Senior ITSM Engineer - ITIL & ServiceNow Specialist

NextGenEnergyJobs; Hinoba-an; On-site; PHP 800,000 - 1,400,000; Full time

Job summary

Aprio PH is seeking a Senior Engineer, IT System Operations to design, document, and operate ITSM processes aligned to ITIL 4, spanning incident, problem, change, and request management. You will translate requirements into ServiceNow workflows, maintain KPIs, and drive continual service improvement across IT teams, aiming for audit-ready operations and stable service delivery.

If you bring 3–5+ years ITSM experience and strong facilitation skills, this role offers growth in a nationally ranked

Qualifications

• Bachelor’s degree in IT/CS or equivalent experience.
• 3–5+ years in ITSM or ITSM process roles.
• Hands-on knowledge of ITIL practices and enterprise platforms like ServiceNow.
• Strong process design, documentation, and facilitation, including CABs.

Responsibilities

• Design, document, and maintain ITSM process definitions, workflows, policies, roles and responsibilities (RACI).
• Establish process governance, standards, and control points for audit readiness.
• Serve as SME and escalation point for ITIL process questions and decisions.
• Operate and improve Incident and Problem Management, including major incidents.
• Define and maintain priority/severity models and service targets.
• Administer Change Management including CAB facilitation and risk assessment.
• Coordinate releases and change scheduling to protect service stability.
• Maintain service catalog and request fulfillment; streamline workflows and approvals.
• Champion Knowledge-Centered Service (KCS) and maintain knowledge base.
• Define, monitor, and report on SLAs/OLAs and KPIs; build dashboards.
• Translate requirements into ServiceNow configuration and support UAT.
• Define and track ITSM KPIs and drive CSI initiatives.
• Lead adoption through training and stakeholder engagement.

Skills

ITIL processes

ServiceNow

CAB facilitation

KCS knowledge

KPI reporting

Incident/Problem/Change management

Education

Bachelor’s degree in IT/CS or equivalent

Tools

ServiceNow

Job description

Aprio PH is seeking a Senior Engineer, IT System Operations to design, document, and operate ITSM processes aligned to ITIL 4, spanning incident, problem, change, and request management. You will translate requirements into ServiceNow workflows, maintain KPIs, and drive continual service improvement across IT teams, aiming for audit-ready operations and stable service delivery.

If you bring 3–5+ years ITSM experience and strong facilitation skills, this role offers growth in a nationally ranked