Service Management Specialist (ITSM)

TL;DR

Service Management Specialist (ITSM): Managing Incident and Problem Management processes within the Asia Service Management Team with an accent on business analysis and ITIL framework application. Focus on facilitating Major Incident Management bridge calls, root cause analysis, and driving continual service improvement.

Location: Onsite in Taguig City, Manila

Company

hirify.global is a global financial services company providing insurance and wealth management solutions.

What you will do

• Provide business analysis and operational support for ITSM processes, primarily focusing on Incident and Problem Management.
• Plan and deliver business analysis for Continual Service Improvement (CSI) activities.
• Facilitate Major Incident Management bridge calls and Problem Management meetings to ensure quick resolution and root cause identification.
• Manage the full lifecycle of Problem Tickets, preventing recurrence and minimizing business impact.
• Develop and support ITSM reporting services by analyzing requirements and implementing effective solutions.
• Coordinate with local Asia teams and SMEs to align process implementation and execution.

Requirements

• 5-10 years of relevant IT experience.
• ITIL V3 Foundation Services Certification.
• Experience in process improvement and technical documentation.
• Strong analytical, problem-solving, and interpersonal communication skills.
• Proficiency in Advanced Excel and PowerPoint.
• Working knowledge of Service Management tools such as ServiceNow, HP, or BMC.

Nice to have

• Knowledge of hirify.global specific infrastructure and applications.
• Experience with the Navvia tool.

Culture & Benefits

• Collaborative environment with access to field experts and knowledge sharing.
• Supportive leadership focused on helping employees reach their full potential.
• Opportunity to contribute to meaningful outcomes for individuals, families, and communities globally.
• Inclusive culture that encourages unique backgrounds and points of view.