IT Service Request Management Analyst at Jobisite / employment-usa.net

This job ad has been posted over 40 days ago...

applicants

IT Service Request Management Analyst

at Jobisite in Manila

Primary Responsibilities

Service Request Management

Coordinate and help manage the end-user IT equipment replacement process for all staff and personnel. This involves preparing reports for device procurement, coordinating with relevant support teams including the IT Service Desk and internal IT teams for the replacement schedule, device preparation, and configuration.
Serve as one of the focal persons for IT service and access request processing, including the evaluation of requests and coordination for the fulfillment of such requests.
Assist in addressing inquiries and incidents related to asset records, computer replacement, and other IT concerns in HQ and the field offices.
Assist the team in requirements gathering for end-user IT equipment, software, and other productivity suites.
Provide support in updating and maintaining the IT Service Desk platform.
On an ad hoc basis, collaborate with the team for the planning and implementation of special projects.
Perform other tasks as may be required by the team
Service Management Administration & Continual Service Improvement (CSI)

Facilitate the preparation of the annual budget and procurement projections for IT end-user assets for the team including the monthly estimates on disbursements.
Reviews and ensures accuracy of IT asset records.
Participate in the development and testing activities for new workflows and system enhancements of the IT Service Management platform (i.e., Service Now) prior to production rollout and other improvement initiatives.
As needed, provide inputs to CSI requirements or documentations such as business cases, statements of work, and presentations relevant to IT User Services projects or initiatives.
Participate and provide support to prepare for key events such as, but not limited to, Annual Meeting and IT Digital Week.
COMPETENCIES:

Applicants should have the following qualifications:

At least 6 years of solid experience in user support services, service request management, IT asset, and end-user equipment management.
Knowledgeable in Information and Communications Technology and IT Service Management as applied in an enterprise environment.
Practical experience on the use of the Service Now platform is preferred.
Adept in standard software applications including Office 365 and SharePoint.
Proven ability to organize and prioritize important activities and responsibilities to ensure high-quality work under pressure and deadline-driven circumstances.
Proven ability to plan for future end-user IT needs including IT budgeting & procurement.
Team player, capable of collaborating and working effectively with respective teams.
Strong written, verbal communication, and client orientation skills.
Excellent interpersonal skills with a customer-oriented attitude and experience in handling exceptional customers.
ENGAGEMENT:

The IT Analyst (Service Request Management) is expected to perform all the activities outlined in the Roles and Responsibilities section for a period of twelve (12) months. Periodic reviews will be conducted throughout the engagement. This engagement is subject to renewal.

Reference : IT Service Request Management Analyst jobs

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