Senior ITSM Engineer – ServiceNow & ITIL Specialist

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

Benefits offered by this job

HMO coverage

Shuttle service

Free lunch

Learning classes

Discretionary time off

Salary increase (performance-based)

Hybrid setup

CPA Certification assistance

Job summary

Aprio Philippines Incorporated is hiring a Senior Engineer, IT System Operations to design and govern ITSM processes and drive continual service improvement. The role requires hands-on ITIL practice experience and strong ServiceNow expertise within a hybrid work environment in Makati.

Ideal candidates have 3-5+ years in ITSM, ITIL 4 Foundation, and proven incident, problem and change management skills, plus ability to document and report KPIs for IT leadership.

Qualifications

• Bachelor’s degree in information technology, computer science, or a related field, or equivalent professional experience.
• 3-5+ years of IT service management or ITSM process roles.
• ITIL 4 Foundation certification.
• Hands-on knowledge of ITIL practices such as Incident, Problem, Change, Request, Service Level, Knowledge, and Configuration Management.

Responsibilities

• Design and govern ITSM processes; document and maintain ITIL workflows, policies, roles (RACI) and procedures aligned to ITIL 4.
• Serve as SME and escalation point for ITIL process questions and decisions; manage incident, problem and major incident processes.
• Administer Change Management across standard, normal and emergency changes; coordinate releases and CAB facilitation.
• Maintain the service catalog and improve knowledge management; promote Knowledge-Centered Service (KCS).
• Define, monitor, and report on SLAs/OLAs; drive accountability; translate requirements into ServiceNow configurations.
• Lead CSI initiatives; identify automation opportunities and drive process maturity.
• Drive adoption through training, communication and stakeholder engagement; maintain audit-ready documentation.

Skills

ITSM governance

ITIL 4 Foundation

ServiceNow ITSM

Incident Management

Problem Management

Change Management

SLA/KPI reporting

Stakeholder management

Process documentation

Education

Bachelor’s degree in Information Technology or Computer Science

Tools

ServiceNow

BPMN/Visio

Job description

Aprio Philippines Incorporated is hiring a Senior Engineer, IT System Operations to design and govern ITSM processes and drive continual service improvement. The role requires hands-on ITIL practice experience and strong ServiceNow expertise within a hybrid work environment in Makati.

Ideal candidates have 3-5+ years in ITSM, ITIL 4 Foundation, and proven incident, problem and change management skills, plus ability to document and report KPIs for IT leadership.