication, and stakeholder management skills, with the flexibility to work permanent night shifts.

Preferred Skills/expertise

• Experience administering ManageEngine ServiceDesk Plus, ServiceNow, or similar ITSM platforms.
• Experience supporting enterprise applications such as Salesforce, QuickBooks, and Microsoft 365 applications.
• Knowledge of enterprise application integrations, APIs, SSO, data synchronization, and change management processes.
• Experience supporting geographically distributed teams and global business operations while adhering to Information Security (InfoSec) best practices.
• Microsoft certifications such as Azure Administrator Associate, Identity and Access Administrator Associate, or Microsoft 365 Administrator Expert are highly preferred.

About MicroSourcing

With over 9,000 professionals across 13 delivery centers, MicroSourcing is the pioneer and largest offshore provider of managed services in the Philippines.

Our commitment to 100% YOU

MicroSourcing firmly believes that our company's strength lies in our people's diversity and talent. We are proud to foster an inclusive culture that embraces individuals of all races, genders, ethnicities, abilities, and backgrounds. We provide space for everyone, embracing different perspectives, and making room for opportunities for each individual to thrive. At MicroSourcing, equality is not merely a slogan – it's our commitment. Our way of life. Here, we don't just accept your unique authentic self – we celebrate it, valuing every individual's contribution to our collective success and growth. Join us in celebrating YOU and your 100%!

For more information, visit https://www.microsourcing.com/

• Terms & conditions apply.