Job Description This is a remote position. About the Client: They are focused on helping customers to harness the power of people and technology for a better future. Built on a foundation of over 45 years' experience, combined with world-leading vendor technologies, Data#3 is constantly evolving its solutions and services to enable its customers' success. Leveraging solutions such as cloud, modern workplace, security, data & analytics and connectivity, combined with Data#3's services across consulting, project services and managed services, Data#3 is delivering the digital future. Job Summary: The primary purpose of this role will be to support ITIL-aligned core processes, including guiding operational teams to effectively minimize ongoing impacts on service Responsibilities: As part of the process team, provide a point of contact responsible for operating, managing, and governing core processes - IT Asset, Configuration, Incident, Requests, Change, Knowledge, and Problem Management across the MS business unit and clients. Work with internal and external stakeholders to embed the processes within MS delivery. Responsible for the ongoing maturity of the processes across the business unit. As part of the team, will be responsible for providing operational reporting and metrics for the MS business unit Educate service owners/leads to use metrics for their services, and to drive ongoing CSI activities. Own process documentation: including creation, updating, and using for training as required. Conduct Incident trending, using data analysis to minimize the impact of future similar Incidents Work to prevent Incidents from happening, and to minimize the impact of Incidents that cannot be prevented. Coordinate problem resolution across internal support groups, vendors, suppliers, and customers Directing operational teams to conduct investigations to establish root causes and implement corrective actions. Accountable for the delivery of Root Cause Analysis and problem resolution. Collaborate with clients and where required third-party vendors to both maintain and build on relationships between CI's to gain a complete understanding of the technology landscape Reconciles Completeness and Accuracy of CI data against agreed Data Sources, and evaluates any exceptions Support process deployment to new clients, with an in-depth understanding of contractual support requirements Identify and implement continuous improvement opportunities across the processes. Additional Responsibilities: Uphold and adhere to Data#3s core values, guidelines, policies, and procedures Represent Data#3 professionally and provide excellent customer service to our internal and external customers. You are required to perform your duties safely without risk to your health and safety or the health and safety of others. You are required to be flexible to work in additional roles or capacities or take on additional or varied duties, as may be assigned to you, that you are skilled and capable of performing. Data#3 may alter your position, position description, position title, location, and responsibilities following changing business needs and priorities. As part of your position, in addition to (c) above, you: May be required to perform your duties off-site, including at customer, vendor/partner, and supplier sites, which require, as a condition of entry, you to hold a National Police Certificate May be responsible for accessing internal and third-party computer systems containing highly sensitive confidential corporate and personal information May be engaged in capacities that require Data#3 to have the highest degree of confidence that you will perform your duties with a high level of honesty and integrity. Accordingly, the satisfactory completion of a National Police Certificate is an inherent requirement of your position. Requirements Experience: Proven operational ITSM process management experience following the ITIL framework Demonstrable process deployment and continual service improvement experience Previous recent exposure to working in the ServiceNow platform desirable Skills: Strong communication skills essential. Strong influencing and relationship management skills. Excellent ability to manage multiple high priority activities. Flexibility to adjust to changing requirements, schedules and priorities. Self-driven and resourceful to achieve goals independently, as well as work well in groups. High level of IT literacy - MS 365 (Word, Excel, PowerPoint and SharePoint). Ability: Personal resilience - Operates with the leadership team of the Managed Services BU adding to the level of energy and enthusiasm for improvement, change and innovation over extended periods of time Self-sufficiency - The ability to self-govern own learning and training requirements Tenacity - The ability to navigate past setbacks in order to achieve business outcomes. Regulation - Consciously manages personal contributions to accurately articulate advice and recommendations, to educate and create understanding amongst juniors, peers, managers, executives, and customers Adaptability - Manages away from perfection, is able to tailor capabilities, methods and subject matter expertise to create new solutions and IP, mindful of finding a pragmatic balance between customer demand, business urgency, and best practices Qualifications: University degree in an IT Discipline, or equivalent in years of progressive experience in enterprise level IT environments. Certifications: ITIL v3 Foundation certification as a minimum Must have Fiber Optic internet with at least 25 Mbps bandwidth Must have a backup desktop or laptop with the latest OS Must be able to work from 7AM-4PM Must be amenable to reporting to our Makati and BGC office as required Benefits WHAT WE OFFER: Great Place to Work-Certified Company Premium HMO Holistic employee experience Work-from-home and hybrid work setup Rewards and incentives Monthly engagement activities Career advancement opportunities Paid referral program