Apply for IT Service Management Analyst Role at First Gen

Philippines Job Openings

First Gen

IT Service Management Analyst

Pasig City

FULL TIME

October 24, 2024

At First Gen we take pride in our work of energizing the Philippines through clean power generation technologies. As we grow to become the best in the industry, we are continuously searching for talent who are driven, empowered, and passionate about making a positive difference in the world.

We provide employees with ample opportunities and resources that enable them to perform at their best, contribute value, and help us achieve our Mission of “forging collaborative pathways for a decarbonized and regenerative future.”

First Gen wants you to be good at your job and be successful at it. To this end, we will invest in your professional and personal growth by providing you with the right tools to effectively carry out your role as well as learning and development opportunities to advance your career.

Key Responsibilities:

1. Vendor Management

Manage Service Level Agreement (SLA) with the application support providers by ensuring complete and consistent delivery of expected services and support to avoid business interruption.

Establish an efficient and effective evaluation and reportorial process that will monitor performance of application support providers viz-a-viz their deliverables and address potential issues that might arise from the SLAs.

Drive continuous improvement in the application services and processes, and plan and implement with the application support providers as necessary

Conduct regular performance assessment of application support provider deliverables and generate reports to be used as reference for contract evaluation and final acceptance of deliverables under the contract.

Share the observation and recommendation for service improvements during the regular feedback sessions with the application support providers

2. Contracts Management

Propose, track and ensure utilization of budget for the support contracts and licenses/subscriptions for applications

Monitor, prepare, and finalize support contracts and licenses/subscriptions for applications/software (new and BAU requirements).

Track, prepare, handle, and finalize application/software support contracts and licenses (for new and BAU requirements).

Comply with the contracting requirements, such as Data Privacy, Privacy Impact Analysis, Information/IT Security, ESH and Legal, for all application support contracts

Invoke contract obligations whenever necessary (i.e., penalty/rebates for service misses, service termination for non-conformance of application support provider to the service agreements)

3. Application Operations

Ensure the application support services are delivered in accordance with the metrics and service levels agreed with the application support providers.

Coordinate urgent and complicated application-related support issues and act as the escalation point for incidents and requests. Liaise with colleagues and other concerned groups when managing critical services supporting the applications.

Identify, lead and execute process improvements to increase efficiency, productivity, and deliver cost savings/support cost reduction to the process owners and end-users. Prepare and document these processes / guidelines to completion.

Influence adaptation and acceptance of process owners and users to the recommended operational processes by conducting training and coaching sessions with them.

Cooperate with the Information and IT Security teams to ensure compliance and maintenance of the correct security posture for applications and to prevent possible damage resulting in reputational and business loss.

Complete the audit deliverables based on the requirements and agreed schedule with the internal/external auditors during application audits.

Require application support provider’s compliance with the support processes of the Company, such as incident management, change management, advisory management, problem management and other service management processes, to ensure efficient delivery of application support services.

Collaborate with application support providers and provide guidance towards improving user experience and increasing service satisfaction.

4. Other Projects

Take on project management for special BAU projects (Small - Medium size projects) which require planning, implementation, and project benefit evaluation activities. Deliver the specially-assigned BAU projects based on the planned budget, scope and timeline.

Provide Subject Matter Expert (SME) consultancy services to other affiliates of the Company whenever necessary (i.e., during the planning and post-implementation phases of the project, consultancy sessions for application support and maintenance requirements of the subsidiary)

Cascade/orient colleagues on the Service Management process in relation to service operationalization (Release to Operations) whenever necessary.

Qualification Requirements:

Bachelor of Science (Information Technology or Science/Engineering course preferred but not required)

Experienced in working on any application systems – specifically support and IT Governance is desired

Preferably with more than 5 years of experience in Service Management

Skills

Strong analytical and communication skills

Can provide process improvement
Strong communication skills (both written and oral)
Can present to various groups (from top management to end users)

We regret to inform you that this job opportunity is no longer available as it has expired

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