Service Management Analyst

BDO Unibank; Metro Manila; On-site; PHP 500,000 - 800,000; Full time

Job summary

BDO Unibank, Inc. in the Philippines seeks a Service Management Analyst to govern CMDB and ITSM processes, excluding Problem and Change Management.

This role emphasizes data analysis, reporting, and service improvement planning, with ServiceNow administration certification as a potential enhancement. The incumbent will maintain IT Service Catalogue, CMDB integrity, deliver process audits and reports, and coordinate with service owners across the organization.

Qualifications

• Bachelor’s Degree in Information Technology.
• At least 2 years of experience in IT, specifically in Service Management Delivery Models.
• Willing to work onsite in Makati/Ortigas.

Responsibilities

• Governance of Process Standards and Process Documents.
• Maintenance of IT Service Catalogue, CMDB and Data Integrity; generate metrics and reports.
• Delivery of Process Compliance Audits, IT Service Reviews and Reports.
• Recommendations and monitoring of Service Improvement Plans.
• Assessment of new requirements and product features for process controls and user experience.
• Development and execution of test scripts during upgrades or enhancements.
• Rollout and cascade of updates to end users for adherence to standards.
• Participates in audit activities; prepares status reports; updates planners and boards.
• Manages issues and risks related to core team deliverables; documents processes.

Job description

BDO Unibank, Inc. is the Philippines’ leading full-service bank, offering a wide range of financial and digital banking services. Guided by our brand promise “We Find Ways,” we are committed to delivering easy, reliable, and customer-focused services. Build your career with a trusted industry leader.

Job Summary

The Service Management Analyst is responsible for the process governance over CMDB and ITSM Products for the Organization, with the exception of Problem Management and Change Management.

He/she is expected to be keen on reports generation and data analysis to effectively evaluate the performance of the respective service owners, and recommend service improvement plans through process enhancement or automation.

He/she is also expected to learn, train, and get certified on ServiceNow System Administration.

Duties and responsibilities:

Process Owner

• Governance of Process Standards and Process Documents

Process Manager

• Maintenance of IT Service Catalogue, CMDB and Data Integrity
• Generation and Evaluation of Metrics
• Delivery of Process Compliance Audits, and IT Service Reviews and Reports
• Recommendation and monitoring of Service Improvement Plans

Ticketing Tool Business Analyst

• Assessment of new requirements and product features to balance with process controls and user experience
• Development and execution of test scripts during projects i.e., system upgrades, module enhancements
• Rollout and cascade of updates to end users for proper adherence to process standards and tool capabilities

Other Responsibilities:

• Participates in BSP-related/mandated audit activities being led by R&C
• Prepares and/or presents status reports or status updates on assigned tasks
• Updates team planners/boards on assigned tasks following the agreed time scales
• Manages issues and risks related to the core deliverables of the team
• Documents team processes (i.e., deliverables matrix, job aids, knowledge articles)
• Recommends and implements enhancements to internal team processes
• Performs other related tasks (i.e., items resulting from audits, projects, reports)

Qualifications:

• Bachelor’s Degree in Information Technology
• At least 2 years of experience in IT, specifically on Service Management Delivery Models.
• Must be willing to work onsite and be assigned in Makati/Ortigas