itil Process leadIQ-EQ

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.
Job Description
As a result of continued growth, we have an exciting opportunity for an ITIL Process Support to join our global team. The role will report directly to the Head of Service Governance and will be a key member of the Group Technology team that will work mainly in the Change and Problem Management functions, and also some other ITIL process areas. The ITSM Team are responsible for the ITIL Change and Problem Management processes across the IQ-EQ Group, along with other progressing functions such as Service Transition.
The ITIL Process Support role will assist the ITIL Manager and ITIL Lead in Change Management and Problem Management functional areas. Ensuring both submitted Change Requests and Problem Records are updated, amended, actions progressed, ensuring all relevant detail is included, and following the processes that are in place.
Tasks (what does the role do on a day-to-day basis)
Assist ITIL Service Manager with Change Management administration activities as required
Assist ITIL Service Lead with Problem Management activities as required.
Attend Change advisory board
Attend Post Implementation Reviews
Attend Problem Review meetings
Checking Problem Record actions and activities are being progressed and the ITSM tool updated
Checking daily changes submitted have all the required information and detail to be assessed for approval
Provide cover as required for the ITIL Service Manager and ITIL Service Lead
Assist in Service Transition activities as required
Key competencies for position and level
Action Oriented - taking on new opportunities and challenges with a sense of urgency and enthusiasm
Communication - convey a clear understanding of the unique needs of different audiences
Collaborates
Being resilient - is confident under pressure.
Key behaviours we expect to see
In addition to demonstrating our Group Values (Authentic, Bold, and Collaborative), the role holder will be expected to demonstrate the following:
Relationship building
Taking ownership
Prioritisation
Problem solving
Customer focus
Self-motivated
Flexibility
Qualifications
Some experience working in a service environment where ITIL service management principles and processes are implemented
Sufficient technical background to understand the different architectures of the core systems, and to understand the impact of new technologies; experience of enterprise level applications will be an advantage
An understanding of the need for standards in IT and a willingness to achieve further formal ITIL qualifications if required
Confident use of the Microsoft Office toolset, email and web browsers
ITIL Framework - particularly activities of Incident, Problem Management, Change Management
Experience of communicating within technical support teams.
Possess the skills and the personality to operate effectively in a very fast-paced complex global business
Ability to prioritise workload
Customer Service and strong understanding and belief in delivering highly visible quality service
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.
IQ-EQ

Pasig City, Metro Manila
Permanent
Full-time