Senior ITSM Engineer, ServiceNow & ITIL Expert

Aprio; Mabalacat; Hybrid; PHP 900,000 - 1,500,000; Full time

Benefits offered by this job

Wellness program

HMO coverage

Rewards and Recognition program

Free shuttle service

Free lunch meal

On-demand learning classes

Discretionary time off and Holidays

Performance-based salary increase

Discretionary incentive compensation

Job summary

Aprio is seeking a Senior Engineer, IT System Operations to join its Information Technology Team. The role focuses on ITSM process design, governance, and ServiceNow configuration to support incident, change, problem, and knowledge management across the firm.

The ideal candidate brings ITIL 4 expertise, strong process design skills, and hands-on ServiceNow experience in an enterprise setting. A hybrid work arrangement and ongoing professional development are offered.

Qualifications

• Bachelor’s degree in information technology, Computer Science, or related field, or equivalent professional experience.
• 3-5+ years of experience in IT service management or ITSM process roles.
• ITIL 4 Foundation certification.
• Deep, hands-on knowledge of core ITIL practices — Incident, Problem, Change, Request, Service Level, Knowledge, and Configuration Management.
• Experience operating ITSM processes on an enterprise platform such as ServiceNow.

Responsibilities

• Design, document, and maintain ITSM process definitions, workflows, policies, roles and responsibilities (RACI), and procedures aligned to ITIL 4.
• Operate and improve Incident and Problem Management, including major incident coordination, root-cause analysis, and known-error management.
• Administer the Change Management process across standard, normal, and emergency changes, including Change Advisory Board (CAB) facilitation and change risk assessment.
• Maintain the service catalog and request fulfillment processes; streamline request workflows, approvals, and fulfillment.
• Define, monitor, and report on SLAs, OLAs, and underpinning targets, and drive accountability against them.
• Translate process requirements into ServiceNow configuration; partner with platform developers and administrators to implement workflows, forms, SLAs, and notifications.
• Define and track ITSM KPIs and critical success factors; build dashboards and reports for IT leadership and stakeholders.
• Drive process adoption through training, communication, and stakeholder engagement across IT teams.

Skills

ITIL 4 knowledge

ServiceNow

Incident Management

Problem Management

Change Management

Documentation & Process Design

Education

Bachelor’s degree in Information Technology or related field

Tools

ServiceNow ITSM

BPMN/Visio

Job description

Aprio is seeking a Senior Engineer, IT System Operations to join its Information Technology Team. The role focuses on ITSM process design, governance, and ServiceNow configuration to support incident, change, problem, and knowledge management across the firm.

The ideal candidate brings ITIL 4 expertise, strong process design skills, and hands-on ServiceNow experience in an enterprise setting. A hybrid work arrangement and ongoing professional development are offered.