ITSM Analyst

Location: Hybrid, Mandaluyong City, Metro Manila, Philippines

Company

hirify.global is a privately held global services firm with more than 9,000 associates, serving public and commercial sector clients through talent and technology solutions.

What you will do

• Administer IT service request fulfillment, access requests, service catalog workflows, and end-user service requests in line with policies, processes, and service level agreements.
• Manage the end-to-end lifecycle of IT service catalog offerings and maintain related workflows, knowledge articles, procedures, and operational documentation.
• Review service management quality, monitor operational performance metrics, and prepare reports, dashboards, and management presentations.
• Plan, develop, test, and deploy enhancements to the IT service management platform.
• Gather requirements and implement service improvements with technical teams and business stakeholders.
• Support service request management, service catalog management, IT asset management, communications, organizational initiatives, events, and special projects.

Requirements

• Bachelor’s degree in Information Technology, Engineering, Business Management, or a related field.
• At least 8 years of experience in IT service management, including strong experience in service request fulfillment and service catalog management.
• Extensive experience with ServiceNow and other IT service management platforms, including Salesforce, Remedy, and Jira.
• Strong understanding of IT service management principles and best practices.
• Experience creating and maintaining service catalogs, workflows, knowledge articles, and process documentation.
• Strong analytical, organizational, and problem-solving skills, with excellent verbal and written communication.
• Ability to collaborate effectively with cross-functional teams and stakeholders.
• Ability to manage multiple priorities while maintaining accuracy and attention to detail.
• Ability to perform sedentary computer-based work and occasionally move around the office for meetings.

Nice to have

• ITIL Foundation certification.
• Experience supporting IT asset management processes.
• Experience creating reports, dashboards, and management presentations.
• Experience implementing process improvements and service optimization initiatives.
• Experience supporting enterprise-scale IT operations.

Culture & Benefits

• Full-time hybrid work in Mandaluyong City, Philippines.
• Work in a global services organization supporting public and commercial sector clients.
• Participate in cross-functional initiatives, organizational events, and special projects.
• Reasonable accommodation is available during application, interviewing, testing, and the employment selection process.