Work Setup and Location: On-Site, Arayat st., Mandaluyong, Metro Manila

Work Schedule: Morning or Mid-Shift, Monday-Friday (8-hour shift only)

Experience Level: 3-5 years

No. of employees required: 1

About the Role:

We are seeking a skilled IT Analyst (Cyber Security) to join our security team. This role will focus on protecting the organization's IT infrastructure, applications, and data from cyber threats and ensuring compliance with security best practices. You will be responsible for identifying vulnerabilities, monitoring security events, and responding to incidents while helping to implement a strong security posture across the organization.

Key Responsibilities:

Security Monitoring and Threat Detection

• Continuously monitor networks, systems, and applications for signs of security threats and vulnerabilities.
• Analyze security logs and data to detect abnormal patterns or potential intrusions.
• Utilize security tools (e.g., SIEM, intrusion detection systems) to identify, investigate, and respond to incidents.

Incident Response and Remediation

• Lead or support incident response efforts to mitigate and resolve security breaches or attacks.
• Investigate security incidents, document findings, and implement corrective actions.
• Provide recommendations on improving security controls to prevent future incidents.

Vulnerability Assessment and Risk Management

• Conduct regular vulnerability assessments, penetration testing, and security audits.
• Collaborate with IT and development teams to address vulnerabilities and security risks.
• Assist in risk assessments and help prioritize security measures based on threat landscape and business needs.

Security Policy and Compliance

• Assist in developing, implementing, and enforcing security policies, standards, and procedures.
• Ensure compliance with regulatory requirements and industry best practices (e.g., GDPR, ISO 27001).
• Support internal and external security audits and assessments.

Security Awareness and Training

• Conduct security awareness training for employees to promote safe computing practices.
• Communicate security risks and best practices to stakeholders at all levels.

Collaboration and Reporting

• Work with cross-functional teams to integrate security measures into IT systems and workflows.
• Generate regular reports on security incidents, vulnerabilities, and the effectiveness of implemented security measures.

Qualifications and Skills:

• Education: Bachelor’s degree in Information Security, Computer Science, Information Technology, or a related field.
• Experience:
• 3-5 years of experience in cybersecurity, IT security, or a similar role.
• Hands-on experience with security tools, systems, and technologies (e.g., firewalls, SIEM, endpoint protection).
• Technical Skills:
• In-depth knowledge of security frameworks (e.g., NIST, CIS, ISO 27001).
• Experience with network security, encryption, identity and access management, and threat intelligence.
• Familiarity with cybersecurity tools such as Splunk, Wireshark, Nessus, or Qualys.
• Soft Skills:
• Strong analytical, problem-solving, and critical-thinking abilities.
• Excellent communication skills, with the ability to explain complex security concepts to non-technical audiences.
• Attention to detail and a proactive approach to identifying security risks.
• Certifications (preferred):
• Certified Information Systems Security Professional (CISSP).
• Certified Ethical Hacker (CEH).
• CompTIA Security+ or equivalent cybersecurity certifications.

Work Setup and Location: On-Site, Arayat st., Mandaluyong, Metro Manila

Work Schedule: Morning or Mid-Shift, Monday-Friday (8-hour shift only)

Experience Level: 3-5 years

No. of employees required: 4

About the Role:

We are looking for a skilled IT Analyst (Portfolio Management) to join our team. In this role, you will be responsible for overseeing and optimizing the IT project and program portfolio to ensure alignment with organizational strategies and objectives. You will collaborate with stakeholders to evaluate project performance, prioritize initiatives, and maximize the value delivered by IT investments.

Key Responsibilities:

Portfolio Management

• Assist in maintaining and managing the IT project portfolio, ensuring alignment with organizational goals.
• Support the prioritization and selection of projects based on strategic value, risk, and resource availability.
• Monitor and evaluate the performance of ongoing projects and programs within the portfolio.

Data Analysis and Reporting

• Develop and maintain dashboards, metrics, and reports to provide insights into portfolio performance and resource utilization.
• Analyze data to identify trends, risks, and opportunities for optimization.

Stakeholder Collaboration

• Work closely with project managers, business units, and leadership to ensure portfolio objectives are understood and achieved.
• Facilitate regular reviews of the IT portfolio to assess progress and adjust priorities as needed.

Process Improvement

• Identify areas for improvement within the portfolio management process and recommend solutions.
• Support the implementation of tools and methodologies to enhance portfolio visibility and decision-making.

Governance and Compliance

• Ensure portfolio management practices comply with organizational policies and standards.
• Assist in establishing and maintaining portfolio governance frameworks.

