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Job description


IT Incident & Service Request Process Owner (21916)

  • Location City:
    Bonifacio Global City
  • Country:
  • Location Type:
  • Contract Type:
  • Employee Type:
    Full Time
  • IWG


About IWG

We’re changing the world of work. We believe that business success is underpinned by the effectiveness of its people. So we made it our mission to help millions of people have a great day at work – every day. With locations in practically every country, city, town and transport hub, and options ranging from an hour’s coworking to multi-year office space leases, we enable people and businesses to work where, when and how they want.


Technology in IWG

We’re focused on delivering seamless digital propositions which allow customers to instantly manage their requirements and position IWG as the “Digital First” workspace provider. As early adopters of the latest technologies - whether it be Artificial Intelligence, Office IoT, Data or Cloud Solutions - we create business value and are constantly striving to find new and improved ways to help our customers. Which is why we’re always on the look-out for intelligent, energetic, self-motivated, and curious individuals. We want to bring about a global workspace revolution and want you to help.



The role

The role is for IT incident and service request process owner who will be responsible for the proper design, execution, training, and continual improvement of the processes, including definition of enhancements in ServiceNow. Furthermore, maintenance of proper report and define indicators/metrics to ensure the successfully implementation of the processes and show the value that those are bringing to the organization. This position will assist in the architecting of strategic priorities, business aligned processes, and ITSM initiatives acting as the advocate for process and customer experience integrity, as well as the establishment of process best practices, standards, policy, and enabling proper data gathering and validating methods.


Role and responsibilities

  • Owns ITSM business facing processes: Incident Management and Service Request Management and ensure appropriate documentation and adherence
  • Provide critical input to Major Incident Management and Escalation process
  • Accountable for the overall quality and compliance of the processes
  • Create, maintain, define and monitor KPIs, global reports and Critical Success Factors related with the processes
  • Interact with Business Process Owner to create enterprise processes when applicable
  • Process design and define process improvements
  • Act as a Subject Matter Expert for the processes in regards of enhancements in ServiceNow


Qualifications /Skills / Experience

  • Bachelor's Degree in Computer Science, Data Analytics, Business Management, Accounting, Finance, Process Improvement or similar field of study.
  • 4 years' experience as an IT Process Owner for customer process in a multinational company
  • Experience with implementing and managing ITSM or ITIL processes
  • ServiceNow knowledge in the role of Consultant or Process Owner
  • ServiceNow reporting knowledge is a plus
  • Experience working with CMDB
  • ITIL foundations is a must. ITIL expert is a plus
  • Good negotiation, communication and presentation skills
  • Exposure and working level knowledge of working with and interfacing to global delivery teams
  • Excellent English communication and executive level presentation skills
  • Proven ability to develop strong relationships with stakeholders both internally and externally
  • Organised and analytical/data mind-set
  • Customer-oriented. Put the customer into the focus for every decision
  • Outcome-oriented. Not reactionary, articulates the desired outcome and works collaboratively to create a path to achieve it
  • Ability to quickly absorb technical concepts and effectively simplify and communicate them to a non-technical audience
  • Thrive in an entrepreneurial ‘tech-start-up’ team culture
  • Experience of working in a global and multi-cultural environment and have appetite for fast-paced organizations with global delivery / reach
  • Dynamic working approach, ‘agile’ rapid delivery approach to planning projects, and the ability to think innovatively to solve problems
  • Can demonstrate initiative and ownership of issues through to resolution / completion

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Bonifacio Global City
Bonifacio Global City, Philippines
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