Aprio PH - Senior Engineer, IT System Operations

Process Design & Governance

• Design, document, and maintain ITSM process definitions, workflows, policies, roles and responsibilities (RACI), and procedures aligned to ITIL 4.
• Establish and enforce process governance, standards, and control points, ensuring compliance with internal policy and audit requirements.
• Serve as the subject-matter expert and escalation point for ITIL process questions and process-related decisions.

Incident, Problem & Major Incident Management

• Operate and improve Incident and Problem Management, including major incident coordination, root-cause analysis, and known-error management.
• Define and maintain priority and severity models, escalation paths, and service targets to drive rapid, consistent resolution.

Change & Release Management

• Administer the Change Management process across standard, normal, and emergency changes, including Change Advisory Board (CAB) facilitation and change risk assessment.
• Coordinate releases and change scheduling to reduce change-related incidents and protect service stability.

Service Request, Catalog & Knowledge Management

• Maintain the service catalog and request fulfillment processes; streamline request workflows, approvals, and fulfillment.
• Champion Knowledge-Centered Service (KCS) practices and maintain an accurate, well-governed knowledge base.

Service Level Management

• Define, monitor, and report on SLAs, OLAs, and underpinning targets, and drive accountability against them.

ITSM Platform Enablement

• Translate process requirements into ServiceNow configuration; partner with platform developers and administrators to implement workflows, forms, SLAs, and notifications.
• Validate that platform implementation aligns with approved process design, and support user acceptance testing (UAT).

Metrics, Reporting & Continual Improvement

• Define and track ITSM key performance indicators (KPIs) and critical success factors; build dashboards and reports for IT leadership and stakeholders.
• Lead Continual Service Improvement (CSI) initiatives, identifying automation and efficiency opportunities and advancing ITSM process maturity.

Adoption, Training & Documentation

• Drive process adoption through training, communication, and stakeholder engagement across IT teams.
• Maintain process documentation, runbooks, and work instructions to a consistent, audit-ready standard.