Qualifications and Skills:

• Education: Bachelor’s degree in Information Technology, Computer Science, Business Administration, or a related field.
• Experience:
• 3-5 years of experience in IT portfolio management, project management, or a related field.
• Familiarity with portfolio management tools and software (e.g., Microsoft Project, ServiceNow, Planview).
• Technical Skills:
• Strong analytical skills with experience in data analysis and reporting tools (e.g., Power BI, Excel).
• Understanding of project and program management methodologies (e.g., Agile, Waterfall).
• Basic knowledge of IT systems and architecture.
• Soft Skills:
• Excellent communication and presentation skills.
• Strong organizational and multitasking abilities.
• Ability to collaborate effectively with cross-functional teams and senior stakeholders.
• Certifications (preferred):
• Project Management Professional (PMP).
• Portfolio Management Professional (PfMP).
• ITIL Foundation Certification.

Qty : 3

Work Setup and Location: On-Site, Arayat st., Mandaluyong, Metro Manila

Work Schedule: Morning or Mid-Shift, Monday-Friday (8-hour shift only)

Experience Level: 3-5 years

No. of employees required: 3

About the Role:

We are seeking a detail-oriented IT Analyst (Project Finance) to join our team. This role focuses on managing financial aspects of IT projects, including budgeting, forecasting, and cost tracking. You will work closely with project managers, finance teams, and stakeholders to ensure accurate financial planning, reporting, and control throughout the project lifecycle.

Key Responsibilities:

Financial Planning and Budgeting

• Assist in preparing project budgets, ensuring alignment with organizational goals and available resources.
• Develop financial models to support project decision-making and resource allocation.
• Monitor budget performance, highlighting variances and providing actionable insights.

Cost Tracking and Reporting

• Track project expenditures, ensuring they remain within approved budgets.
• Prepare regular financial reports, dashboards, and forecasts for stakeholders.
• Ensure accurate allocation of costs to specific projects and programs.

Risk Management and Compliance

• Identify and mitigate financial risks associated with IT projects.
• Ensure compliance with financial policies, regulations, and standards.
• Support audits and financial reviews related to IT projects.

Collaboration and Stakeholder Engagement

• Work with project managers to understand financial needs and constraints.
• Partner with finance teams to align project financials with overall business objectives.
• Provide financial insights to stakeholders to support project planning and prioritization.

Process Improvement

• Identify opportunities to enhance financial management processes for IT projects.
• Support the implementation of tools and systems to improve cost tracking and reporting.

Qualifications and Skills:

• Education: Bachelor’s degree in Finance, Accounting, Information Technology, or a related field.
• Experience:
• 3-5 years of experience in project finance, IT finance, or a related role.
• Familiarity with financial systems and software (e.g., SAP, Oracle Financials).
• Technical Skills:
• Strong analytical and financial modeling skills.
• Proficiency in tools such as Excel, Power BI, and project management software.
• Basic knowledge of IT project methodologies (e.g., Agile, Waterfall).
• Soft Skills:
• Excellent communication and presentation skills.
• Strong problem-solving and critical-thinking abilities.
• Ability to work collaboratively with cross-functional teams.
• Certifications (preferred):
• Certified Management Accountant (CMA).
• Project Management Professional (PMP).
• ITIL Foundation Certification.

As a UX Analyst in LegalMatch Philippines, your job is to help the company deliver better products by conducting regular evaluation and testing of our software from an end-user perspective. Your output will contribute towards improving existing features and developing new feature ideas for potential implementation.

Responsibilities:

• Understanding how end users are interacting with our various products and use this knowledge along with your user testing and usability experience to question and identify defects and improvements
• Conducting regular testing for user experience, ensuring that users are learning and using our interfaces more quickly and effortlessly; reporting test findings to Product and QA teams
• Looking into various blockers for conversion and propose improvements
• Working with other analysts in the company to determine baseline for task success rate, time on task, user error rate, and others; conduct analysis and testing in order to help us improve performance based on these measures
• Ensure user journey meets business & customer standards, highlighting issues or improvements during requirements / testing phases  
• Work collaboratively with various stakeholders to meet the needs of customers, contributing domain knowledge and ideas that will help us develop better features for LegalMatch customers.

• At least 3 years of experience as a UX tester/Analyst.
• Creative and tech savvy
• With thorough understanding of UX design, information architecture, and testing for conversion; a background in design thinking will be great
• Passionate about UX and quality
• Proactive and a great communicator

Our ideal candidate possesses the following traits:

• proactive, adaptable, and flexible 
• highly professional 
• has the willingness to go the extra mile to achieve desired outcomes 
• with strong collaboration and communication skills to work effectively with cross-functional teams 
• with strong problem-solving skills  
• committed to continuous improvements and willing to experiment with new approaches and techniques to work processes 

Work Setup and Location: On-Site, Arayat st., Mandaluyong, Metro Manila

Work Schedule: Morning or Afternoon shift, Monday-Friday (8-hour shift only)

Experience Level: 3-5 years

No. of employees required: 5

About the Role:

We are looking for a detail-oriented IT Analyst (Controls) to join our team. The role involves ensuring the organization’s IT systems and processes comply with established policies, procedures, and regulatory requirements. The ideal candidate will support internal controls, risk assessments, and compliance initiatives while collaborating with cross-functional teams to enhance operational efficiency.

