Service Management Analyst
Sun Life
Taguig City, National Capital Region
18h ago

You are as unique as your background, experience and point of view. Here, you’ll be encouraged, empowered and challenged to be your best self.

You'll work with dynamic colleagues - experts in their fields - who are eager to share their knowledge with you. Your leaders will inspire and help you reach your potential and soar to new heights.

Every day, you'll have new and exciting opportunities to make life brighter for our Clients - who are at the heart of everything we do.

Discover how you can make a difference in the lives of individuals, families and communities around the world.

Job Description : ROLE SUMMARY :


As a Service Management Analyst, your primary responsibility will be using your knowledge of business analysis best practices, IT Service Management and the ITIL Framework, and technology along with your understanding of business concepts, objectives and process to support the Service Management Team by :

  • Providing business analysis expertise and operational support for the all ITSM processes within the Asia Service Management Team Mainly focusing on Incident, Problem, Change and Configuration Management.
  • In addition would be the other processes such as Service Catalogue, Request Fulfillment, Service Level Management, Event Management, Capacity Management, Availability Management and Continual Service Improvement

  • Applying broad based technical and practical process knowledge in support of all the processes
  • Plan, manage and deliver business analysis for Continual Service Improvement process activities to support the Service Management Excellence Process Owners
  • Working with various Process Managers or Owners under the Service Management programme by assisting with process reviews and associated documentation and training activities
  • Contributing to the development and support of an IT Service Management reporting service which involves analyzing requirements and developing effective solutions
  • Interact with the local teams in Asia and the SME team to provide improved commutations and alignment of local process implementation and execution
  • This role is a part of the IT Service Management team using the ITIL v3 2011 framework to implement IT Service Management as part of the DBTS strategic decision to deliver a consistent set of integrated IT service management processes.

    The focus of this role will be on Asia, as liaison between local ITSM execution teams, and NA governance teams and ITSM process owners.


  • Providing day to day operational support to Asia Service Management Process Owners and Managers by assisting them with various process activities they are involved in
  • Ability to understand and analyze data including statistical implications derived from that data, translate and map the data against metrics and then present the data and the metrics in a clear and concise format, and be able to analyze and draw relevant conclusions
  • Identify opportunities for process improvement, and participate on process review activities and associated training activities
  • Automation of current manual processes for various IT service management processes, including reporting, data analytics as the relate to KPI metrics
  • Assist in the development of Service Management dashboards for exec ready reporting and other duties as assigned
  • Coordinate and chair tower meetings in support of the all processes including the identification and tracking of opportunities for improvement.
  • Coordinate and chair cross-process activities such as problem reviews
  • Represent Service Management processes at ongoing operational meetings such as Incident & Problem review and project intake ensuring compliance with process policies, and any other relevant local ITSM activities / processes.
  • Participate, and drive as required, the deployment of process artifacts including process reporting, tower engagement documents and solution designs.
  • Understand and work within Service Management tools
  • Competencies :

  • Strong and proven analytical skills
  • Knowledge of Sun Life specific infrastructure and applications is an asset
  • Ability to facilitate productive and successful meetings
  • Strong technical aptitude and knowledge of the services provided by IT
  • Strong influencing and negotiation skills
  • Quick learner of new technologies
  • Strong problem solving skills with the ability to analyze situations / problems and come up with effective solutions
  • Good interpersonal, communication and presentation skills
  • Solid and proven process improvement abilities
  • Drive for results and as such can be counted on to meet or exceed goals
  • Ability to work independently or as part of a team
  • Advanced Excel and PowerPoint skills
  • Solid knowledge of IT Service Management, ITIL v3 2011 framework
  • Knowledge of Service Management tools (ServiceNow, HP, BMC, BPPM etc.)
  • Knowledge of the Navvia tool an asset
  • Ability to work in a fast paced environment and adaptable to changing priorities, communicate with various level of staff in DBTS
  • Experience / Skill Requirements

  • ITIL V3 Foundation Services Certification
  • Process improvement and documentation experience
  • Consulting : gather information by applying approaches or styles applicable to the situation
  • Analysis : ability to break down high level requirements into more detail by questioning and probing for clarification
  • Working knowledge of the ITIL Service Management processes
  • Strong management, problem solving, communication, interpersonal, and organizational skills
  • Job Category :

    IT - Technology Services

    Posting End Date :

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