ITSM Specialist

GECO Asia Pte Ltd; Singapore; On-site; SGD 60,000 - 80,000; Full time

Job summary

A technology services provider in Singapore is seeking an experienced ITSM Specialist to manage IT service operations using ServiceNow. The role involves coordinating customer support and aligning with ITIL processes. Ideal candidates should have 5–7 years of relevant experience, hands-on expertise with ServiceNow ITSM, and a strong orientation towards customer service. Knowledge of EUC operations and good communication skills are essential.

Qualifications

• 5–7 years of relevant experience in IT Service Management or EUC support roles.
• Hands-on experience with ServiceNow ITSM is mandatory.
• Understanding of the ITIL framework, ITIL certification is advantageous.

Responsibilities

• Perform ITSM operational activities using the ServiceNow ITSM platform.
• Support EUC operations including Remote Support coordination.
• Execute ITIL-aligned processes and ensure adherence to service management procedures.

Skills

ServiceNow ITSM

EUC operations

ITIL framework

Strong communication skills

Troubleshooting skills

Tools

ServiceNow

Job description

Job Summary

We are looking for an experienced ITSM Specialist with strong hands‑on exposure to ServiceNow ITSM and End User Computing (EUC) operations. This role focuses on day‑to‑day IT service management activities, customer‑facing support coordination, and ITSM process execution within a structured ITIL environment. The ideal candidate will have solid experience supporting enterprise users, working closely with internal teams and partners, and maintaining service quality and operational efficiency.

Job Roles and Responsibilities

• Perform hands‑on ITSM operational activities using the ServiceNow ITSM platform (Incident, Request, Change, Problem).
• Support EUC operations, including Remote Support and Deskside Support coordination.
• Handle customer‑facing interactions professionally, ensuring timely communication and service updates.
• Execute ITIL‑aligned processes and ensure adherence to defined service management procedures.
• Work with internal IT teams, vendors, and partners to resolve service issues and operational requests.
• Assist in incident investigation, troubleshooting, and root cause analysis activities.
• Monitor service queues, ticket quality, and SLA adherence within ServiceNow.
• Prepare and maintain service‑related reports and dashboards when required.
• Support audits, compliance checks, and documentation related to ITSM processes.

Job Qualifications and Requirements

• 5–7 years of relevant experience in IT Service Management, Service Operations, or EUC support roles.
• Hands‑on experience with ServiceNow ITSM (mandatory).
• Working knowledge of EUC operations, including Remote Support and Deskside Support.
• Good understanding of the ITIL framework; ITIL certification is an advantage.
• Experience working in customer‑facing environments with strong service orientation.
• Exposure to stakeholder and partner coordination in an IT operations context.
• Basic experience in report and dashboard creation within ServiceNow or related tools (desired).
• Strong written and verbal communication skills.
• Good troubleshooting, documentation, and organizational skills.
• Ability to work effectively within a structured, process‑driven IT environment.