Key Responsibilities:

IT Controls and Compliance

• Develop, implement, and maintain IT control frameworks in alignment with organizational goals and regulatory standards.
• Perform regular audits and reviews to ensure compliance with internal policies and external regulations.
• Monitor the effectiveness of IT controls and recommend enhancements to mitigate risks.
• Collaborate with IT and business units to design controls that align with operational needs.

Risk Management

• Identify and assess risks in IT processes and systems.
• Develop and implement risk mitigation strategies to address control gaps.
• Provide expertise in addressing and resolving audit findings related to IT controls.

Policy and Process Development

• Create and maintain IT control documentation, including policies, procedures, and risk assessments.
• Assist in developing security and compliance awareness programs for staff.

Reporting and Analysis

• Generate reports on IT control performance and risk metrics for senior management and auditors.
• Provide insights and recommendations for improving IT governance.

Collaboration and Support

• Work with IT teams during the design and implementation of new systems to ensure appropriate controls are embedded.
• Act as a point of contact for internal and external audits related to IT systems.

Qualifications and Skills:

• Education: Bachelor’s degree in Information Technology, Computer Science, Business Administration, or a related field.
• Experience:
• 3-5 years of experience in IT controls, governance, risk management, or compliance roles.
• Hands-on experience with regulatory frameworks such as SOX, GDPR, or ISO 27001.
• Technical Skills:
• Strong knowledge of IT control frameworks like COBIT, NIST, or ITIL.
• Proficiency in tools for audit and compliance tracking (e.g., GRC platforms, Excel).
• Basic understanding of IT systems and cybersecurity principles.
• Soft Skills:
• Strong analytical and organizational skills.
• Exceptional communication and interpersonal skills.
• Ability to work independently and collaboratively in a fast-paced environment.
• Certifications (preferred):
• Certified Information Systems Auditor (CISA).
• Certified in Risk and Information Systems Control (CRISC).
• ITIL Foundation Certification.

Work Setup and Location: On-Site, Arayat st., Mandaluyong, Metro Manila

Work Schedule: Morning or Afternoon shift, Monday-Friday (8-hour shift only)

Experience Level: 3-5 years

No. of employees required: 1

About the Role:

We are seeking an experienced IT Analyst (Change Management) to join our dynamic team. The successful candidate will play a key role in ensuring the smooth implementation of IT changes within our organization, minimizing disruption and maximizing user adoption. You will work closely with cross-functional teams to plan, execute, and monitor change initiatives in alignment with organizational goals.

Key Responsibilities:

Change Management

• Coordinate and manage IT change requests, ensuring all changes are evaluated, tested, and implemented effectively.
• Analyze the impact of IT changes on business operations, identify risks, and propose mitigation strategies.
• Develop and maintain change management policies, procedures, and documentation.
• Act as a liaison between IT teams and stakeholders to ensure alignment and clear communication regarding change initiatives.

Process Optimization

• Identify and recommend process improvements to enhance change management effectiveness.
• Conduct post-implementation reviews to evaluate the success of changes and gather feedback for future improvements.

Collaboration and Communication

• Work with project managers, business analysts, and technical teams to ensure successful integration of IT changes into existing systems.
• Provide training and support to users impacted by IT changes.

Monitoring and Reporting

• Monitor the progress of change initiatives and prepare regular reports for senior management.
• Maintain a change management database or system to track changes and maintain audit compliance.

Qualifications and Skills:

• Education: Bachelor’s degree in Information Technology, Computer Science, Business Administration, or a related field.
• Experience:
• 3-5 years of experience in IT change management, business analysis, or a related role.
• Proven experience in coordinating complex IT change initiatives.
• Technical Skills:
• Familiarity with ITIL frameworks and best practices.
• Proficiency in change management tools (e.g., ServiceNow, Jira).
• Basic understanding of IT systems, infrastructure, and software development lifecycle (SDLC).
• Soft Skills:
• Strong analytical and problem-solving skills.
• Excellent verbal and written communication skills.
• Ability to manage multiple priorities in a fast-paced environment.
• Certifications (preferred):
• ITIL Foundation Certification.
• Prosci Change Management Certification or equivalent.

As a global payment system, Visa maintains a global anti-money laundering/counter-terrorist financing (AML/CFT) and sanctions program established under formalize policies and procedures.

In this role, the Quality Assurance (QA) Analyst will support the AML and Sanctions Program Governance Sr. Director in the quality assurance program. The AML and Sanctions Program Governance team member should be able to engage with credibility and authority across Visas global compliance and product teams. The ideal candidate should be able to work independently and be effective in a dynamic, matrixed environment under demanding timelines.

