ITSM Analyst

Associate ITSM Analyst

Req number:

R8217

Employment type:

Full time

Worksite flexibility:

Hybrid

Who we are

CAI is a global services firm with over 9,000 associates worldwide and a yearly revenue of $1.3 billion+. We have over 40 years of excellence in uniting talent and technology to power the possible for our clients, colleagues, and communities. As a privately held company, we have the freedom and focus to do what is right—whatever it takes. Our tailor-made solutions create lasting results across the public and commercial sectors, and we are trailblazers in bringing neurodiversity to the enterprise.

Job Summary

As an Associate ITSM Analyst, you will be responsible for supporting IT service request fulfillment processes and managing the lifecycle of IT service catalog offerings. You will work closely with business stakeholders and technical teams to ensure that IT services are delivered efficiently, consistently, and in alignment with established service management standards and best practices.

Job Description

We are looking for an Associate ITSM Analyst who will serve as a subject matter expert for IT service request fulfillment, access management, and service catalog administration. The role will support the continuous improvement of IT service management processes while ensuring a high level of service quality and operational efficiency. This position will be full-time and hybrid in Mandaluyong City.

The ideal candidate has extensive experience in IT service management processes, strong analytical and communication skills, and a customer-focused mindset. You should be comfortable collaborating with cross-functional teams, managing multiple priorities, and identifying opportunities to improve operational performance and service delivery.

What You’ll Do

Administer and support IT service request fulfillment activities while ensuring compliance with established processes, policies, and service level agreements

Manage service catalog workflows and support the end-to-end lifecycle of IT service catalog offerings

Evaluate and coordinate access requests and ensure timely fulfillment of end-user service requests

Perform quality reviews of service management processes and identify opportunities for operational improvements

Develop, maintain, and update documentation related to service request management procedures, workflows, and operational guidelines

Monitor operational performance metrics and prepare reports, dashboards, and presentations for management and stakeholders

Participate in the planning, development, testing, and deployment of enhancements within the IT service management platform

Collaborate with technical teams and business stakeholders to gather requirements and implement service improvements

Support initiatives related to service request management, service catalog management, and IT asset management

Create communication materials to promote awareness and adoption of IT services

Provide support during organizational initiatives, events, and special projects as required

What You’ll Need

Required:

Bachelor’s degree in Information Technology, Engineering, Business Management, or a related field

Minimum of 8 years of experience in IT service management, with a strong focus on service request fulfillment and service catalog management

Extensive experience with ServiceNow and other IT service management platforms, including Salesforce, Remedy, and Jira

Strong understanding of IT service management principles and best practices

Experience creating and maintaining service catalogs, workflows, knowledge articles, and process documentation

Strong analytical, organizational, and problem-solving skills

Excellent verbal and written communication skills

Demonstrated ability to collaborate effectively with cross-functional teams and stakeholders

Ability to manage multiple priorities while maintaining a high level of accuracy and attention to detail

Preferred:

ITIL Foundation certification

Experience supporting IT asset management processes

Experience creating reports, dashboards, and management presentations

Experience implementing process improvements and service optimization initiatives

Experience supporting enterprise-scale IT operations

Physical Demands

Ability to safely and successfully perform the essential job functions

Sedentary work that involves sitting or remaining stationary most of the time with occasional need to move around the office to attend meetings

Ability to conduct repetitive tasks on a computer, utilizing a mouse, keyboard, and monitor

Reasonable accommodation statement

If you require a reasonable accommodation in completing this application, interviewing, completing any pre-employment testing, or otherwise participating in the employment selection process, please direct your inquiries to application.accommodations@cai.io or (888) 824 – 8111.