Job Summary

The ITSM Specialist is responsible for the administration, governance, and continuous improvement of IT Service Management (ITSM) processes. The role ensures effective management of incidents, problems, changes, service requests, and configuration management while maintaining compliance with ITIL best practices and organizational service level agreements (SLAs). The specialist will work closely with internal teams and client stakeholders to deliver high-quality IT service management support.

Roles and Responsibilities

• Manage and oversee Incident, Problem, Change, and Service Request Management processes.
• Serve as the process owner for Incident Management and ensure timely resolution of incidents.
• Govern and facilitate Change Management processes, including change reviews and approvals.
• Coordinate Problem Management activities, including root cause analysis and preventive actions.
• Manage Service Request workflows to ensure efficient request fulfillment.
• Maintain and ensure the accuracy and integrity of the Configuration Management Database (CMDB).
• Monitor, analyze, and report SLA performance and compliance.
• Prepare and maintain audit, compliance, and process documentation.

Qualifications

• Must be a permanent employee of the bidder.
• Bachelor’s degree in Information Technology, Computer Science, Engineering, or any related field is preferred.
• Must hold current and valid certifications in:
  • ITIL® 4 Foundation (or higher)
  • ITSM ticketing tools (e.g., ServiceNow, BMC, or equivalent)

Required Skills

• Strong knowledge of ITIL v4 principles and ITSM best practices.
• Excellent analytical and problem-solving skills.
• Strong documentation and reporting capabilities.
• Effective communication and stakeholder management skills.
• Ability to work independently and collaboratively in a fast-paced environment.
• Experience in process governance and continuous service improvement.

Work Location / Deployment

Note: The successful candidate must be willing to be deployed to client sites within the Makati City and Metro Manila area, as required by project or operational needs.

If this JD is intended for an RFP or govern