IT Service Management Specialist - Manila, Philippines

Location : Philippines, Pasig- Tiendesitas
Job category : Information Technology (IT)
Language :
Transcom is looking for talented individuals like you to join our awesome
team! Be the next IT Service Management Specialist for our Transcom Pasig
site.

What's in it for YOU!

Driven by our "Malasakit" culture, we make certain that our team members are
well-cared for. Hence we are proving these employee benefits, which you'll be
able to utilize once you join our team!
* Day ‎1 HMO
* Meal & Transportation Allowance
* Rice Subsidy
* Clothing Allowance
* ‎24/‎7 Teleconsult
* Free Psychologist Consultation
* In-house & Online Pharmacy
* Scholarship Program
* Retirement Fund
* Free Meal & Medicine (through Transcom's Tap Card Rewards)
* Loyalty Incentives
* Accidental & Life Insurance
* Free Shuttle Service

Join our Transcom Family as a IT Service Management Specialist!

The IT Service Management Specialist will be responsible for the
implementation of all IT Service Management processes within the IT Production
Service team. The role will manage the Problem, Change, Knowledge, SLA,
Reporting and Continuous Improvement functions. The role will also collaborate
with multiple IT and Business teams, to ensure that Service Catalogs, policies
and procedures related to new or existing services are up to date and of the
highest quality.

KEY ACCOUNTABILITIES

‎1. Responsible for driving and managing Problem Management; Change
Management; Asset/CMDB Management; Knowledge Management, SLA Management,
Reporting and Continuous Improvement.
‎2. Lead the Technical teams in the identification of major incident root
causes and following through on the action items for long term preventive
measures. Accountable for the completion of the Root Cause Analysis Report
that will be shared with business stakeholders.
‎3. Establish KPI metrics, benchmarks and promote a culture of Continual
Service Improvement.
‎4. Assist in automation projects within IT Production services. Monitor for
compliance with department & organizational policies and procedures. Support
Internal and external auditors for IT Audits.
‎6. Design and deliver management and operational reports related to Service
Level Agreements (SLAs), Critical Success Factors (CSFs) and Key Performance
Indicators (KPIs) for ITIL processes at regular intervals.
‎7. Schedules and conducts regular business and service performance reviews
and documents progress of actions.
‎8. Responsible for identifying and executing opportunities for process
improvement including the development and implementation of best practices and
continuous improvement initiatives for business unit

What we are looking for:
To be successful in this role you must …

Experience:
* ‎5+ years of IT experience
* ‎3+ years of experience in IT Service Management or Service Desk functions
* Process Improvement experience
* Vendor Management experience
* Experience of involvement in ‎24 x7 Critical Incident Management
* Understanding of troubleshooting steps required in order to create Root Cause Analysis documents and make recommendations for process improvement

Knowledge :
*
Should have first-hand exposure in the following areas.
* Service catalogue management
* Service level management
* Service continuity management
* Monitoring and event management
* Incident management
* Problem management
* Change management / change control
* Service configuration management
* ServiceNow administration
What Life at Transcom is like!
At Transcom, we 're relentlessly committed to our clients and each other.
Every day, someone starts their journey with Transcom. Taking the potential
they have today, and turning it into skills for the future. Getting recognized
for working hard, being a team player, and supporting others. Championing
positive, lasting change in their teams and communities. That's just how we
are at Transcom. Here we care, and root for each other. You're included, just
as you are, from day one. And with the right mindset, there's no end to how
far we can go together.

We are highly driven by our "Malasakit" culture. Transcom, in its very core,
is all about an inclusive team that is focused on people. It all comes down to
setting the bar for dignity, equality, and respect. It means that each one
takes part in proactively shaping, cultivating, and building the company we
want to work and live in. This is why genuine concern is so vital to us.