Metacom Solutions is Hiring: Service Management Analyst

Work Setup & Location:

• WFH Setup: (But need to report onsite 1x/month)
• Locations: Iloilo and Quezon City (Diliman)

Role Overview:

We are looking for a skilled Service Management Analyst to ensure efficient IT service delivery, continuous improvement, and alignment with organizational goals. This role involves monitoring service performance, managing incidents, and collaborating with teams to enhance service quality and user satisfaction.

Key Responsibilities:

• Service Performance Monitoring: Track and analyze service metrics to ensure compliance with SLAs and KPIs.
• Incident and Problem Management: Oversee the Major Incident Management (MIM) process, identify root causes, and implement preventive measures.
• Change Management: Support the evaluation and coordination of IT service changes to minimize disruptions.
• Service Improvement: Identify trends and opportunities to enhance IT services and optimize efficiency.
• Stakeholder Communication: Act as a liaison between IT teams and business stakeholders, ensuring clear updates on service performance.
• Reporting: Prepare and distribute detailed service performance reports with actionable insights.
• Compliance and Best Practices: Ensure adherence to IT service management frameworks (e.g., ITIL) and company policies.
• Tool and Process Management: Recommend optimizations for ITSM tools and workflows to improve operations.

Qualifications:

• Education: Bachelor’s degree in Information Technology, Business Administration, or a related field.
• Experience:
• Proven experience in IT service management or a related role.
• Familiarity with the ITIL framework and processes (certification is a plus).
• Hands-on experience with ITSM tools (e.g., ServiceNow, Jira Service Management).
• Skills:
• Strong analytical and problem-solving abilities.
• Excellent communication and interpersonal skills.
• Ability to manage priorities effectively in a fast-paced environment.
• Proficiency in data analysis and reporting tools.

Key Competencies:

• Customer-focused with a commitment to delivering high-quality service.
• Strong organizational skills and attention to detail.
• Ability to adapt to evolving technologies and business needs.
• Team-oriented with the capability to work independently when needed.

Please refer to job description.