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Tech Stack
Tools & technologiesITSMServiceNow
About the role
Key responsibilities & impact- Administer and support end-user IT service requests and service catalog fulfillment processes
- Ensure task fulfillment and catalog workflows adhere to End-User ICT guidelines
- Conduct quality audits of IT service operations
- Analyze performance trends and identify inefficiencies and process improvement opportunities
- Implement corrective actions
- Maintain complete and updated documentation of end-user IT service processes and guidelines
- Contribute to Service Request, Catalog, and IT Asset Management process enhancements
- Develop and present regular reports on service operations and provide management insights
- Report on performance, operational bottlenecks, pain points, and recommended corrective actions
- Create reports and presentations for management and stakeholder meetings
- Perform administrative and coordination tasks within workforce services and service request fulfillment operations
- Support preparation for client Annual Meetings and ITD Digital Week
- Manage the service catalog end to end, keeping entries accurate, current, and accessible
- Participate in requirements gathering, development, and testing for new workflows and ITSM platform enhancements before production rollout
- Produce and disseminate communications promoting available IT services
Requirements
What you’ll need- Bachelor’s degree in IT, Engineering, Business Management, or a related field
- Minimum of 8 years of experience in IT Service Management
- Strong focus on Service Request Fulfillment, Service Catalog Management, and IT Asset Management
- Proficient in ITSM platforms including ServiceNow, Salesforce, Remedy, and Jira
- Expertise in managing Service Catalogs, particularly within ServiceNow
- Strong communication and presentation abilities
- Excellent stakeholder management skills
- Proven track record of driving process innovation and continuous improvement
- Highly organized with strong prioritization skills
- Strategic thinking ability to anticipate and plan for future end-user IT needs
- Team-oriented, proactive, and collaborative approach to problem-solving
- Extensive experience with ServiceNow, Salesforce, Remedy, and Jira
- ITIL Foundation Certification is highly preferred
Benefits
Comp & perks- Contract opportunity with projects available
- Personal development and travel opportunities outside the Philippines
- Baby Basket for newborns
- Fruit Basket during hospitalization
- Free snacks and coffee in the office
- Free technical and non-technical training with certifications
- Challenging projects in MedTech, Industry, Finance, and Transportation
- Employee welfare guidance and support
- Promotions and recognition
- Hybrid work setup combining remote and in-person work
- Flexible work schedule and improved work-life balance
- Leisure, summer, family, social, and year-end events