ITSM Consultant

Planit

. Oversee delivery of IT services in a managed service environment or large government agency .

Posted 9/29/2026full-timeRemote • PhilippinesMid-LevelSeniorWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates extensive experience in IT Service Management, particularly in Incident, Problem, and Knowledge Management within a managed service environment. Proficient in analyzing ITSM metrics and trends to drive continuous improvement and enhance service delivery.

Highest-signal resume keywords

IT Service ManagementIncident ManagementProblem ManagementKnowledge ManagementITIL Qualification

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Incident Lifecycle ManagementRoot Cause Analysis5 Whys AnalysisIshikawa AnalysisKepner-Tregoe MethodITSM Metrics DevelopmentService Level Agreements (SLAs)Operational ReportingChange ImplementationKnowledge Capture

Soft Skills

Stakeholder ManagementAnalytical SkillsProblem-SolvingCommunication SkillsOrganizational Skills

Tools & Technologies

ServiceNowEnterprise ITSM PlatformsCloud TechnologiesInfrastructure TechnologiesEnd-User Computing Technologies

Certifications & Qualifications

ITIL QualificationBaseline Security Clearance

Industry Keywords

Managed Service EnvironmentGovernment AgencyOperational RiskService QualityContinuous Improvement

Tech Stack

Tools & technologies

CloudITSMServiceNow

About the role

Key responsibilities & impact

Oversee delivery of IT services in a managed service environment or large government agency
Manage Incident, Problem and Knowledge activities through to measurable service outcomes
Build effective relationships across Service Desk, technical teams, suppliers and customer stakeholders
Challenge poor operational practices and negotiate ownership and actions
Manage Incident lifecycles, priority and impact assessment, escalations, aged incidents, reassignment, Major Incident follow-up and SLA performance
Analyse incident trends, recurring issues and service degradation to identify risks and improvement opportunities
Coordinate Root Cause Analysis and drive technical teams to provide timely, evidence-based outcomes
Manage Problems through investigation, Known Error and workaround identification, remediation, change implementation and closure
Prepare RCA and Problem Reports for operational and senior stakeholders
Manage knowledge capture, article creation and review, quality control, lifecycle management and knowledge-gap identification
Identify shift-left, self-service and knowledge-reuse opportunities
Develop and analyse ITSM metrics, trends and operational reporting
Facilitate Incident reviews, Problem investigations and RCA workshops
Maintain governance, hand-offs, traceability and supporting evidence across Incident, Problem, Knowledge and Change Enablement
Maintain accurate and auditable ITSM records, recognise operational risk and escalate appropriately
Improve process effectiveness, service quality, customer experience and operational control

Requirements

What you’ll need

At least 5-6 years’ experience overseeing delivery of IT services in a managed service environment or large government agency
Recent experience in a similar IT Service Management role, preferably within a managed services or outsourcing environment
Practical responsibility for Incident, Problem and Knowledge Management
Strong ability to work independently, manage competing priorities, meet deadlines and take ownership without continual direction
Strong stakeholder management, facilitation and influencing skills
Strong understanding of Incident Management, including lifecycle ownership, priority and impact assessment, escalation, aged incidents, reassignment, Major Incident follow-up and SLA performance
Ability to analyse incident trends, recurring issues and service degradation
Strong understanding of proactive and reactive Problem Management
Experience coordinating Root Cause Analysis and driving technical teams to provide evidence-based outcomes
Practical experience with 5 Whys, Ishikawa / Cause and Effect Analysis, Kepner-Tregoe and other structured causal analysis methods
Experience managing Problems through investigation, Known Error and workaround identification, remediation, change implementation and closure
Strong understanding of Knowledge Management, including knowledge capture, article creation and review, quality control and lifecycle management
Ability to identify opportunities for shift-left, self-service and knowledge reuse
Experience developing and analysing ITSM metrics, trends and operational reporting, including SLTs, SLAs, OLAs, CSFs and KPIs
Strong analytical, problem-solving and communication skills
Strong understanding of the relationship between Incident, Problem, Knowledge and Change Enablement
Experience maintaining accurate and auditable ITSM records
High-level working knowledge of infrastructure, cloud, applications and end-user computing technologies
Experience using enterprise ITSM platforms such as ServiceNow or equivalent
Formal ITIL qualification
Relevant industry experience
Baseline Security Clearance required
Highly organised, disciplined and able to manage multiple priorities without continual supervision
Demonstrated accountability for assigned deliverables and agreed service-management outcomes
Ability to establish clear actions, owners and due dates and follow through to completion
Confidence engaging staff at different levels and negotiating practical outcomes
Strong understanding of managed-service governance and contractual, SLA and customer obligations
Ability to identify when issues require escalation
Strong attention to detail and commitment to accurate, complete and auditable ITSM records
Continuous improvement mindset
Ability to operate as a trusted service-management practitioner

Benefits

Comp & perks

Work on meaningful projects and tackle complex challenges
Work with cutting-edge tools and AI-enabled platforms
High-performing, client-obsessed team that values growth and innovation
Inclusive, collaborative, and high-performing workplace
Diverse experiences and perspectives valued
Opportunity to deliver tangible business impact through operational excellence