IT Incident & Service Request Operation Specialist
21 Minutes ago • All levels
IT & Infrastructure
Job Description
This role involves managing IT incidents from reception to resolution, performing root cause analysis for major issues, and ensuring timely documentation in ServiceNow. It also includes fulfilling service requests, monitoring IT operation KPIs, and supporting quality, security, and compliance measures. The specialist will collaborate with IT Platform Leads and Vendor Managers to ensure seamless operations and contribute to continuous improvement.
Good To Have:
- Operational Excellence & Process Discipline
- Accountability & Ownership
- Continuous Improvement & Learning
- Collaboration & Communication
- Risk Management & Compliance Awareness
- Customer-Centric Thinking
- Attention to Detail & Data-Driven Mindset
Must Have:
- Bachelor's degree in Information Technology, Computer Science, or related field.
- Experience in IT operations, incident management, or service desk roles.
- Familiarity with ITIL framework.
- Familiarity with ServiceNow platform.
- Strong analytical skills.
- Strong communication skills.
- Fluency in English.
- Fluency in Mandarin.
Job Description
Your role:
Incident Management
- Receive, assess, and collaborate with IT platform teams/IT vendors/Develops team to resolve IT incidents in alignment with Philips’ SLA and quality standards.
- Perform root cause analysis (RCA) for major incidents (e.g., P1) and ensure timely updates to stakeholders.
- Maintain accurate and timely documentation in ServiceNow (SNOW) or equivalent platforms.
- Collaborate with platform teams to drive resolution and continuous improvement.
Service Request Fulfillment
- Manage service requests via the Support Operations Center or Service Catalog, ensuring prioritization based on urgency and business impact.
- Coordinate with relevant teams to fulfill requests such as access provisioning, system upgrades, and configuration changes.
Operational Excellence
- Monitor and report on IT operation KPIs related to incident and service request handling.
- Support implementation of IT quality, security, and compliance measures.
- Participate in daily management routines and contribute to data-driven decision-making.
Collaboration & Governance
- Work closely with IT Platform Leads, Vendor Managers, and Governance Managers to ensure seamless operations.
- Contribute to vendor performance reviews and compliance audits.
- Support change management and problem resolution processes as needed
You're the right fit if:
Minimum required Education:
Bachelor's degree in Information Technology, Computer Science, or related field.
Minimum required Experience:
- Experience in IT operations, incident management, or service desk roles.
- Familiarity with ITIL framework and ServiceNow platform.
- Strong analytical and communication skills.
- Fluency in English and Mandarin.
Preferred Skills:
- Operational Excellence & Process Discipline
- Accountability & Ownership
- Continuous Improvement & Learning
- Collaboration & Communication
- Risk Management & Compliance Awareness
- Customer-Centric Thinking
- Attention to Detail & Data-Driven Mindset
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