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Associate IT Service Management Analyst

Taguig City, Philippines
Job ID: 38393


ITSM Analyst - Job Description 

The ITSM Analyst is both an ITIL Practitioner and a Generalist having a broad experience in various aspects of IT. He/she brings in solid experience in process design, implementation, and continual improvement.

What you bring:

  • 4+ years relevant experience in the IT industry
  • 2+ years relevant experience participating in the development/maturing of 2 or more of the following processes:
    • Change Management
    • Problem Management
    • Incident Management
    • Configuration Management
    • Continual Service Improvement
    • Service Level Management
    • Request Management
    • Knowledge Management
  • Experience in using ServiceNow ITSM applications is required
  • Practical knowledge and usage of O365 applications is required
  • Strong analytical, problem-solving, organizational and communication skills (both verbal and written)
  • Demonstrated ability to effectively manage multiple tasks and priorities
  • Demonstrated ability to deliver results, an energetic, self-starter who can work independently with diverse teams
  • Experience with developing reporting capabilities for ITSM process CSFs, KPIs, and operational/performance metrics
  • Experience working in a large Global Corporation, with virtual teams across the globe
  • Good level of understanding of relationships between IT Infrastructure (ex. Networks, Servers, Databases, Storage, Mainframes) and/or common IT Applications used in various Corporate Functions like HR, Finance, Sales, Marketing, Operations, etc.
  • Having an ITIL v3 / v4 Foundation Certification or higher is a plus
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