• Using subject matter expertise, perform quality assessment reviews on a sample and targeted basis across various business- as-usual processes

• Identify gaps, inconsistencies, and areas of improvement in processes and within applicable policies and procedures

• Proactively identify and report trends to management

• Prepare quality assurance reports and track responses

• Work with AML and Sanctions team leads to conduct root cause analysis and develop resolution plans

• Work with AML and Sanctions team leads to recommend changes in processes and procedures

• Track resolution cycles from beginning to end and document in a clear and concise manner

• Contribute to the development and implementation of new policies, checklists, and procedures

• Multi-task on various assignments in order to meet deadlines and expectations set forth by management

• Stay apprised of regulatory matters and developments through regular review of appropriate compliance publications and websites and by participating in relevant compliance conferences and other training events

• Perform various ad hoc tasks such as special projects as requested by management

• Assist management with requests from auditors and examiners, as needed

This is a hybrid position. Hybrid employees can alternate time between both remote and office. Employees in hybrid roles are expected to work from the office two days a week, Tuesdays and Wednesdays with a general guidepost of being in the office 50% of the time based on business needs.

In this role, you will have to:

• Analyze existing business process, workflows, and operations within the Program
• Identify process bottlenecks, inefficiencies, and areas for improvement
• Work closely with process owners to understand the requirements and pain points
• Collect, organize and analyze data  related to process performance, quality and KPIs
• Generate reports and insights  from data analysis to drive decision making 
• collaborate with clients and internal stakeholders to gather and document business requirements
• Translate business needs into clear and actionable requirements for process improvement
• Propose and design process improvements and optimization to meet client and company objectives
• Develop detailed process documentation, including flowchart and SOPs
• Manage and oversee the implementation of process improvement and changes 

Work Setup and Location: On-Site, Arayat st., Mandaluyong, Metro Manila

Work Schedule: Morning or Afternoon shift, Monday-Friday (8-hour shift only)

Experience Level: 3-5 years

No. of employees required: 7

About the Role:

We are looking for an experienced QA Tester/Analyst to join our quality assurance team. As a QA Tester/Analyst, you will be responsible for ensuring the quality and functionality of our software applications by conducting thorough testing and analysis. You will collaborate with developers, project managers, and business stakeholders to identify issues, track defects, and ensure high-quality deliverables throughout the software development lifecycle.

Key Responsibilities:

Test Planning and Strategy

• Develop and execute test plans, test cases, and test scripts based on business requirements and technical specifications.
• Define test scenarios and strategies for different types of testing (e.g., functional, regression, performance, security, usability).
• Work closely with stakeholders to gather and analyze requirements and define testing objectives.
• Collaborate with project teams to ensure comprehensive test coverage and quality standards.

Manual and Automated Testing

• Perform manual testing for web, mobile, and desktop applications, identifying bugs, issues, and inconsistencies.
• Develop and maintain automated test scripts using testing frameworks and tools (e.g., Selenium, JUnit, TestNG, or others).
• Conduct regression testing to ensure that new changes do not negatively affect existing functionalities.
• Perform functional, integration, user acceptance, and system testing on new software releases.

Defect Identification and Reporting

• Identify, document, and track defects, providing clear and actionable feedback to developers.
• Reproduce issues and work with development teams to troubleshoot and resolve defects in a timely manner.
• Maintain detailed records of test results, issue logs, and steps taken to replicate problems.
• Verify bug fixes and perform follow-up testing to ensure successful resolution of issues.

Collaboration with Development Teams

• Work closely with developers to understand the technical architecture and design of applications.
• Participate in daily stand-ups, sprint planning, and retrospectives to ensure alignment with development goals and timelines.
• Provide feedback on product features and functionality, focusing on usability and quality.
• Collaborate with cross-functional teams to ensure a smooth handoff between testing, development, and deployment stages.

Test Environment Setup and Configuration

• Set up and maintain test environments for manual and automated testing.
• Ensure test data is prepared and structured for accurate testing outcomes.
• Monitor test environments for stability, identifying and resolving issues that could impact testing.

Continuous Improvement and Best Practices

• Stay updated on the latest testing tools, technologies, and methodologies.
• Suggest improvements to current testing processes, workflows, and tools.
• Contribute to the development of best practices for testing and quality assurance across the team.
• Participate in code reviews and provide feedback on testing-related aspects of code development.

Documentation and Reporting

• Document and report test results, including defect details, status reports, and final test reports.
• Create test coverage reports, ensuring all functional and non-functional requirements are addressed.
• Communicate testing progress, risks, and issues to stakeholders and management.

Qualifications and Skills:

