Technology Specialist - ITSM

First Datacorp; Makati; On-site; PHP 400,000 - 800,000; Full time

Job summary

First Datacorp is seeking an ITSM-focused professional to install, configure, and support ITSM platforms such as BMC Helix, ServiceNow, and ManageEngine. You will deliver product demonstrations and training to drive customer adoption, while performing business analysis tasks like requirements gathering and process documentation.

The role emphasizes ITIL-aligned practices, including Incident, Problem, Change and Service Request management, with ongoing troubleshooting, maintenance, and upgrades

Qualifications

• Minimum 3 years in ITSM processes with ticketing systems (e.g., BMC Helix, ServiceNow, ManageEngine).
• Experience conducting ITSM product demonstrations and solution walkthroughs for clients and stakeholders.

Responsibilities

• Install, configure, and support ITSM platforms including deployment and administration.
• Provide ITSM application support, troubleshooting, maintenance, upgrades, and ITIL process coverage (Incident, Problem, Change, Service Request).
• Deliver product demonstrations, technical presentations, end-user training, and post-implementation support to drive adoption.
• Perform Business Analyst functions: requirements gathering, process analysis, documentation, UAT, implementation and issue resolution for ITSM.

Skills

ITSM demos

Analytical & problem solving

Education

Bachelor’s degree in IT/CS/Information Science

Tools

BMC Helix

ServiceNow

ManageEngine

Job description

• Graduate of bachelor’s degree in IT, Computer Science, Information Science, or other related courses
• Minimum of 3 year of experience in IT Service Management processes and experience using ticketing systems such as BMC Helix, ServiceNow, ManageEngine, or equivalent platforms

The Skills WE REQUIRE

• Experience in conducting ITSM product demonstrations, technical presentations, and solution walkthroughs for clients, prospects, and business stakeholders.
• Excellent analytical and problem-solving skills, with the ability to reverse-engineer complex systems, assess technical environments, identify challenges, and recommend appropriate solutions.

The Role TO PERFORM

• Install, configure, implement, and support ITSM platforms such as BMC Helix, ServiceNow, and ManageEngine, including enterprise system deployment and administration.
• Provide ITSM application support, troubleshooting, maintenance, upgrades, and system administration, covering ITIL processes such as Incident, Problem, Change, and Service Request Management.
• Deliver product demonstrations, technical presentations, end-user training, and post-implementation support to drive customer adoption and satisfaction.
• Perform Business Analyst functions, including requirements gathering, business process analysis, functional documentation, UAT, implementation, and issue resolution for ITSM