Be the spark that brightens days and ignite your career with TTEC’s award-winning employment experience.As a Service Management Analyst – Problem Managementworking Remotely in Metro Manila Philippines, you’ll be a part of bringing humanity to business. #experienceTTEC

Our employees have spoken. Our purpose, team, and company culture are amazing and our Great Place to Work® certification in the Philippines says it all!

What You’ll Do:
This key position is responsible for delivery of all Problem Management functions that includes root cause and trend analysis for all incidents.This role is also responsible for identifying recurring incidents and its preventive measures.This role will also manage, create and delivers required reports to all IT Service Management stakeholders.Activities include report design, development, implementation and continuous process improvements.

You'll report to the Manager, Service Management.

During a Typical Day, You’ll

·Identify the underlying root cause of a problem and initiate the most appropriate solution.

·Ensures reactive and proactive management of IT problems and known errors. 

·Identify recurring service outages, define, develop and communicate the practices and processes necessary for effective problem management to limit risk of future recurrence.

·Enforce published standards and policies for IT Continual Service Improvement Management.

·Translate stakeholders’ requirements into reporting deliverables.

·Assist ITSM and IT Process teams with dashboard and report generation.

·Develop performance metrics and deliver ad hoc reports.

·Assist in developing strategic IT processes based on ITIL best practices.

·Coordinates and work closely with IT Delivery units for Problem prevention activities and reporting development needs. ­­­­­­­

What You Bring to the Role

·Bachelor's Degree in an IT related discipline with at least 2 years of related work experience.

·Requires exceptional knowledge and experience with ITSM and ITIL best practices for large complex global IT organizations.

·Strong experience with Service Management processes and tools with an advance understanding of IT Service Management.

·Working knowledge in any IT ticketing tool, advance excel functions, excel ODBC query, MS access and PowerBI.

·Working background on analysis and reporting designing/presentation.

What You Can Expect

·Supportive of your career and professional development

·An inclusive culture and community minded organization where giving back is encouraged

·A global team of curious lifelong learners guided by our company values

·Ask us about our paid time off (PTO) and wellness and healthcare benefits

·And yes... a great compensation package and performance bonus opportunities, benefits you'd expect and maybe a few that would pleasantly surprise you (like tuition reimbursement)

Visit https://mybenefits.ttec.com/?manual for more information.

About TTEC
Our business is about making customers happy. That's all we do. Since 1982, we've helped companies build engaged, pleased, profitable customer experiences powered by our combination of humanity and technology. On behalf of many of the world's leading iconic and hypergrowth brands, we talk, message, text, and video chat with millions of customers every day. These exceptional customer experiences start with you.

TTEC is proud to be an equal opportunity employer where all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran. TTEC embraces and is committed to building a diverse and inclusive workforce that respects and empowers the cultures and perspectives within our global teams. We aim to reflect the communities we serve, by not only delivering amazing service and technology, but also humanity. We make it a point to make sure all our employees feel valued, belonging, and comfortable being their authentic selves at work. As a global company, we know diversity is our strength because it enables us to view things from different vantage points and for you to bring value to the table in your own unique way.

#LI-Remote