Associate ITSM Analyst (Service Request and Catalog Management)
Employment Type: Contract
Contract Duration: 1 Year (Extendable)
Work setup: Hybrid (3x a week Onsite)
Location: Mandaluyong
Work Schedule: 8:00 AM – 5:00 PM (Manila Time)
Key Responsibilities
Service Request Management
- Manage end-user IT service requests and service catalog fulfillment.
- Ensure compliance with End-User ICT guidelines.
- Conduct quality audits and identify process improvements.
- Maintain documentation for IT service processes.
- Prepare operational reports and dashboards.
- Support IT Asset Management initiatives.
- Assist in administrative tasks, stakeholder presentations, and major IT events.
Service Catalog Management
- Maintain the IT service catalog throughout its lifecycle.
- Gather requirements and test new ServiceNow workflows before deployment.
- Create communication materials promoting available IT services.
Qualifications
Education
- Bachelor's degree in IT, Engineering, Business Management, or a related field.
Experience
- Minimum 8 years of experience in IT Service Management.
- Strong background in:
- Service Request Fulfillment
- Service Catalog Management
- IT Asset Management
Technical Skills
- ServiceNow (strong emphasis)
- Salesforce
- BMC Remedy
- Jira
- Experience managing Service Catalogs in ServiceNow.
Soft Skills
- Excellent communication and presentation skills.
- Strong stakeholder management.
- Process improvement mindset.
- Organizational and prioritization skills.
- Strategic thinking.
- Collaborative team player.
Preferred Certification
- ITIL Foundation Certification.
Ideal Candidate Profile
The role is best suited for someone who:
- Has extensive ITSM experience (8+ years).
- Is highly proficient in ServiceNow Service Catalog and Service Request Management.
- Can analyze service performance and recommend improvements.
- Is comfortable working with cross-functional stakeholders and producing management reports.
- Has experience with ITIL-based service management processes.
