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IT Service Management (ITSM) Analyst

Taguig City, Philippines
Job ID: 46443


Ingram Micro touches 80% of the technology you use every day with our focus on Technology Solutions, Cloud, and Commerce and Lifecycle Solutions. With $46 billion in revenue, we have become the world’s largest technology distributor with operations in 56 countries and more than 30,000 associates. We continue to strategically expand our global reach with 32 acquisitions since 2012. 

Job Description:

The IT Service Management (ITSM) Analyst is responsible for implementing and maintaining ITSM processes, procedures and tools; ensuring that technical and business teams are working as effectively as possible. 


  • Provide ITIL-based Information Technology Service Management (ITSM) knowledge and expertise to customers and stakeholders
  • Provide specific ITSM process (such as Incident Management, Change Management, Problem Management, Asset Management, Configuration Management and Knowledge Management) support to the preparation and evaluation of technical documents, papers, studies, analysis, and briefings
  • Communicate and partner with customer service owners and managers on service management process improvement(s)
  • Participate in appropriate customer focused service management forums and meetings
  • Optimize and develop processes in the ITSM tool (Service-Now)
  • Reporting and communications
  • A Bachelor’s degree (or equivalent work experience) in business, or related science and math discipline with an IT emphasis
  • A minimum of 3 years of experience in IT Service Management
  • Experience with ITSM tools (i.e. Service-Now, Remedy)
  • Skilled in CMDB
  • Demonstrated knowledge and experience working with information technology service managers and service owners
  • Demonstrated experience communicating complex ideas with stakeholders and building collaborative relationships with team members, customers, and other stakeholders
  • Demonstrated ability to prioritize projects and efforts with minimum guidance
  • Strong understanding and working knowledge of ITIL standards (ITIL V4 Certification is a Plus)
  • Excellent Microsoft Office Productivity suite skills
  • Strong analytical experience is required with a background in IT services, service metrics, Service Level Agreements (SLA), analysis and reporting
  • Strong oral and written communication skills
  • Experience in using reporting tool is a plus (Explore Analytics, Power-BI etc…)
  • Must be able to work flexible work hours
*This is not a complete listing of the job duties. It’s a representation of the things you will be doing as a part of ITSM team. 
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