ITSM Analyst ( Data and Reporting) - Urgent Hire

We are hiring an organized ITSM Analyst ( Data and Reporting) to join our productive team at RingCentral in Manila.
Growing your career as a Full Time ITSM Analyst ( Data and Reporting) is an incredible opportunity to develop exceptional skills.
If you are strong in presentation, cooperation and have the right initiative for the job, then apply for the position of ITSM Analyst ( Data and Reporting) at RingCentral today!

ITSM Analyst (Data and Reporting) Acquire BPO is an award-winning, global business outsourcer with 8,500+ staff operating out of Class A offices in 16 locations across the Philippines, Australia, the Dominican Republic, and the US, as well as from comprehensive Work-from-Home environments, where client-permitted. We are one of the fastest-growing BPO companies and Australia's largest outsourcer to the Philippines. We have 15 years of experience delivering intelligent contact center and back-office functions for global businesses across many industries including telecommunications, banking and financial services, insurance, media, education, and retail. We're recognized as being Safe, Flexible, and Innovative, giving our clients the capability to Outsource with confidence. As a dynamic organization with the ability to take your career to the next level, we're looking for strong candidates to join our team and partner with one of the biggest cloud communications companies in the world - RingCentral. We value our employees highly and, as such, offer excellent career development programs and competitive compensation and benefits packages. About RingCentral RingCentral is the global leader in cloud-based communications and collaboration software. We are fundamentally changing the nature of human interaction-giving people the freedom to connect powerfully and personally from anywhere, at any time, on any device. What we offer: RingCentral offers perks and benefits for all aspects of your work/life:

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  Hybrid Work Setup Arrangement until further notice
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  HMO coverage on Day 1 for the employee
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  HMO coverage after Day 90 for 3 free dependents

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  Personal Time Off
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  Performance-based incentives (e.g., MBO, commission, etc.)
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  Mental Health support and unlimited free sessions with a Psychologist through Mind You
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  Fun wellness and employee engagement programs

Say hello to possibilities It's not every day that you consider starting a new career. We're RingCentral, and we're happy that someone as talented as you is considering this role. First, a little about us, we're the global leader in cloud-based communications and collaboration software. We are fundamentally changing the nature of human interaction-giving people the freedom to connect powerfully and personally from anywhere, at any time, on any device. We're a $2 billion company that's growing at 20+% annually and we're expanding our
Infrastructure & Operations Team to make sure we stay ahead of the competition. The IT Service Management (ITSM) Data Analyst role leverages ITSM platform data to identify
data-driven continuous improvement opportunities via IT Support operations for both IT staff and
employees. This is a newly created role within our organization to increase our emphasis on standardization of analytics and reporting for the internal IT organization at RingCentral, along with identifying support automation opportunities through data analysis. We're looking for someone who enjoys comprehensive investigation of ticket platform data, collaborating with peers throughout the IT organization (and our partners in the business) to drive continuous improvement in the employee technology experience Job Description:

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  Serve as a subject matter expert in data extraction, analysis, reporting and visualizations
  across multiple ITSM platforms through both native reporting functionalities and
  alternative analytics/reporting platforms.

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  Utilize ticket data and analytical analysis to identify transformative opportunities in
  support automation (as well as establishing reporting to track productivity improvements
  and cost savings).
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  Deliver training, documentation/guidance, and consultative services to department and
  group process owners to drive standardized reporting building and analysis practices.
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  Serve as an Analytics & Metrics mentor and provide guidance to team members directly
  within our End User Services support organization.
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  Knowledge Management: Support the IT organization with general technical writing
  assistance including knowledge base management, IT-based change and maintenance
  communications, formatting and best practices.
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  Strong command and fluency with the English language as our primary base language
  on IT communications

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  Drive automation in report generation to increase consistency and accessibility to data
  by all interested parties (I.e., support agents to senior leadership)
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  Contribute to service design and transition practices to ensure new systems and
  applications support practices include proper routing, documentation, service level
  agreements and measurable reporting.
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  Assist in adoption and maturation of ITIL related processes within RingCentral IT,
  including Problem Management, Incident Management, and Knowledge Management.
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  Partner with related ITSM platform vendors for platform escalations, enhancement
  requests, platform release update reviews, and coordination of internal user requests for
  advanced platform support.
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  Identify/recommend, design, build, UAT and roll into production Automation solutions
  utilizing our various ITSM platforms which are maintained by our Global Service Desk
  team

To succeed in this role you must have experience in

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  Education associate degree (or equivalent professional enterprise IT experience) and 4 years of
  experience in IT enterprise operations with demonstrated expertise in IT metrics analysis and
  reporting.
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  ITIL Certification (or strong familiarity with ITIL-based practices)
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  Strong working knowledge of ITSM ticket management platforms and processes, notably
  in areas of analytics and metrics (sample platforms include FreshService, ServiceNow,
  Remedy, Salesforce, Zendesk)
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  Proficient in report and visualization generation, via native reporting capabilities in ITSM
  platforms and through alternative reporting platforms (e.g. Tableau, PowerBI, etc.)

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  Basic knowledge of various technical disciplines (e.g. networking, systems engineering,
  deskside systems engineering, applications engineering) for strong understanding of
  interdepartmental ticket handling, routing and ownership.
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  Exceptional interpersonal, presentation and leadership skills
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  Comfortable working with (and presenting to) all levels of employees from entry level to
  C-level
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  Excellent written and verbal communication skills
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  Project and program management planning and organizational skills

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  Customer service oriented and a high level of empathy for both IT peers and non-IT
  employees Strong time management and prioritization skills
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  Ability to work independently and clearly communicate task/initiative status and updates
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  Integrity with confidential data visibility and practices
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  Examples of IT certifications contributing towards desired experience/qualifications:

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  ITIL Foundations v4

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  Project Management Professional (PMP)
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  HDI Certification
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  Six Sigma Certification
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  LEAN Certification

By completing your application for this role, you:

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  .Agreed that the information collected through this site will only be processed with your prior consent and for the purpose of facilitating your employment opportunities.
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  Have read and agreed to our

Benefits of working as a ITSM Analyst ( Data and Reporting) in Manila:

● Excellent benefits
● Company offers career progression opportunities
● Attractive package