• Education: Bachelor’s degree in Computer Science, Information Technology, Software Engineering, or a related field.
• Experience:
• 2-4 years of experience in software testing, with a focus on manual and automated testing.
• Proven experience in identifying, analyzing, and documenting software defects.
• Experience with testing web, mobile, and desktop applications.
• Familiarity with the software development lifecycle (SDLC) and Agile methodologies (e.g., Scrum, Kanban).
• Experience with defect tracking tools (e.g., Jira, Bugzilla, or others).
• Technical Skills:
• Strong knowledge of testing methodologies (e.g., black-box testing, white-box testing, performance testing).
• Proficiency in using automated testing tools such as Selenium, JUnit, TestNG, Postman, or other test automation frameworks.
• Familiarity with version control systems (e.g., Git) and continuous integration tools.
• Experience with API testing (REST/SOAP) and tools such as Postman, SoapUI, or similar.
• Knowledge of database management and writing basic SQL queries for test data validation.
• Familiarity with performance testing tools such as LoadRunner or JMeter is a plus.
• Strong understanding of cross-browser and cross-device testing.
• Soft Skills:
• Excellent analytical and problem-solving skills with attention to detail.
• Strong communication skills, both verbal and written, with the ability to document issues clearly and concisely.
• Ability to work independently and as part of a collaborative team.
• Strong time-management skills, with the ability to prioritize tasks and meet deadlines.
• Ability to handle multiple tasks and work under pressure in a fast-paced environment.
• A proactive attitude toward improving processes and overall product quality.
• Certifications (preferred):
• ISTQB (International Software Testing Qualifications Board) certification or equivalent.
• Certified Software Tester (CST) or other relevant certifications.
• Experience with Agile frameworks and Scrum certification is a plus.

• Review transaction monitoring alerts to identify potential instances and trends of money laundering, terrorist financing, and other illicit activities.
• Analyze large volumes of transaction data efficiently and enhance the detection of suspicious activities.
• Conduct in-depth investigations, maintain accurate and thorough documentation.
• Prepare Enhanced Due Diligence (EDD) reports and other analytic reports, as necessary.
• Work closely with cross-functional teams to address AML concerns and implement effective risk mitigation measures.
• Contribute to the development and enhancement of internal policies and procedures.
• Perform other duties and responsibilities as assigned.

This is a hybrid position. Hybrid employees can alternate time between both remote and office. Employees in hybrid roles are expected to work from the office 2-3 set days a week (determined by leadership/site), with a general guidepost of being in the office 50% or more of the time based on business needs.

Work Setup and Location: On-Site, Arayat st., Mandaluyong, Metro Manila

Work Schedule: Morning or Mid-Shift, Monday-Friday (8-hour shift only)

Experience Level: 3-5 years

No. of employees required: 12

About the Role:

We are seeking a skilled Systems Analyst to join our team and play a key role in analyzing and improving our IT systems. You will work closely with both technical and business teams to understand system requirements, design solutions, and ensure seamless integration between software applications and business processes. The ideal candidate will have strong analytical skills, problem-solving abilities, and experience in system design, testing, and implementation.

Key Responsibilities:

Systems Analysis and Design

• Work with business stakeholders to gather and analyze system requirements, ensuring alignment with business goals.
• Design and document detailed system specifications, including functional and technical requirements.
• Develop system models, flowcharts, and diagrams to represent system architecture and processes.
• Provide recommendations for system improvements, new functionalities, and integrations to meet business needs.

System Development and Integration

• Collaborate with developers and IT teams to design, implement, and integrate new systems or system enhancements.
• Ensure system compatibility with existing IT infrastructure and business processes.
• Conduct feasibility studies and cost-benefit analyses for new system proposals.
• Support the implementation of new systems, ensuring proper system configuration, data migration, and user training.

Testing and Quality Assurance

• Develop and execute test plans to ensure system functionality, performance, and security.
• Identify, document, and resolve system issues during testing and post-implementation.
• Ensure that systems meet quality standards and comply with organizational policies.
• Coordinate with the QA team to perform system validation and ensure successful deployment.

Support and Maintenance

• Provide ongoing support and troubleshooting for existing systems, addressing technical issues and user queries.
• Monitor system performance, diagnose problems, and optimize system efficiency.
• Perform system upgrades, patches, and enhancements as required.
• Maintain detailed documentation of systems, configurations, and processes for future reference.

Collaboration and Stakeholder Communication

• Work closely with business analysts, developers, and other IT teams to ensure successful system implementation and alignment with business requirements.
• Communicate technical information effectively to non-technical stakeholders, ensuring clarity in system design and changes.
• Provide regular updates on system status, progress on projects, and potential risks to key stakeholders.

Qualifications and Skills:

• Education: Bachelor’s degree in Computer Science, Information Technology, or a related field.
• Experience:
• 3-5 years of experience as a Systems Analyst or in a similar role.
• Experience with system design, integration, and implementation.
• Knowledge of system architecture, databases, and software applications.
• Experience with system development methodologies (e.g., Agile, Waterfall).
• Technical Skills:
• Proficiency in system analysis and design tools (e.g., UML, flowcharting, wireframing).
• Strong understanding of programming languages (e.g., Java, SQL, Python) and system architecture.
• Familiarity with software development lifecycle (SDLC) and testing processes.
• Experience with database management, system configuration, and integration tools.
• Soft Skills:
• Strong analytical and problem-solving skills with attention to detail.
• Excellent communication skills, with the ability to explain technical concepts to non-technical audiences.
• Ability to work independently and collaboratively in a fast-paced environment.
• Strong organizational skills and ability to prioritize multiple tasks.
• Certifications (preferred):
• Certified Systems Analyst (CSA).
• ITIL Foundation.
• Agile Certified Practitioner (ACP).

