IT Service Management And Change Analyst

IT Service Management and Change Analyst (Manager)

Who We are:

Salmon Group Ltd (“Salmon”) is a leading financial technology company focused on improving financial inclusion in the Philippines. Through its Philippine subsidiaries, including the Rural Bank of Sta. Rosa (Laguna), Inc. (“Bank”), Salmon delivers accessible financial services to underserved and underbanked Filipinos.

The Bank is renamed to Salmon Bank (Rural Bank) Inc., with BSP approval secured and SEC processing underway. It plans to apply for a Thrift Bank license by next year. In 2024, assets grew 12x to PHP1.3 billion, driven by strong consumer lending. The Bank aims to increase assets 5x in 2025 and to increase equity from PHP682 million (as of 31 May 2025) to PHP1.2 billion by 2026.

Salmon was founded by Pavel, George, and Raffy, who held senior leadership roles at Tinkoff, one of the worlds most successful and profitable digital banks. Tinkoff is widely recognized for its innovation and scale in emerging markets, offering a strong foundation of experience for Salmon’s leadership team.

In under three years, Salmon has built a global team of finance and technology professionals and raised USD 184 million in equity and debt to support its operations in the Philippines. Key shareholders include the International Finance Corporation (World Bank Group), ADQ/Lunate (Abu Dhabi’s sovereign wealth fund), Northstar Group, Spice Expeditions, Antler Elevate, and other prominent investors from the US and the Philippines.

About the Role – IT Service Management and Change Analyst

To strengthen the bank’s operational resilience, regulatory compliance, and service availability, it is imperative to augment the IT Incident and Change Management function with a dedicated Analyst role. This position provides essential operational support to the Incident Manager while ensuring adherence to BSP and industry standards on IT service continuity and change control.

The position assists the Change and Incident Manager in ensuring that all IT-related changes and incidents are properly documented, coordinated, tracked, and auditable in compliance with Bangko Sentral ng Pilipinas (BSP) regulations, and internal IT governance policies.

Key Responsibilities

A. Change Management Support

Under the direction of the Change Manager, the ITSM Analyst shall:

1. Review submitted change requests for completeness, accuracy, and supporting documentation.
2. Maintain the Change Requests, ensuring each request is properly classified, approved, and closed.
3. Track implementation schedules, rollback plans, and post-change verifications.
4. Work with the Change Manager to coordinate with the business owners, IT teams, and service providers to ensure timely execution.
5. Prepare and/or maintain Change Management reports, including success rates, emergency change frequency, and trend analysis.
6. Facilitate and/or document Change Management Meetings, including agenda preparation, minutes, and action tracking.
7. Support internal and BSP audits by consolidating and providing documentation and audit evidence as required.

B. Incident Management Support

Under the direction of the Incident Manager, the ITSM Analyst shall:

1. Log, classify, and track all IT incidents to ensure timely restoration of normal service operations.
2. Coordinate with service providers, infrastructure, and application support teams for incident escalation and resolution.
3. Record root causes, corrective actions, and preventive measures for high or recurring incidents.
4. Assist in conducting Post-Incident Reviews and ensure lessons learned are properly documented and communicated.
5. Correlate incidents with related changes and problems to support continuous improvement and root cause analysis.
6. Prepare summary reports and dashboards to support Incident Management performance tracking.

C. Governance and Compliance Support

1. Assist the Change and Incident Manager in ensuring both processes comply with BSP regulations and internal IT governance standards.
2. Support Risk, Compliance, and Audit teams in the preparation and submission of regulatory and audit documentation.
3. Work with the Change Manager to maintain complete and retrievable process evidence, including approvals, test results, and closure reports.
4. Contribute to the continuous improvement of ITSM procedures, forms, templates, and automation initiatives.
5. Assist in preparing periodic ITSM performance dashboards and reports for management review.

D. Key Deliverables

• Accurate and up-to-date Change and Incident Reports.
• Timely generation of ITSM reports and performance dashboards.
• Audit-ready documentation and compliance evidence.
• Process coordination records and CM Meeting minutes.
• Effective communication and collaboration across IT, Risk, and vendor stakeholders.

Experience, Qualifications and Requirements

Minimum Education

• Bachelor’s degree in Information Technology, Computer Science, Engineering, or any related field.
• ITIL Foundation certification (or must be willing to obtain within 6–12 months).

Relevant Experience

• 1–3 years of experience in IT Service Management, IT Operations, or Technical Support, preferably in a financial institution or regulated industry.
• Experience working with Change, Incident, or Problem Management processes based on ITIL standards.
• Prior involvement in preparing audit evidence, documentation, or regulatory compliance requirements
• Hands-on experience using ITSM tools or ticketing systems (e.g., ServiceNow, Jira Service Management, Instafin workflows, Remedy, Ivanti, Fresh service, etc.).
• Exposure to collaborating with external technical support teams, vendors, and infrastructure/application teams for incident escalation or change coordination.

Technical and Process Knowledge

• Understanding of ITIL processes for Incident, Change, and Problem Management, including classification models, lifecycle workflow, and approval procedures.
• Familiarity with root cause documentation, monitoring alerts, downtime reporting, and service impact assessment.
• Basic knowledge of change risk assessment, rollback planning, compliance documentation, and post-implementation review.
• Working knowledge of monitoring tools such as Grafana, Prometheus, and other similar technologies

Soft Skills and Behavioral Competencies

• Strong analytical skills, attention to detail, and documentation discipline.
• Able to facilitate meetings, capture minutes, document evidence, and track action items.
• Strong communication skills with ability to coordinate across IT, Vendors, Business Units, Risk, and Audit stakeholders.
• Ability to work under pressure during critical incidents, service outages, or change windows.

Why will you join us?

What we create

• Modern banking services for millions of Filipinos
• Cutting-edge solutions based on the best world practices and AI implementation
• Licensed neo bank aiming to be a unicorn and leading fintech in the fast-growing region of Southeast Asia
• A business capable of raising over $60MM from the ADQ (the sovereign wealth fund of Abu Dhabi), World Bank Group and other investors despite the challenging market
• An environment that allows you to launch new products in 3-4 months
• A basis for expanding into new markets all over the world

What we offer

• Passionate international team spanning the globe
• Rapid professional growth. Merit (and merit only) rules the day
• Reward for performance and long-term success of Salmon
• Fast track to grow internationally
• New office in Manila, Philippines
• Relocation support for eligible candidates
• Remote and hybrid options
• Medical insurance, health and wellness benefits
• Program of events and activities both online and in person