Senior ITSM Consultant - Incident, Problem & Knowledge

Planit Philippines Corporation; Philippines; On-site; PHP 5,650,000 - 8,161,000; Full time

Job summary

NRI Australia & New Zealand is seeking an experienced IT Service Management professional to lead incident, problem and knowledge management in a managed services environment. The role requires strong stakeholder engagement, analytical thinking and the ability to drive improvements with measurable outcomes.

You will coordinate with Service Desk, technical teams, suppliers and customers, maintain auditable ITSM records and promote shift-left and self-service to boost first-contact resolution.

Qualifications

• Minimum 5–6 years delivering IT services in MSP or large gov agency.
• Experience in IT Service Management with Incident/Problem/Knowledge management.
• Strong analytical, communication, and stakeholder management.

Responsibilities

• Oversee delivery of IT services and manage incidents, problems and knowledge activities.
• Collaborate with Service Desk, technical teams, and vendors to drive improvements.
• Analyse incident trends and coordinate RCA to achieve measurable outcomes.

Skills

Stakeholder management

Incident management

Problem management

Knowledge management

RCA techniques

Analytical thinking

Communication skills

ServiceNow

Self-management

Negotiation

Education

ITIL Certification

Tools

ServiceNow

Job description

NRI Australia & New Zealand is seeking an experienced IT Service Management professional to lead incident, problem and knowledge management in a managed services environment. The role requires strong stakeholder engagement, analytical thinking and the ability to drive improvements with measurable outcomes.

You will coordinate with Service Desk, technical teams, suppliers and customers, maintain auditable ITSM records and promote shift-left and self-service to boost first-contact resolution.