Qualifications and Skills:

• Education: Bachelor’s degree in Computer Science, Information Technology, or a related field.
• Experience:
• 3-5 years of experience as a Systems Analyst or in a similar role.
• Experience with system design, integration, and implementation.
• Knowledge of system architecture, databases, and software applications.
• Experience with system development methodologies (e.g., Agile, Waterfall).
• Technical Skills:
• Proficiency in system analysis and design tools (e.g., UML, flowcharting, wireframing).
• Strong understanding of programming languages (e.g., Java, SQL, Python) and system architecture.
• Familiarity with software development lifecycle (SDLC) and testing processes.
• Experience with database management, system configuration, and integration tools.
• Soft Skills:
• Strong analytical and problem-solving skills with attention to detail.
• Excellent communication skills, with the ability to explain technical concepts to non-technical audiences.
• Ability to work independently and collaboratively in a fast-paced environment.
• Strong organizational skills and ability to prioritize multiple tasks.
• Certifications (preferred):
• Certified Systems Analyst (CSA).
• ITIL Foundation.
• Agile Certified Practitioner (ACP).

Garrets International is looking for a Stock Analyst Assistant who will be responsible for the monthly analysis and validation of vessels’ victualling rate performance, which is the main contribution to the business’s gross profit.

What you'll be doing:

• Monthly verification of consumption value and VR, through the analysis of the manning and stock reports submitted by the vessels
• Assessment of reasoning for vessels generating a VR that is not in line with budget, resulting in a loss
• Monthly closure of stocks on all vessels by the deadline set by Garrets management and external clients
• Query coding and prioritization of follow-up
• Effective communication and collaboration with all departments across the business to ensure efficient query resolution
• Delivery of SLAs on response time to client/vessel queries
• Understanding the functionality of the vessel workbook, and providing troubleshooting support when necessary
• Setting up a new vessel, including verification of its opening stock, and creating the workbook
• Closing down exit vessels, and providing the relevant information to the Accounts Receivable Team, for billing purposes
• Ensuring timely and accurate validation of the vessel’s receipt against the purchase order
• Ensuring timely and accurate purchase order receipts for non-provision

What we're looking for:

• Bachelor's degree holder.
• At least 5-7 years of data analyst experience
• Experience in Microsoft Office, with a minimum of intermediate in Excel.
• Knowledge of ERP system AX2012 is an advantage, but not a requirement
• Have a flair for numbers and an analytic mindset
• Quick learner of processes and new systems
• Are highly driven to assist your team in achieving its monthly KPIs
• Have business-level communication skills in English, written and spoken.
   

Location: Times Plaza Building, U.N. Avenue corner Taft Avenue, Manila

Work Set up: Work Onsite

Service Owner- CIT Monitoring Center

Job Description

We are seeking a dynamic, transformational Service Owner to join the Corporate IT  Monitoring Center. The Service Owner has a pivotal role within the End User Support organization, responsible for the strategic direction, performance, and continuous improvement of services provided by the Service Desk Team. This role is essential in ensuring the services align with business vision, drive strategy and deliver significant value to stakeholders.

Key Focus Areas

The ideal candidate should be passionate about: 

• Transformational Leadership - Drive transformational change within the service by identifying and implementing innovative solutions that address evolving business needs.

• Service Efficiency - Oversee the efficient operation of the service, ensuring optimal performance and swift resolution of any issues.

• Continuous Improvement - Drive continuous improvement initiatives to enhance service quality, informed by performance data and stakeholder feedback.

• Automation/Self Services – Be passionate about automating and simplifying process and drive a culture of self-services

• Strategic Alignment - Ensure that the service's strategic direction is closely aligned with the organization's goals and objectives.

• Stakeholder Engagement - Maintain strong relationships with all stakeholders, ensuring their needs are met and expectations managed.

• Risk Management - Proactively identify and mitigate risks to ensure uninterrupted service delivery.

Key Responsibilities:

The Service Owner will drive transformational change within the services provided, ensuring it evolves to meet future business needs and technological advancements.

• Service Transition - Manage the transition or intake  of new or changed services into the operational environment, ensuring minimal disruption to existing services and operations. Identify and manage risks associated with the service, ensuring that any potential issues are mitigated before they can impact the service. Track volume/issues of services transition

• Service Operation - Oversee the day-to-day operation of services, ensuring they meet agreed-upon service levels and performance targets. Ensure that the service is delivered effectively and efficiently. Responsible for any issues that arise and must ensure that they are resolved in a timely manner. Responsible to run Operational Reviews.

• Capacity and Demand Management - Define and manage capacity and demand for the services in a way that anticipates future growth and transformational needs. Ensure the service can scale efficiently to meet changing organizational demands.

• Service Improvement - Continuously monitor service channels and review performance metrics to identify transformational opportunities for improvement. Leverage data analytics and data insights to drive OKRs (Objectives and Key Results) that enhance service quality and effectiveness.

