Service Management Analyst, Process
Trustwave Holdings, Inc
Salcedo Village, Makati
2d ago


Trustwave is a leading cybersecurity and managed security services provider that helps businesses fight cybercrime, protect data and reduce security risk.

Offering a comprehensive portfolio of managed security services, security testing, consulting, technology solutions and cybersecurity education, Trustwave helps businesses embrace digital transformation securely.

Trustwave is a Singtel company and the global security arm of Singtel, Optus and NCS, with customers in 96 countries.

The Service Management Analyst will have responsibilities for designing, maturing, training and implementing ITSM Operations process into a Managed Security Services organization into a new Service Management platform focusing on developing automation to improve or replace existing processes and procedures to be more efficient and productive.

Our mission is to improve quality of Service Delivery of our Managed Security Services organization.

Skills and Experience

  • Significant experience with ITSM Operation best practices and processes
  • Experience with ITIL process and implementation
  • Experience with processes designing and writing skills
  • Experience with Data-modeling, reporting and related tools (PowerBI, Tableau)
  • Experience on Security Operation is a plus
  • Experience on Cyber Security and compliance process and standards (ISACA, Cobit)
  • Experience with Agile project management (Kanban) and related tools (MS project, Jira, Trello) is a plus
  • Soft Skills

  • Self-managed, but team oriented
  • Focus on business priorities
  • Excellent analytical thinking and problem-solving skills
  • Strong project management skills and detail oriented
  • Proactive Anticipate risks or issues and communicate them
  • Education :

    We prefer college-educated applicants, but at minimum, high school diploma or equivalent is required for employment.

    Trustwave is an Equal Opportunity Employer of Minorities, Females, Protected Veterans, and Individuals with Disabilities.

    To All Agencies :

    Please, no phone calls or emails to any employee of Trustwave outside of the Talent Acquisition team. Trustwave’s policy is to only accept resumes from agencies via the Trustwave Agency Portal.

    Agencies must have a valid fee agreement in place and they must have been assigned the specific requisition to which they submit resumes, by the Talent Acquisition team.

    Any resume submitted outside of this process will be deemed the sole property of Trustwave and in the event a candidate is submitted outside of this policy is hired, no fee or payment of any kind will be paid.

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