Analyst - Customer Experience for IT Team with 30,000 Joining Bonus

• Acts as the key liaison across all functional areas including business units, IT and external customers.
• Facilitates and collaborates with key stakeholders (Business Partners, Tier Managers, Problem Management Team)
• Identify challenges of the business units such as chronic, recurring issues to assist develop a long-term solution to ease the business impact.
• Proactively connects with the business leaders/managers to ensure full closure and improved customer service experience.
• Continuously partners with relevant IT stakeholders such as the Tier Managers/Officers, Problem Management Team, PMO, Projects Team, SAT, etc. to gather and maintain relevant data such as, but not limited to the following: Ticket SLA/Analysis Report, Compliance Reports, Inventory Reports, CSAT/DSAT Reports, Projects Implementations, IT Milestones, Highlights/Lowlights, IT ongoing and future projects, etc. Maintains a dashboard for easier reference.
• Conducts regular Quarterly Service Review to showcase all the IT efforts and mentioning the above data to the customers. Gathers feedback and concerns from the customers.
• Partners with the IT Projects Team for any New Account implementations and/or expansions. Also partners with other Teams such as ITG or BCM for any further directions/approvals. Works with SAT Team for any new Technology deployments.
• Partners with business leadership as their trusted technology advisor to evaluate new initiatives and determine how they fit into business capability roadmaps and priorities.
• Collaborates with other IT Technology Partners and relevant IT Stakeholders: To discuss and share best practices and applied technology across locations and introduce feasibility of implementations to his/own business unit to help ease customer efforts and further improve their Productivity
• To assist develop and implement new business solutions to further boost the business productivity.
• Build and manage the relationship team to ensure convergence and strategic partnering with the business partner team, including working closely with business leadership as executive sponsors for each business partner
• Conducts new hire orientation

Essential Qualifications: Degree or Equivalent (e.g. IT, Computer Science, Computer Engineering, Computer Technology)

Certifications (Technical / Process):

• Preferable but not Mandatory: ITIL etc. as value add.
• A good knowledge and exposure to Windows/MAC Platform (End User Computing) and Customer Service Management.
• Strong written and oral communication skills; Strong organizational skills.
• Dashboard creation experience is required

Experience: 5-6 years of relevant experience in Technology partner functions

Organization Structure: For the IT Technology Partner function, reports to Manager or SPOC of TTO Team (Technology Transformation Office) based in Chennai, India.

Work Schedule: Ability to work on a flexible schedule during day, night and/or weekend shifts depending on the business requirement.

Work Set-up: onsite work

Work Location: Pioneer Street, Mandaluyong City