ITSM Analyst (Service and Catalog Management)

Are you passionate about IT Service Management (ITSM), ServiceNow, process improvement, and delivering exceptional end-user experiences ? We're looking for an experienced Associate ITSM Analyst to support and enhance IT Service Request Fulfillment and Service Catalog Management processes within a dynamic enterprise environment. This role is ideal for professionals who enjoy working at the intersection of IT operations, governance, service delivery, stakeholder management, and continuous improvement . What You'll Do Manage and support IT service request fulfillment and service catalog operations Ensure service requests and workflows adhere to established IT service management standards Maintain and improve service catalog offerings and lifecycle management processes Analyze operational performance, identify bottlenecks, and recommend process improvements Participate in requirements gathering, testing, and rollout of ServiceNow enhancements and new workflows Develop reports, dashboards, and insights for stakeholders and leadership teams Support IT Asset Management, Service Request Management, and Service Catalog initiatives Create and maintain process documentation, procedures, and communication materials What We're Looking For Bachelor's Degree in IT, Engineering, Business Management, or a related field Minimum 8 years of experience in IT Service Management Strong experience in: Service Request Fulfillment Service Catalog Management IT Asset Management IT Operations & Service Delivery Hands-on experience with: ServiceNow Jira Salesforce Remedy Strong stakeholder management and communication skills Experience driving process improvements and operational excellence Preferred Certification ITIL Foundation Certification Why Join Us? 🔹 Work with enterprise-scale ITSM operations 🔹 Drive improvements that directly impact employee experience and service delivery 🔹 Exposure to ServiceNow enhancements, service governance, and process optimization 🔹 Collaborate with cross-functional teams and senior stakeholders 🔹 Hybrid work arrangement with a supportive and collaborative environment 📍 Metro Manila 🏢 Hybrid Setup (3 Days Onsite per Week) 🕗 Day Shift | 8:00 AM – 5:00 PM