Senior Officer (IT Service Management)

Senior Officer (IT Service Management)

Seaoil Philippines
3-6 years
Not Specified

Job Description

Are you looking to be a part of a company that cares about your professional growth, all while empowering you to become the best person to your family, peers, and the community Discover how a career in SEAOIL can nurture your growth, as you make your mark in fuelling a better future for others.

IT Service Management Senior Officer
Responsible for performing IT Service Management (ITSM) metrics collection, analysis, and reporting to facilitate decisions related to service improvements. This includes assisting with the development and maintenance of ITSM processes and associated procedures and tasks. Additionally, this position will be responsible for team communications and provide IT training initiatives and maintain relevant documentations, guides, and other materials.


1. Service Design
Capacity management
Monitors service component capacity and initiates actions to resolve any shortfalls according to agreed procedures.
Applies techniques to modify demand for a particular resource or service.

Availability management
Contributes to the availability management process and its operation and performs defined availability management tasks.
Analyses service and component availability, reliability, maintainability and serviceability.
Ensures that services and components continually meet all of their agreed performance targets and service levels.

Service level management
Performs defined tasks to monitor service delivery against service level agreements and maintains records of relevant information.
Analyses service records against agreed service levels regularly to identify actions required to maintain or improve levels of service, and initiates or reports these actions.

2. Service Transition
Change management
Manages changes to the service infrastructure including service assets, configuration items and associated documentation, whether via request for change, emergency changes, incidents or problems
Provides effective control and treatment of risk to the availability, performance, security and compliance of the business services impacted.
Develops, documents and implements changes based on requests for change. Applies change control procedures.
Documents changes based on requests for change. Applies change control procedures.

Release and deployment
Uses appropriate tools and techniques for specific areas of release and deployment activities.
Administers the recording of activities, logging of results and documents technical activity undertaken.
Performs early life support activities such as providing support advice to initial users as needed by the business

3. Service Operation

Problem management
Resolves problems throughout the information system lifecycle, including classification, prioritization and initiation of action.
Documents root causes and implements remedies to prevent future incidents.
Initiates and monitors actions to investigate and resolve problems in systems and services.
Assists in the implementation of agreed remedies and preventive measures.

4. Creation and dissemination of team announcements, provide training support regarding user training initiatives and perform other tasks that may be assigned from time to time

    • Bachelor's degree in computer science, information technology, or any related technology course.
    • Minimum 3 years experience as IT Service Management Analyst or IT Business Analyst or relevant role. Background in Project Management, Stakeholder Management, Reporting, IT Training. Leadership experience is an advantage.
    • Functional knowledge of IT Service Management (ITSM) frameworks.
    • 2-3 years reporting and administration experience with any ITSM or ticket based applications
    • Strong analytical and problem solving skills
    • Strong report generation and writing capabilities
    • Proficient in Google Workspace Apps (Google Docs, Sheets, Drive, and other Google Apps).
    • Proven ability to use MS PowerBI, MS Excel, Google Sheets to create pivot tables, graphs and charts, using available raw data (.csv)
    • Strong computer hardware, software, and troubleshooting skills
    • Experience in documenting, configuring, testing, training, and implementing new applications, systems or processes.
    • Excellent organizational skills, detail oriented, prioritizing skills, with fluctuating workload and adaptability
    • Strong interpersonal skills - ability to interact with employees in all departments at all levels.

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