ITSM Consultant

Job not on LinkedIn

🔥 11 minutes ago

🇵🇭 Philippines – Remote

⏰ Full Time

🟡 Mid-level

🟠 Senior

💼 Consultant

👻 Ghost score 10%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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Planit

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

💼 Consulting

🏥 Healthcare

🏭 Manufacturing

Consulting • Healthcare • Manufacturing

<Planit> is a global quality engineering and software testing services company that helps enterprises improve software quality, delivery and customer experience. Planit delivers QA & testing, test automation, performance testing, security and accessibility testing, test data management, RPA/IA advisory, DevOps and quality engineering consultancy, plus training and staff augmentation. The company leverages AI-driven quality solutions and managed outcome-based services to accelerate digital transformation for large organizations across multiple industries.

📋 Description

• Oversee delivery of IT services in a managed service environment or large government agency • Manage Incident, Problem and Knowledge activities through to measurable service outcomes • Build effective relationships across Service Desk, technical teams, suppliers and customer stakeholders • Challenge poor operational practices and negotiate ownership and actions • Manage Incident lifecycles, priority and impact assessment, escalations, aged incidents, reassignment, Major Incident follow-up and SLA performance • Analyse incident trends, recurring issues and service degradation to identify risks and improvement opportunities • Coordinate Root Cause Analysis and drive technical teams to provide timely, evidence-based outcomes • Manage Problems through investigation, Known Error and workaround identification, remediation, change implementation and closure • Prepare RCA and Problem Reports for operational and senior stakeholders • Manage knowledge capture, article creation and review, quality control, lifecycle management and knowledge-gap identification • Identify shift-left, self-service and knowledge-reuse opportunities • Develop and analyse ITSM metrics, trends and operational reporting • Facilitate Incident reviews, Problem investigations and RCA workshops • Maintain governance, hand-offs, traceability and supporting evidence across Incident, Problem, Knowledge and Change Enablement • Maintain accurate and auditable ITSM records, recognise operational risk and escalate appropriately • Improve process effectiveness, service quality, customer experience and operational control

🎯 Requirements

• At least 5-6 years’ experience overseeing delivery of IT services in a managed service environment or large government agency • Recent experience in a similar IT Service Management role, preferably within a managed services or outsourcing environment • Practical responsibility for Incident, Problem and Knowledge Management • Strong ability to work independently, manage competing priorities, meet deadlines and take ownership without continual direction • Strong stakeholder management, facilitation and influencing skills • Strong understanding of Incident Management, including lifecycle ownership, priority and impact assessment, escalation, aged incidents, reassignment, Major Incident follow-up and SLA performance • Ability to analyse incident trends, recurring issues and service degradation • Strong understanding of proactive and reactive Problem Management • Experience coordinating Root Cause Analysis and driving technical teams to provide evidence-based outcomes • Practical experience with 5 Whys, Ishikawa / Cause and Effect Analysis, Kepner-Tregoe and other structured causal analysis methods • Experience managing Problems through investigation, Known Error and workaround identification, remediation, change implementation and closure • Strong understanding of Knowledge Management, including knowledge capture, article creation and review, quality control and lifecycle management • Ability to identify opportunities for shift-left, self-service and knowledge reuse • Experience developing and analysing ITSM metrics, trends and operational reporting, including SLTs, SLAs, OLAs, CSFs and KPIs • Strong analytical, problem-solving and communication skills • Strong understanding of the relationship between Incident, Problem, Knowledge and Change Enablement • Experience maintaining accurate and auditable ITSM records • High-level working knowledge of infrastructure, cloud, applications and end-user computing technologies • Experience using enterprise ITSM platforms such as ServiceNow or equivalent • Formal ITIL qualification • Relevant industry experience • Baseline Security Clearance required • Highly organised, disciplined and able to manage multiple priorities without continual supervision • Demonstrated accountability for assigned deliverables and agreed service-management outcomes • Ability to establish clear actions, owners and due dates and follow through to completion • Confidence engaging staff at different levels and negotiating practical outcomes • Strong understanding of managed-service governance and contractual, SLA and customer obligations • Ability to identify when issues require escalation • Strong attention to detail and commitment to accurate, complete and auditable ITSM records • Continuous improvement mindset • Ability to operate as a trusted service-management practitioner

🏖️ Benefits

• Work on meaningful projects and tackle complex challenges • Work with cutting-edge tools and AI-enabled platforms • High-performing, client-obsessed team that values growth and innovation • Inclusive, collaborative, and high-performing workplace • Diverse experiences and perspectives valued • Opportunity to deliver tangible business impact through operational excellence