Workato3 дня назад
Senior Business Technology Support Analyst
Зарплата не указана
Alabang
Обязанности
- 01Owning and resolving complex, high-impact technical issues across collaboration tools, endpoint management, SaaS platforms, and user access
- 02Managing and optimizing our ticketing system and support workflows (e.g., Jira), ensuring SLAs, CSAT targets, and operational metrics are consistently met
- 03Analyzing support trends to proactively identify root causes, systemic issues, and opportunities to improve processes through automation, AI, and self-service
- 04Improving and owning the user lifecycle process, including provisioning, deprovisioning, access audits, identity management (Okta, Google Admin, SCIM), and lifecycle automation
- 05Leveraging enterprise solutions and automation platforms to streamline support operations, accelerate issue resolution, improve knowledge discovery, and deliver exceptional employee experiences
- 06Leading internal IT initiatives and projects from onboarding automation and SaaS rollouts to AI-enabled solutions, workflow optimization, and process redesign
- 07Driving documentation efforts by building detailed SOPs, process maps, and internal knowledge base articles while utilizing AI to accelerate content creation, improve accuracy, and enhance knowledge accessibility
- 08Delivering engaging training and onboarding experiences that empower employees to effectively adopt workplace technologies, automation, and AI capabilities
- 09Contributing to cross-functional initiatives, including SaaS rollouts, audits, compliance, AI adoption, governance, and continuous improvement of internal technology services
Требования
- 015+ years in IT Support, Service Desk, or Business Technology roles in fast-paced, high-growth environments
- 02Advanced troubleshooting skills across hardware, software, identity systems (e.g., Okta), productivity platforms (e.g., Google Workspace, Slack, Zoom), and modern SaaS environments
- 03Comfortable administering ticketing, documentation, and knowledge management platforms (Jira, Confluence, ServiceNow) and reporting with tools such as Sigma or Tableau
- 04Experience with identity and access management, lifecycle automation, and user provisioning (e.g., SCIM, Google Admin, Okta Workflows)
- 05Demonstrated success managing and delivering IT projects from scoping and stakeholder alignment through implementation, documentation, and change management
- 06Experience with automation platforms (e.g., Workato), workflow orchestration, and scripting (e.g., Google Apps Script, PowerShell, or Python)
- 07Experience leveraging enterprise AI solutions (e.g., ChatGPT Enterprise, Claude, Gemini or similar) to improve troubleshooting, documentation, knowledge management, workflow automation, and employee productivity
- 08Familiarity with support dashboards, service metrics, and data-driven decision making using tools such as Sigma or Tableau