What you'll do Support analysis and enhancement of automated procedures. Aid in identifying areas for automation in ticket support processes. Assist in creating request templates and improving tool functionality. Support integration management with third-party tools. Help maintain Business Services and CI links. Assist in implementing solutions to improve Service Desk efficiency. Support workflow package implementation. Participate in reducing manual input for routine tasks. Assist in managing SSO integration. Support ITSM toolset integrity across instances. Aid in ServiceDesk Plus configuration and customization. Design, configure and develop forms and business rules. Monitor and analyze system performance and make suggestions for improvements. Creating and updating reports and dashboards based on business requirements. Participate in creation of Knowledge bases in terms of How To documents and User/Admin guides. Familiarity with ITSM processes and best practices. What we offer Competitive compensation and benefits – including allowances, government-mandated benefits, 13th month pay, and performance-based bonuses Health and wellness support – HMO coverage from Day 1 (with dependents), life and accident insurance, mental health support, and medical allowances Leave benefits – generous paid time off, special leave types, and observance of all Philippine holidays Hybrid work setup and tools – company-issued laptop, work-from-home kit, and flexibility after initial onboarding Learning and growth opportunities – access to training, annual salary reviews, internal mobility, and performance rewards
Skills Holder of a relevant degree or certificate from an accredited institution. At least 2 years’ experience as ITSM Administrator / Developer or equivalent role in a Service Desk environment. Experience of working with ITSM toolsets in an ITIL focused environment. Experience of developing and administering ServiceDesk Plus or other similar ITSM toolsets such as: ServiceNow Freshdesk BMC Remedy Zendesk Experience developing UI forms, fields, notifications, workflows, and JavaScript code. Experience in building reports, gauges, and home pages. Experience in managing multiple instances of the tool moving changes from development to pre-production and production within a change-controlled environment. Able to work in imperfect circumstances. Strategic thinker, able to see the bigger picture and understand decisions and potential impact. Able to work in a high-pressure environment and effectively deliver competing priorities. Excellent written and oral communications skills and ability to communicate at all levels, technical and non-technical. Ability to liaise and manage 3rd party suppliers. Able to understand and articulate complex ideas. Able to gather and analyze information. Able to determine service impacts and risks. Has a logical and rational approach to problems Able to work with business users/partners to identify and refine business requirements and workflows. Able to identify and define business solutions for users. Able to translate business requirements into technical requirements. Good to Have's Experience in managing a CMDB / Asset management repository. Previous experience with cloud services integrations Would have worked extensively with Azure AD / O365 stack, OKTA, LDAP Experience in maintaining business services and configuration item relationships in the ServiceNow tool. Experience in maintaining LDAP / SSO integration and user configurations. Experience in managing SLA’s. Experience in managing IT and self-service Knowledgebases. Java Script / Deluge Able to produce technical proposals and project documentation. O365 / Azure AD / Exchange / OKTA / LDAP *** To expedite the process of your application, have your government ID's ready.
OUR COMMITMENT TO YOU AND THE ENVIRONMENT Sustainability is integral to our strategy and operations. Our sustainability depends on us building and maintaining long-term relationships with all our stakeholders – including our employees, clients, and local communities – while also reducing our impact on our natural environment. There is always more we can, and should do, to improve – whether in relation to our people, our clients, our planet, or our governance. Our ongoing success as a business depends on our sustainability and agility in a changing and challenging global landscape. We’re committed to fostering an inclusive, equitable and diverse culture for our people, led by our Diversity, Equity, and Inclusion steering committee. Our learning and development programmes and systems (including PowerU and MyCampus) enable us to invest in growing our employees’ careers, while our hybrid working approach supports our employees in achieving balance and flexibility while remaining connected to their colleagues. We want to empower our 5,800+ employees - from 94 nationalities, across 25 countries - to each achieve their potential. Through IQ-EQ Launchpad we support women mana