Company Description Whitehall Consulting is a Philippines-based consulting firm inspired by Whitehall in London, historically known as the center of Her Majesty's Government. The company is committed to shaping organizations in the Philippines by driving excellence and sustainable performance improvements. Its core services span Accelerating Change, Lean Six Sigma, Program and Project Management, and Change Management. Whitehall Consulting also focuses on Organization and Leadership Development, Creativity and Innovation, and Data Analytics to support clients across diverse industries.
About the Role
We are seeking an Associate ITSM Analyst for Service Request and Catalog Management to serve as a Subject Matter Expert (SME) for IT service and access request processing.
In this role, you will evaluate requests, coordinate fulfillment, and assist in managing the end-to-end lifecycle of IT service catalog items—ensuring they are effectively designed, deployed, maintained, and retired. You will work closely with cross-functional teams to drive continuous process improvement, analyze service operations trends, and optimize user experience across enterprise ITSM tools.
Key Responsibilities
Service Request Management
- Request Fulfillment: Administer and support end-user IT service requests and catalog fulfillment processes in accordance with organizational guidelines.
- Quality Audits & Analytics: Conduct quality audits of IT service operations, analyze performance trends, identify operational bottlenecks, and implement process improvements.
- Reporting & Governance: Develop regular service operations reports covering request fulfillment metrics, pain points, and recommended corrective actions.
- Documentation: Maintain updated, end-to-end documentation for end-user IT services processes and operational guidelines.
- Event & Operational Support: Provide administrative and coordination support within workforce services, including key organizational events and digital initiatives.
Service Catalog Management
- Catalog Lifecycle: Assist in managing the service catalog to ensure all entries are accurate, up-to-date, and accessible to end-users.
- Platform Enhancement: Participate in requirements gathering, workflow development, and testing for ITSM platform enhancements (e.g., ServiceNow) prior to production rollout.
- Awareness & Adoption: Produce and disseminate communication materials to promote visibility and awareness of available IT services.
Requirements & Qualifications
- Education: Bachelor's degree in Information Technology, Engineering, Business Management, or a related field.
- Work Experience: Minimum of 8 years of experience in IT Service Management, with a strong emphasis on Service Request Fulfillment, Service Catalog Management, and IT Asset Management.
Technical & Tool Expertise
- Demonstrated expertise in managing Service Catalogs, specifically within ServiceNow.
- Proficiency with enterprise ITSM platforms such as ServiceNow, Salesforce, Remedy, or Jira.
- Certifications: ITIL Foundation Certification is highly preferred.
Soft Skills & Core Competencies
- Strong verbal and written communication skills with experience presenting operational insights to management.
- Proven stakeholder management and cross-functional collaboration skills.
- Demonstrated track record of driving process innovation and continuous operational improvement.
- Highly organized with strong prioritization skills under pressure.
