Service Management Analyst — ITSM, CMDB & Process Improvement

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. 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.