ITSM Lead will be the Subject Matter Expert (SME) on implementing ITSM best practices and responsible for the team providing IT Service Desk Support to Employees and Vendors. A successful candidate should have the experience in drafting/implementing ITSM functions.
1) Adoption, facilitatation, and continuous improvement of ITSM practices including Change Advisory Board and IT demand request process.
2) Promote an environment of continuous service delivery optimization and improvement
3) Support the creation of an environment that promotes pain-free customer self-service and automation of routine service requests
4) Identify resourcing needs and effective retention of the IT ServiceDesk team.
5) Develop self-auditing and compliance activities on implemented ITSM procedures
6) Provide leadership on IT Service Management functions, including but not limited to:
Incident resolution discussions, escalation management
- Incident reports and RCA Metric and Reports
Monitoring performance of service delivery (Request Fulfillment) against SLAs Service performance reports
SLA Management
7) Other ITSM-related tasks assigned by the ICSM.
- Must be ITIL certified (v3 or v4)
- Other certifications are preferred but not required such as Agile and Scrum.
- Graduate of 4-year Course related to Information Technology.
- 5 Years of relevant working experience on an ITIL environment
- Agile and release management knowledge is a plus.
- Knowledge of Scrum is a plus
- Project Management experience.
- ManageEngine ServiceDesk Management Experience is a plus.
- Strong analytical capability, highly organized, and has excellent relationship management skills
- Ability to prioritize effectively
- Ability to communicate with people of different levels including Executives
- Excellent attention to detail and has good in statistics and creating reports
- High level of flexibility and responsiveness is required and work beyond standard hours occurs weekly.
- Ability to work in a fast-paced environment with minimal supervision.
Job Type: Contract
Contract length: 12 months
Pay: Php80,
- 00 - Php110,000.00 per month
Benefits: - Health insurance
Schedule:
Expected Start Date: 07/01/2024
