Senior ITSM Engineer — ServiceNow & ITIL Expert

Aprio

Philippines

Hybrid

PHP 900,000 - 1,500,000

Full time

7 days ago

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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

Hybrid set up to selected roles

CPA & Certification Assistance and Bon

Job summary

Aprio is seeking a Senior Engineer, IT System Operations to join its Information Technology Team. You will design and govern ITSM processes, manage incidents and changes, and implement ServiceNow workflows to support a high-growth advisory environment.

The role requires ITIL 4 MP expertise, ServiceNow ITSM proficiency, and a strong focus on continual improvement and audits such as SOC 2. Hybrid work and opportunities for professional growth are offered.

Qualifications

ITIL 4 MP or relevant intermediate/specialist modules.
ServiceNow ITSM experience and familiarity with ServiceNow certifications (e.g., CIS - ITSM).
Experience with Continual Service Improvement and process maturity assessment frameworks.
Experience in regulated or professional services environments with audits such as SOC 2.
Working knowledge of Agile, DevOps, COBIT.
Experience implementing Knowledge-Centered Service (KCS).

Responsibilities

Design, document, and maintain ITSM process definitions, workflows, policies and RACI.
Operate and improve Incident, Problem, and Major Incident Management.
Administer Change Management across standard, normal and emergency changes.
Maintain the service catalog and request fulfillment workflows; knowledge management.
Define, monitor and report on SLAs, OLAs, and targets.
Translate process requirements into ServiceNow configuration and support UAT.