Senior IT Service Management Analyst - Hybrid & Impact

Reed Elsevier Philippines; Philippines; Hybrid; PHP 700,000 - 1,100,000; Full time

Benefits offered by this job

Hybrid work setup

IT Equipment provided

HMO from Day 1 for you and dependents

Retirement package with company match

Life and Accident Insurance from Day 1

24 annual PTOs (plus 6 after 5 years)

Annual merit increases and incentives

Learning workshops and certifications

Job summary

Reed Elsevier Philippines is seeking a Service Management professional to strengthen UK & Ireland Service Management capabilities with hands-on ITSM duties. You will coordinate changes, oversee reporting, and provide automation and technical support across Power BI, Power App, ServiceNow, and Jira integration.

The role emphasizes stakeholder management and cross-timezone collaboration. The position requires ITSM experience, strong communication, and the ability to work hybrid with regional and

Qualifications

• Excellent written and verbal communication skills.
• Advanced Power BI skills, including dashboard creation and data modelling.
• Solid experience using ServiceNow for Incident, Change, SLA and reporting processes, including testing platform changes and validating integration points.
• Practical working knowledge of ITIL and ITIL 4 across Incident, Change, Service Level, Problem and Continual Improvement practices.
• Experience using Microsoft 365 Copilot, AI agents or similar automation tools to improve reporting, documentation or operational workflows.
• Strong process documentation skills, including the ability to capture and maintain clear operational procedures and service processes.
• Experience supporting UK or European customers.
• Experience working across time zones in a global delivery model.
• Personal Attributes
• Able to work independently while collaborating effectively with distributed teams.
• Confident, credible, and comfortable challenging constructively when required.

Responsibilities

• Own and maintain Power BI and Power App reporting for availability and SLA outcomes.
• Lead customer service reviews and translate technical detail into clear outcomes.
• Coordinate shared services changes into UK&I Service Management; track actions and inform stakeholders.
• Provide tech support to the Service Management team; maintain automation and data updates.
• Improve process documentation and standard ways of working during platform changes.

Skills

Power BI

Power Apps

ServiceNow

ITIL

Automation tools

Process documentation

Cross-timezone collaboration

Stakeholder management

Tools

Jira

Power BI

Job description

Reed Elsevier Philippines is seeking a Service Management professional to strengthen UK & Ireland Service Management capabilities with hands-on ITSM duties. You will coordinate changes, oversee reporting, and provide automation and technical support across Power BI, Power App, ServiceNow, and Jira integration.

The role emphasizes stakeholder management and cross-timezone collaboration. The position requires ITSM experience, strong communication, and the ability to work hybrid with regional and