Senior ITSM Engineer — ServiceNow Specialist

Aprio; Hinoba-an; Hybrid; PHP 900,000 - 1,300,000; Full time

Benefits offered by this job

Wellness program

HMO coverage

Rewards and Recognition program

Free shuttle service (on-site)

Free lunch (on-site)

On-demand learning classes

Discretionary time off and holidays

Performance-based salary increase

CPA & Certification Assistance

Job summary

Aprio, a nationally ranked CPA and advisory firm, is hiring a Senior Engineer, IT System Operations to join the Information Technology Team.

You will design, document, and govern ITIL 4 processes, lead incident, problem, and change management on ServiceNow, and drive continual service improvement across the firm.

This role offers hybrid work, a culture focused on growth, wellness benefits, and opportunities to collaborate with a high‑performing team.

Qualifications

• Bachelor’s degree in information technology, Computer Science, or a related field, or equivalent professional experience.
• 3-5+ years of ITSM experience or IT service management roles.
• ITIL 4 Foundation certification.
• Hands-on knowledge of ITIL practices: Incident, Problem, Change, Request, Service Level, Knowledge, Configuration.
• Experience operating ITSM on ServiceNow.

Responsibilities

• Design, document, and maintain ITSM process definitions, workflows, policies, roles, and RACI.
• Operate Incident and Problem Management, major incident coordination, root-cause analysis, known-error management.
• Administer Change Management, CAB facilitation, risk assessment.
• Maintain service catalog, request fulfillment, and knowledge base; promote KCS practices.
• Define, monitor, and report on SLAs/OLAs; drive accountability.
• Translate process requirements into ServiceNow configurations; support UAT.
• Define and track ITSM KPIs; lead CSI initiatives.

Skills

Process discipline

Facilitation

Analytical skills

Stakeholder management

Communication

Education

Bachelor’s degree in IT/CS or related field

Tools

ServiceNow ITSM

CAB facilitation

Job description

Aprio, a nationally ranked CPA and advisory firm, is hiring a Senior Engineer, IT System Operations to join the Information Technology Team.

You will design, document, and govern ITIL 4 processes, lead incident, problem, and change management on ServiceNow, and drive continual service improvement across the firm.

This role offers hybrid work, a culture focused on growth, wellness benefits, and opportunities to collaborate with a high‑performing team.