Senior ITSM Engineer - ServiceNow & Incident Management

Aprio; Makati; Hybrid; PHP 1,000,000 - 1,800,000; Full time

Benefits offered by this job

Wellness program

HMO coverage

Rewards and Recognition program

Free shuttle service

Free lunch (onsite)

Job summary

Aprio is seeking a Senior Engineer, IT System Operations to join the Business Operations - Information Technology Team in Makati. The role focuses on designing and governing ITSM processes in line with ITIL 4, managing incidents and changes, and enabling ServiceNow workflows across the organization.

The candidate will drive CSI initiatives, maintain a knowledge base, and ensure service levels are met while collaborating with IT operations, engineering, and service management teams.

Qualifications

• Bachelor’s degree in IT, CS, or related field.
• 3–5+ years in IT service management or ITSM roles.
• ITIL 4 Foundation certification.
• Hands-on knowledge of ITIL practices: Incident, Problem, Change, Request, Service Level, Knowledge, Configuration Management.
• Experience operating ITSM on ServiceNow.
• Strong process design and facilitation skills.
• Analytical skills with ITSM metrics and KPIs.

Responsibilities

• Design, document, and maintain ITSM processes aligned to ITIL 4.
• Establish governance, standards and control points; ensure audit compliance.
• Serve as SME for ITIL process questions and decisions.
• Operate Incident, Problem, and Major Incident Management; drive rapid resolution.
• Administer Change Management; coordinate CAB facilitation and risk assessment.
• Manage service requests, catalog, and knowledge management; promote KCS.
• Define and report on SLAs/OLAs; ensure accountability.
• Translate requirements into ServiceNow configuration and test UAT.
• Lead CSI initiatives; identify automation opportunities and maturity.
• Drive process adoption through training and stakeholder engagement.

Skills

ITIL 4 Foundation

ITIL processes

ServiceNow ITSM

Process design

Facilitation skills

Analytical skills

Education

Bachelor’s degree in Information Technology or Computer Science

Tools

ServiceNow

Job description

Aprio is seeking a Senior Engineer, IT System Operations to join the Business Operations - Information Technology Team in Makati. The role focuses on designing and governing ITSM processes in line with ITIL 4, managing incidents and changes, and enabling ServiceNow workflows across the organization.

The candidate will drive CSI initiatives, maintain a knowledge base, and ensure service levels are met while collaborating with IT operations, engineering, and service management teams.