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Aprio PH - Senior Engineer, IT System Operations

Aprio· Business Operations – Information Technology
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Hybrid (Makati City, Metro Manila / Clark, Pampanga)Aprio PhilippinesPosted 1mo ago

About the role

Senior Engineer, IT System Operations in Aprio Philippines (Hybrid) within the Business Operations – Information Technology team, supporting ITSM processes and ServiceNow-based operations for a global CPA and advisory firm.

Responsibilities

  • 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.
  • 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.
  • 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.
  • 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.
  • Define, monitor, and report on SLAs, OLAs, and underpinning targets, and drive accountability against them.
  • 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).
  • Define and track ITSM KPIs and CSI initiatives; 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.
  • 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.

Qualifications

  • Bachelor’s degree in information technology, Computer Science, or a related field, or equivalent professional experience.
  • 3-5+ years of experience in IT service management or ITSM process roles.
  • ITIL 4 Foundation certification.
  • Deep, hands-on knowledge of core ITIL practices — Incident, Problem, Change, Request, Service Level, Knowledge, and Configuration Management.
  • Experience operating ITSM processes on an enterprise platform such as ServiceNow.
  • Strong process design, documentation, and facilitation skills, including experience running forums such as CABs or major incident bridges.
  • Analytical skills with demonstrated experience defining and reporting ITSM metrics and KPIs.

Skills

Required:ITIL 4 FoundationIncident ManagementProblem ManagementChange ManagementServiceNowProcess Design
Nice to have:Training & Adoption

Benefits

  • Wellness program
  • HMO coverage
  • Rewards and Recognition program
  • Free shuttle service (provided by CDC | for onsite employees)
  • Free lunch meal (For onsite employees)
  • On-demand learning classes
  • Discretionary time off and Holidays
  • Performance-based salary increase
  • Discretionary incentive compensation based on client or individual performance
  • Hybrid set up to selected roles/location, terms and conditions may apply
  • CPA & Certification Assistance and Bonus Program
Last updated Oct 21, 2026. Interested? Apply on the company site.

About Aprio

Grow with Aprio

Aprio is the business advisory, tax, and accounting firm for innovators, business leaders, and entrepreneurs. Get the guidance, technology, and resources you need to compete, scale, and meet what's next with confidence.

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