# IT Service Operations Analyst

> Virtual Staff 365 · Philippines (Remote) · — · Posted 2026-07-27

**Workplace:** remote

## Description

Our client is an established global creative studio in the entertainment industry, specialising in producing high-profile animation and family entertainment. Operating in a fast-paced and collaborative environment, they create content for international audiences across multiple platforms.

They are now seeking to hire an **IT Service Operations Analyst** to aid in the development and construction of foundational ITIL frameworks within Jira Service Management. This hands-on role is responsible for translating the IT leadership team's strategic vision into a fully functional CMDB structure, alongside configured Change and Incident management workflows.

### Job Responsibilities

**CMDB & Schema Development**

-   Design and configure the CMDB (Assets) schema in Jira Service Management including object types, attributes, and relationships
-   Populate initial Configuration Item (CI) data using various import and reconciliation methods
-   Establish repeatable processes and governance models to maintain data accuracy over time
-   Document CMDB structures and operational processes for ongoing use by the broader IT team

**Workflow Configuration & Integration**

-   Build out and configure Change and Incident management workflows within Jira Service Management
-   Integrate Change and Incident processes directly with the CMDB schema
-   Collaborate closely with internal IT, Pipeline, and Rendering teams to align system structures

## Requirements

-   Proven experience standing up a CMDB from scratch including process design and tool configuration
-   Strong expertise in Jira, Confluence, and Jira Service Management (JSM Assets)
-   Deep understanding of ITIL configuration management principles, CI types, relationships, and governance
-   Demonstrated experience configuring Change and Incident management workflows in JSM
-   Proficiency with data import and reconciliation methods such as CSV import, API-based discovery, and JQL
-   Excellent written and verbal communication skills with the ability to translate 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 feeding directly into Jira Assets

## Benefits

-   Permanent work-from-home set-up
-   Dayshift (Australian Eastern Standard Time business hours)
-   Full-time job
-   HMO
-   Annual leave
-   13-month pay
-   With Government mandated benefits

## Apply

[Apply at Virtual Staff 365](https://apply.workable.com/virtual-staff-365/j/CB4988300C/apply)

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