Service Management Assistant

The Service Management Assistant supports the effective operation and continuous improvement of ADB’s IT service management and operational resilience processes, focusing on problem, change, and capacity management. The role involves collaboration with IT teams in Valencia and Manila to ensure timely resolution and process optimization.

Responsibilities

• Act as a facilitator and coordinator for problem management activities within the ADB ITD Rapid Response channel, engaging with all relevant stakeholders to support timely resolution
• Coordinate Root Cause Analysis (RCA) activities by organizing discussions, collecting relevant information, documenting findings and agreed actions, and escalating matters requiring technical or management decisions
• Maintain the RCA action log, monitor agreed deadlines, follow up with assigned action owners, and escalate overdue or blocked actions
• Prepare and maintain problem management reports highlighting problem trends, outstanding actions, recurring issues, and resolution effectiveness
• Perform regular audits and reviews of change tickets to ensure compliance with IT Application and Infrastructure Change Management policies and standards
• Consolidate audit findings, work collaboratively with relevant teams to address identified gaps, and facilitate timely remediation efforts
• Coordinate administrative and reporting activities for weekly Change Advisory Board (CAB) meetings by preparing agendas, compiling meeting materials, recording decisions and action items, and following up on agreed actions
• Identify and summarize recurring change-management issues and compliance gaps, prepare suggestions for process improvements, and coordinate implementation of approved actions
• Maintain capacity-management process documentation, identify required updates, and submit proposed revisions for review and approval
• Track and monitor capacity metrics for each team, identify potential risks or bottlenecks, and report to relevant focal points
• Prepare periodic capacity-management reports and dashboards summarizing utilization trends, risks, and follow-up actions
• Apply responsible AI practices when using AI-enabled tools, including human oversight, validation, confidentiality, data protection, information security and auditability
• Work increasingly through automation and AI-enabled tools and optimize own tasks where possible
• Provide support in Technology Operations Governance and Service Management activities to uphold high standards of IT service delivery
• Contribute to initiatives aimed at enhancing and expanding ADB’s ITIL processes including SLA, OLA, Configuration Management, and Availability Management
• Conduct periodic reviews of existing ITIL processes and provide actionable recommendations for continuous improvement
• Perform work outside work hours as required
• Provide other ad hoc support within the team or other teams as required, including participation in special projects or service delivery support

Requirements

• At least five (5) years of experience working in IT operations, including following ISO 20000/ITIL processes
• Previous experience providing IT services or customer support to financial entities
• Good knowledge in Problem, Change and Capacity management
• Proficiency in IT service management and reporting tools, preferably including ServiceNow, Microsoft Power Platform, and data visualization or reporting tools
• Experience in IT Service Management process optimization
• Experience in developing and maintaining documentation as well as industry best practices
• Knowledge in design and development in ServiceNow (desirable)
• Hands-on experience using Power Apps, Power Automate, and AI to automate, streamline, and enhance ITSM processes (desirable)
• Previous experience with AI tools on task automation and optimization (desirable)
• Successful completion of secondary school education or its equivalent, supplemented by specialized training in IT
• Certification in IT Technologies (desirable)
• Familiarity with ITIL best practices (desirable)
• Familiarity with business continuity framework (desirable)
• Expert knowledge of English is required
• Knowledge of the local language of the Duty Station is an advantage

Skills

• IT Operations
• ISO 20000
• ITIL Processes
• IT Service Management
• Customer Support for Financial Entities
• Problem Management
• Change Management
• Capacity Management
• ServiceNow Experience
• Microsoft Power Platform
• Data Visualization
• Reporting Tools
• ITSM Process Optimization
• Documentation Development
• Industry Best Practices
• Power Apps
• Power Automate
• AI Task Automation
• Business Continuity Framework

Languages

English