Aprio PH - Senior Engineer, IT System Operations

Process Design & Governance

• Design, document, and maintain ITSM process definitions, workflows, policies, roles and responsibilities (RACI), and procedures aligned to ITIL 4.
• Establish and enforce process governance, standards, and control points, ensuring compliance with internal policy and audit requirements.
• Serve as the subject-matter expert and escalation point for ITIL process questions and process-related decisions.

Incident, Problem & Major Incident Management

• Operate and improve Incident and Problem Management, including major incident coordination, root-cause analysis, and known-error management.
• Define and maintain priority and severity models, escalation paths, and service targets to drive rapid, consistent resolution.

Change & Release Management

• Administer the Change Management process across standard, normal, and emergency changes, including Change Advisory Board (CAB) facilitation and change risk assessment.
• Coordinate releases and change scheduling to reduce change-related incidents and protect service stability.

Service Request, Catalog & Knowledge Management

• Maintain the service catalog and request fulfillment processes; streamline request workflows, approvals, and fulfillment.
• Champion Knowledge-Centered Service (KCS) practices and maintain an accurate, well-governed knowledge base.

Service Level Management

• Define, monitor, and report on SLAs, OLAs, and underpinning targets, and drive accountability against them.

ITSM Platform Enablement

• Translate process requirements into ServiceNow configuration; partner with platform developers and administrators to implement workflows, forms, SLAs, and notifications.
• Validate that platform implementation aligns with approved process design, and support user acceptance testing (UAT).

Metrics, Reporting & Continual Improvement

• Define and track ITSM key performance indicators (KPIs) and critical success factors; build dashboards and reports for IT leadership and stakeholders.
• Lead Continual Service Improvement (CSI) initiatives, identifying automation and efficiency opportunities and advancing ITSM process maturity.

Adoption, Training & Documentation

• Drive process adoption through training, communication, and stakeholder engagement across IT teams.
• Maintain process documentation, runbooks, and work instructions to a consistent, audit-ready standard.

• Bachelor’s degree in information technology, Computer Science, or a related field, or equivalent professional experience.
• 3-5+ years of experience in IT service management or ITSM process roles.
• ITIL 4 Foundation certification.
• Deep, hands-on knowledge of core ITIL practices — Incident, Problem, Change, Request, Service Level, Knowledge, and Configuration Management.
• Experience operating ITSM processes on an enterprise platform such as ServiceNow.
• Strong process design, documentation, and facilitation skills, including experience running forums such as CABs or major incident bridges.
• Analytical skills with demonstrated experience defining and reporting ITSM metrics and KPIs.

Preferred Qualifications:

• ITIL 4 Managing Professional (MP) or relevant intermediate/specialist modules.
• ServiceNow ITSM experience and familiarity with ServiceNow certifications (e.g., Certified System Administrator, CIS - ITSM).
• Experience with Continual Service Improvement and process maturity assessment frameworks.
• Experience in a regulated or professional services environment, including support for audits such as SOC 2.
• Working knowledge of adjacent frameworks and ways of working (Agile, DevOps, COBIT).
• Experience implementing Knowledge-Centered Service (KCS).

Technical & Process Skills

• Frameworks: ITIL 4 service value system and management practices; Continual Service Improvement.
• Platform: ServiceNow ITSM — Incident, Problem, Change, Request, Service Catalog, Knowledge, SLA management, Performance Analytics.
• Process & Analysis: Process modeling and documentation (e.g., BPMN, Visio), RACI, KPI and metrics definition, dashboards and reporting.

Core Competencies

• Strong process discipline with a structured, detail-oriented approach.
• Excellent facilitation and stakeholder-management skills, including under pressure during major incidents.
• Clear written and verbal communication with technical and non-technical audiences.
• Effective cross-functional collaboration across IT operations, engineering, and service management teams.
• Ownership, accountability, and a continual-improvement mindset.

Work Environment

• Hybrid work arrangement in accordance with firm policy.
• Schedule: dayshift (7am-4pm or 9am-6pm PHT)
• Occasional after-hours availability may be required to support major incidents, change windows, and scheduled maintenance.