IT Service Operations Analyst

This is a fully remote position, open to applicants in Philippines.

📋 Description

• Design and set up the CMDB (Assets) schema in Jira Service Management, encompassing object types, attributes, and relationships.

• Populate the initial Configuration Item (CI) data utilizing various import and reconciliation techniques.

• Create repeatable processes and governance frameworks to ensure data accuracy over time.

• Document CMDB structures and operational procedures for ongoing reference by the wider IT team.

• Develop and configure Change and Incident management workflows within Jira Service Management.

• Integrate Change and Incident processes directly with the CMDB schema.

• Work collaboratively with internal IT, Pipeline, and Rendering teams to ensure alignment of system structures.

⛳️ Requirements

• Demonstrated experience in establishing a CMDB from the ground up, including process design and tool configuration.

• Strong proficiency in Jira, Confluence, and Jira Service Management (JSM Assets).

• In-depth knowledge of ITIL configuration management principles, including CI types, relationships, and governance.

• Proven experience in configuring Change and Incident management workflows within JSM.

• Expertise in data import and reconciliation methods such as CSV import, API-based discovery, and JQL.

• Exceptional written and verbal communication abilities, capable of translating high-level vision into technical execution.

• Nice-to-Have Skills: ITIL Foundation Certification.

• Scripting knowledge in Groovy or Python for process automation.

• Experience with automated discovery tools that feed directly into Jira Assets.

🏝️ Benefits

• Permanent work-from-home arrangement.

• Dayshift (Australian Eastern Standard Time business hours).

• Full-time position.

• Health Maintenance Organization (HMO) benefits.

• Annual leave.

• 13th-month pay.

• Includes government-mandated benefits.