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Pasig City, Philippines

ITSM Developer

Full-time / part-time
Full-time
Level
Associate
Department
Technology & Change
Address
Ortgas Center
Pasig City
Philippines

Job description

Our IT team partners with the business to support technology solutions that address current challenges and future needs of the enterprise to give digital edge to IQEQ clients. We strive to be a leading edge IT organization with innovative and dedicated people who focus on customer satisfaction, execution and delivery of first class services. The ITSM Developer/Administrator has ownership for the delivery of the toolset development roadmap, daily administration tasks as well as ensuring the tool delivers agile, automated and intuitive solutions to improve the quality and efficiency of the service delivered to customers.

As ITSM Developer/Administrator you understand that a customer focused, slick ITSM toolset can deliver business edge. You will use your skills to drive the platform forward to improve operational efficiency.

Responsibilities

  • Constantly analyse automated procedures and review with a view to improving and streamlining these.
  • Analyse current ticket volumes and identify candidate support processes for automation.
  • Build out request templates.
  • Improve tool maturity.
  • Manage integration with 3rd party tools.
  • Create and maintain Business Services, manage and maintain links between CI’s throughout the service lifecycle.
  • Implement coded solutions to improve the effectiveness of the Service Desk and reduce potential for human error.
  • Implement workflow packages in ServiceDesk Plus as needed to improve efficiencies.
  • Reduce the required manual input on low level, low gratification tasks.
  • Manage SSO integration with OKTA/SAML
  • Maintain the integrity of the ITSM toolset across all instances.
  • Provide ServiceDesk Plus configuration and customization assistance including, but not limited to: screen tailoring, workflow administration, report setup, data imports, LDAP integration, custom scripting, network monitoring integration, access and security and third party software integrations.

Qualifications

  • Experience of working with ITSM toolsets in an ITIL focused environment.
  • Experience of developing and administering ServiceDesk Plus or other similar ITSM toolsets such as:
    • ServiceNow
    • FreshDesk
    • BMC Remedy
    • Zendesk
  • Experience of managing a CMDB/Asset management repository
  • Previous experience of cloud services integrations
  • Would have worked extensively with Azure AD/O365 stack, OKTA, LDAP
  • Experience of maintaining business services and configuration item relationships in ServiceNow tool
  • 2-3 years experience of working in a similar role
  • Experience developing UI forms, fields, notifications, workflows and javascript code
  • Experience of maintaining LDAP/SSO integration and user configurations
  • Experience of building reports, gauges and home pages
  • Experience of managing SLA’s
  • Experience of managing IT and self service Knowledgebases
  • Experience of managing multiple instances of the tool moving changes from development, to pre production and production within a change controlled environment.

Skills

  • Java Script/Deluge
  • Able to produce technical proposals and project documentation
  • Able to work in imperfect circumstances
  • Strategic thinker, able to see the bigger picture and understand decisions and potential impact.
  • Able to work in a high pressure environment and effectively deliver competing priorities
  • O365/Azure AD/Exchange/OKTA/LDAP
  • Excellent written and oral communications skills and able to communicate at all levels, technical and non-technical
  • Ability to liaise and manage 3rd party suppliers
  • Able to understand and articulate complex ideas
  • Able to gather and analyse information
  • Able to determine service impacts and risks
  • Has a logical and rational approach to problems
  • Able to work with business users/partners to identify and refine business requirements and workflows
  • Able to identify and define business solutions for users
  • Able to translate business requirements into technical requirements

Additional information

At IQ-EQ we want you to reach your full potential. We offer an inclusive and diverse environment to support your career aspirations. With a strong emphasis on continuous learning and a holistic approach to your professional and personal development. We also offer opportunities across our service lines and our international network of offices.

Company description

IQ-EQ is a leading Investor Services group which combines global expertise with an unwavering focus on client service delivery. We support fund managers, global companies, family offices and private clients operating worldwide.

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