About BDO
BDO Unibank, Inc. is the Philippines leading full-service bank, offering a wide range of financial and digital banking services. Guided by our brand promise We Find Ways, we are committed to delivering easy, reliable, and customer-focused services. Build your career with a trusted industry leader.
Job Summary
The Service Management Analyst is responsible for the:
- Process governance over Configuration Management Database and ITSM Products for the Organization, with the exception of Problem Management and Change Management.
- Reports generation and data analysis to effectively evaluate the performance of the respective service owners and recommend service improvement plans through process enhancement or automation.
- He/she is also expected to learn, train, and get certified on ServiceNow System Administration.
Key responsibilities:
- Governance of Process Standards and Process Documents
- Maintenance of IT Service Catalogue, CMDB and Data Integrity
- Generation and evaluation of Metrics
- Delivery of Process Compliance Audits and IT Service Reviews & Reports
- Recommendation and monitoring of Service Improvement Plans
- Assessment of new requirements and product features to balance with process controls and user experience
- Development and execution of test scripts during projects
- Rollout and cascade updates to end users for proper adherence to process standards and tool capabilities.
Qualifications:
- Bachelor's degree in Information Technology.
- At least 1 year of experience in Information Technology, specifically on Service Management Delivery Models.
- Experience in Agile/Hybrid Delivery Methodology
- Experience in ServiceNow Administration and IT Service Management
- Must be willing to work onsite and be assigned in Makati/Ortigas.