• Stakeholder Management - Engage with and manage relationships with End User Support, Business Partners, and Business stakeholders involved in the service, ensuring communication and collaboration. Ensure stakeholder needs are anticipated, met, and expectations are managed throughout the service lifecycle.

• Risk Management - Identify, assess, and manage risks associated with the service, with a focus on transformational risk mitigation strategies. Ensure that potential issues are proactively addressed before they impact service delivery.

• Compliance - Ensure the services comply with all Corporate Key Controls, and organizational policies, ensuring the service remains fully compliant.

• Collaboration - Collaborate with peer stakeholders across other End User Systems operations engineering functions to drive improvements.

• ITSM Expertise - Lead transformational initiatives to improve ITSM practices within the organization and provide guidance on best practices.

• Budgeting and Cost Management - Ongoing transformational approach, seeking cost-saving opportunities while maintaining or enhancing service quality. Monitor financial performance to ensure alignment with organizational goals and recommend adjustments as needed.

This is a hybrid position. Hybrid employees can alternate time between both remote and office. Employees in hybrid roles are expected to work from the office 2-3 set days a week (determined by leadership/site), with a general guidepost of being in the office 50% or more of the time based on business needs.

• Organize and lead in determining the IT business needs of the organization; create business scenarios, system flowchart, & acceptance criteria
• Map business processes and formulate a systems process flow based on the former.
• Recommend and formulate changes to processes or systems that align with business objectives and improve performance & efficiency.
• Lead & facilitate discussions between business users and technical teams to ensure clear understanding and alignment on project goals.
• Able to translate business needs into technical requirements for IT systems or software.
• collaborate with developers and engineers to design or configure systems that meet the identified requirements.
• Develop test plans and perform testing to ensure that the implemented solutions work as intended.

• 1.           Bachelor’s degree in any course related to Information Technology
• 2.           At least 2-3 years of work experience related and focused on Business Process Analysis, Systems Analysis, Systems Design and Analysis, Project Implementation and other system development related activities.
• 3.           Knowledge about any programming language, database, & server application solutions is a huge plus.
• 4.           Working knowledge of basic IT support services such as: Software and Applications trouble shooting and use of commonly used software products (e.g., MS Office, MS Windows and Internet tools).
• 5.           Basic Networking Skills.
• 6.           Working knowledge on basic programming and internet tools (e.g. Web Browsing, FTP, HTTP, HTTPS).
• 7.           Sound Documentation and Communication Skills.
• Must have accounting background.

• Government Mandated benefits (SS, Pag-Ibig, Philhealth)
• 13th Month
• Vacation/Sick Leave
• Emergency Leave
• Statutory Leave
• HMO

About You  

Do you have a strong interest in environmental, social, and governance issues?  Do you love working with data, attention to detail, and looking for multiple sources to validate your research? Do you strive for operational excellence and productivity? Are you very reliable and do you meet the high-quality standards of a premium product?  Do you have excellent English writing and communication skills with an analytical mindset coupled with critical thinking?  Furthermore, are you a resourceful problem-solver who can cooperate well with different departments? Are you not satisfied with the status quo and constantly think of ways to improve and develop as an individual? Do you have a willingness to learn new processes and technologies?  Are you a team player with the ability to deliver agreed upon tasks within deadlines?  Are you open to challenge and develop yourself though training and self-study?  Do you drive for results and deliver on agreements, bringing tasks to a successful conclusion? 

If the answer is YES and you love to work as hard as you play - this might be the perfect role for you! 

Your Responsibilities  

As a RepRisk® Junior Business Information Analyst, your focus is the creation and maintenance of RepRisk’s datasets focused on companies and infrastructure projects which are vital inputs to the ESG Research, Products, and Sales departments through the RepRisk® ESG Risk Platform.  Part of your responsibilities would include matching client company records that were not automatically matched to the RepRisk database by our internal tools.  You will also be responsible for the accuracy and maintenance of entities in the RepRisk database by performing scheduled reviews, cleanups, and special projects. The position will also expose you to other special tasks as needed.  The work includes analysis, data management and quality control, as well as encoding and clerical tasks. 

This role will report directly to the Business Information Research Team Leads in the Manila office.  Moreover, you will: 

• Create and maintain RepRisk’s datasets focused on companies, NGOs, infrastructure projects, etc. associated with environmental, social, and corporate governance issues 

• Research, validate and encode relevant data, assuring the quality of entity level information before entering it into the RepRisk database in accordance with RepRisk standards 

• Responsible for the accurate, timely and comprehensive updates of RepRisk’s datasets including structure and relationships (subsidiaries, affiliates, etc.) and associated corporate actions resulting from M&As, spin-offs, reorganizations, and other corporate actions 

• Match client-provided entities with the entities in the RepRisk database 

• Work with the Business Information Research Leads and other Business Information Research Analysts to ensure projects are completed in timely manner   

• Extract entity information using proprietary tools for entity matching 

• Be assigned as “point person” to oversee different projects/tasks and assist other Analysts  

• Perform other ad hoc tasks as needed 

Client Services Commercial and Money Movement Solutions provides industry-leading and operational support to Visa’s clients around the world. With our deep knowledge and expertise, we are a key internal partner to Technical Solutions and Product teams bringing the voice of the client into the design, development and successful deployment of Visa products and solutions. The Money Movement Support Analyst will be part of our Client Services team within the Global Contact Center organization. The Analyst will be a subject matter expert across the Commercial and Money Movement Solutions landscape in all regions. This includes B2B payments, cross-border payments, expense management, travel solutions, compliance, and data solution products. The candidate will need to understand all related integration to these commercial products and platforms.

