Urgent Hiring: Service Management Analyst | Hybrid (Iloilo & QC)

Location: Iloilo & Quezon City (Diliman)

Work Setup: Hybrid (1x Onsite/Month)

Salary Range: 50K - 75K

Experience: IT Service Management, ITIL, ServiceNow/Jira

About the Role:

Metacom Solutions is urgently hiring for a Service Management Analyst who will play a key role in ensuring efficient IT service delivery while continuously improving service quality and user satisfaction.

You will monitor service performance, manage incidents, coordinate changes, and enhance IT services in collaboration with cross-functional teams.

Key Responsibilities:

Service Monitoring & Performance:

• Track and analyze service metrics (SLAs, KPIs) to ensure compliance.

Incident & Problem Management:

• Manage/co-ordinate Major Incident Management (MIM) Process.
• Collaborate with technical teams for root cause analysis & incident resolution.

Change & Service Improvement:

• Evaluate and coordinate IT service changes to minimize disruptions.
• Identify key trends for optimizing service quality & efficiency.

Stakeholder Communication & Reporting:

• Act as a liaison between IT teams & business stakeholders.
• Generate and distribute detailed reports for performance insights.

Compliance & Process Optimization:

• Ensure adherence to ITIL framework & ITSM best practices.
• Provide recommendations for optimizing ITSM tools & workflows.

Minimum Qualifications (Must-Haves):

• Bachelor’s degree in IT, Business Admin, or related field
• Proven IT service management experience
• Familiarity with ITIL framework & processes (certification is a plus)
• Experience with ITSM tools (e.g., ServiceNow, Jira Service Management)
• Strong analytical, problem-solving & communication skills
• Ability to prioritize tasks in a fast-paced environment

APPLY NOW! Elevate your career in IT Service Management today!

Please refer to job description.