Associate ITSM Analyst – Service Request and Catalog Management
Location: Ortigas
Work Setup: Hybrid 3x/onsite/week
About the Role
We are looking for an experienced Associate ITSM Analyst to support IT service requests, service catalog management, and IT service operations. The role will help ensure that IT requests are processed efficiently, service catalog items are accurate and up to date, and ITSM processes continuously improve.
Key Responsibilities
- Manage and support IT service requests and service catalog fulfillment processes.
- Ensure service requests follow established IT guidelines and workflows.
- Maintain accurate documentation for IT service processes and guidelines.
- Conduct quality checks and identify opportunities to improve IT service operations.
- Prepare reports and presentations on service performance, operational concerns, and process improvements.
- Support the creation, maintenance, and retirement of IT service catalog items.
- Participate in requirements gathering, testing, and implementation of new workflows and system enhancements.
- Help promote available IT services through communication materials.
- Coordinate with internal teams and stakeholders on service management activities.
- Provide support for key organizational events and IT initiatives.
- Perform other administrative and coordination tasks as needed.
Qualifications
- Bachelor's degree in Information Technology, Engineering, Business Management, or a related field.
- At least 8 years of experience in IT Service Management (ITSM).
- Strong experience in:
- Service Request Fulfillment
- Service Catalog Management
- IT Asset Management
- Experience using ITSM tools such as:
- ServiceNow
- Salesforce
- Remedy
- Jira
- Strong knowledge of Service Catalog Management, preferably in ServiceNow.
- Excellent communication, presentation, and stakeholder management skills.
- Strong organizational and prioritization skills.
- Ability to identify process improvements and support continuous improvement initiatives.
- Proactive, collaborative, and able to work effectively with cross-functional teams.
Preferred Certification
- ITIL Foundation Certification is highly preferred.
