ITSM Analyst

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Worksite flexibility:

CAI is a global services firm with over 9000 associates worldwide and a yearly revenue of $1.3 billion. We have over 40 years of excellence in uniting talent and technology to power the possible for our clients colleagues and communities. As a privately held company we have the freedom and focus to do what is rightwhatever it takes. Our tailor-made solutions create lasting results across the public and commercial sectors and we are trailblazers in bringing neurodiversity to the enterprise.

Job Summary

Job Description

We are looking for an ITSM Analyst who will serve as a subject matter expert for IT service request fulfillment access management and service catalog administration. The role will support the continuous improvement of IT service management processes while ensuring a high level of service quality and operational efficiency. This position will be full-time and hybrid in Mandaluyong City.

The ideal candidate has extensive experience in IT service management processes strong analytical and communication skills and a customer-focused mindset. You should be comfortable collaborating with cross-functional teams managing multiple priorities and identifying opportunities to improve operational performance and service delivery.

What Youll Do

• Administer and support IT service request fulfillment activities while ensuring compliance with established processes policies and service level agreements
• Manage service catalog workflows and support the end-to-end lifecycle of IT service catalog offerings
• Evaluate and coordinate access requests and ensure timely fulfillment of end-user service requests
• Perform quality reviews of service management processes and identify opportunities for operational improvements
• Develop maintain and update documentation related to service request management procedures workflows and operational guidelines
• Monitor operational performance metrics and prepare reports dashboards and presentations for management and stakeholders
• Participate in the planning development testing and deployment of enhancements within the IT service management platform
• Collaborate with technical teams and business stakeholders to gather requirements and implement service improvements
• Support initiatives related to service request management service catalog management and IT asset management
• Create communication materials to promote awareness and adoption of IT services
• Provide support during organizational initiatives events and special projects as required

What Youll Need

Required:

• Bachelors degree in Information Technology Engineering Business Management or a related field
• Minimum of 8 years of experience in IT service management with a strong focus on 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
• Excellent verbal and written communication skills
• Demonstrated ability to collaborate effectively with cross-functional teams and stakeholders
• Ability to manage multiple priorities while maintaining a high level of accuracy and attention to detail

Preferred:

• 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

Physical Demands

• Ability to safely and successfully perform the essential job functions
• Sedentary work that involves sitting or remaining stationary most of the time with occasional need to move around the office to attend meetings
• Ability to conduct repetitive tasks on a computer utilizing a mouse keyboard and monitor

Reasonable accommodation statement

If you require a reasonable accommodation in completing this application interviewing completing any pre-employment testing or otherwise participating in the employment selection process please direct your inquiries to or (888).