PRIMARY RESPONSIBILITIES:
- ITSM Platform administration: Administration, support, and optimization of the ITSM tools: ticketing system, configuration management databases (CMDB).
- Processes management: Implementation and optimization of Support processes, such as Incident, Requests and Changes, in coordination with the relevant teams and services, in compliance with the internal policies and security rules.
- Manage IT services within the organization
- Responsible for providing customers with information, restoring service, providing specific services, and escalating tickets to a higher level of support.
- Develops, edits and maintains IT performance measures and reports
- Researches, develops, and recommends measures to assess business problems and practices
- Communicates with stakeholders to ensure participation in the development of internal measures and performance reports
- Improving core Service Management policies, processes and procedures including but not limited to: Incident Management, Request Management, Problem Management, Change Management, Release Management, Knowledge Management, Configuration Management and Service Continuity.
- Planning and implementing IT Service Management processes, software and tools to optimize IT service delivery and reduce costs. Conducting IT service quality assurance, monitoring and analyzing performance issues.
- Responsible for providing valuable insight into how a service is performing
- Maintain records and track key metrics to identify areas for improvement and prevent or minimize problems before they impact customers
- Make recommendations to management through presentations or written reports.
- Responsible in maintaining configuration items
QUALIFICATIONS:
- Knowledgeable in using and managing ticketing tool
- Knowledgeable in using CMDB tool
- Critical to have a previous experience in using and configuring ticket management solution - Knowledgeable of current ITIL practices
- Expert in data visualization, data cleaning, data preparation and data analysis
- Proficient in reports generation and interpretation
- Competent in dashboard creation.
- With good problem solving and analysis skills
- With Strong oral and written communication skills
- Ongoing ability and desire to learn new technologies
- Has the ability to work independently as part of an Agile team
- Proficient in statistics and dataset analytics (using power BI, SAS, Excel) - With good Service Strategy
Preferred Education & Experience:
Bachelor’s Degree in IT, Computer Science, Engineering, or or related field
Minimum of 3 to 5 years’ experience in data analysis, reports creation, problem analysis Agile Methodologies Certification (e.g. CSM)
ITIL Certified
Knowledge in documentation
Advanced skill in MS Office
Knowledge on creating reports in Power BI
Preferred but not Required:
Expert in Power BI reports Six Sigma Certified
Basic SQL knowledge PMP Certified
Job Type: Full-time
Pay: Php50,000.00 - Php75,000.00 per month
Benefits:

• Health insurance
• Opportunities for promotion
• Promotion to permanent employee

Schedule:

• 8 hour shift

Supplemental Pay:

• 13th month salary
• Overtime pay

Experience:

• CMDB: 3 years (Preferred)
• Data analysis skills: 3 years (Preferred)
• Microsoft Power BI: 3 years (Preferred)