The Analyst is a client-facing, position responsible for providing technical support and solutions to Visa’s commercial FI clients & processors and acts as primary and escalation point of contact when standard procedures have failed to resolve issues. The Analyst also needs to ensure that escalations are proactively and professionally managed to deliver a great client outcome. This includes partnering with Visa Technology teams to resolve complex technology issues and leveraging deep knowledge of the client experience to propose potential enhancements. As such, the Analyst may act as a senior client liaison, carrying the voice of the client to their team, leadership, and internal partners.

The Analyst will have exceptional relationship skills as well as a good understanding of the company's technical products. In this role, it is critical to build a wide stakeholder network and develop cross-functional influence to achieve positive outcomes for clients and represent the voice of the client. The Analyst will partner with global peers to collaborate on processes and solutions and ensure consistent delivery of services across the globe.

Responsibilities

* Provide mentoring and support to team members to ensure a culture of empowerment, accountability and motivation exists within the team

* The Analyst serves as an escalation point (available 24x7) for clients for all day-to-day support of all Commercial and Money Movement Solutions products, services, processing questions and issues and leads internal and external recovery efforts of product and/or processing service interruptions.

* Provide technical and operational support to financial institution, act as the voice of the client to other internal groups, including the Product and Technical teams

* Understand customer needs, business requirements, and priorities to develop solutions and recommendations based on business needs

* Accountable for the resolution of all customer requests within agreed commercial timeframes

* Develop operational relationships with our financial institutions and key stakeholders.

* Identify trends and patterns to quickly address and limit client impact as well as improve client experience in the short and long term

* Manages business relationships with clients and partners to develop solutions and/or create complementary products/services

* Proactively resolve, own and manage stakeholder communication on all business & technical problems

* Lead discussions, representing products and services from both a technical and business perspective.

* Manage technical communications with customer services team

* Partner with platform & product teams to identify enhancements and reduce incidents

* Establish and foster relationships with internal stakeholders at all levels of management. Work to maintain and grow client relationships while ensuring excellent ongoing client service

* Represent the voice of the client to internal stakeholder organizations through accurate business requirements and ongoing advocacy. Ensure team advocates for client needs with internal stakeholder organizations

* Develop cross-functional influence to ensure execution on client needs and resolution of complex technical issues

* Proactively identify and solve complex problems that impact the management, relationship, and direction of the business

* Maintain workflow balance and reduce case resolution times

* Acts as an escalation point for service issues impacting clients. Effectively manage escalations ensuring the optimal balanced outcome for both clients and Visa

* Proactively identify operational opportunities and implement recommendations

* Develop and implement strategic plans, operational initiatives, and projects for continuous improvement

This is a hybrid position. Hybrid employees can alternate time between both remote and office. Employees in hybrid roles are expected to work from the office 2-3 set days a week (determined by leadership/site), with a general guidepost of being in the office 50% or more of the time based on business needs.

Client Services provides industry-leading operational support to Visa’s clients around the world. With our deep knowledge and expertise, we bring the voice of the customer into the design, development and successful deployment of Visa products and services. We are trusted partners to Visa’s clients, providing expertise to support and successfully grow their business.

We are trusted partners to Visa’s clients, providing expertise to support and successfully grow their business.

What a Technical Solutions Analyst does at Visa:

Commercial and Money Movement Solutions (CMS) Client Services team provides industry-leading implementation and operational support to Visa’s clients around the world. With our deep knowledge and expertise, we are a key internal partner to product and technology, bringing the voice of the customer into the design, development and successful deployment of Visa products and services. As part of the Technical Solutions team, the role provides technical support to financial institutions who utilize CMS product suite to provide Value Added Services and transactional processing services to their corporate clients.

 In this role, you are expected to:

• Provide high value customer service support to clients, ensuring customer expectations are exceeded, and be the voice of the client

• Participate in cross functional customer service delivery initiatives across clients and Visa internal teams

• Coordinate internal resources to accomplish client’s and Visa’s objectives

• Drive problem and communication management for any critical issue affecting a client, or client issue affecting Visa

• Proactively notify clients regarding any widespread or business critical problems with CMS product suite.

• Build and enhance positive working relationships with key clients and internal stakeholders

• Engage Technology Operations and Product organizations to regularly review and identify permanent solutions to frequently encountered operational issues

• Educate and train clients on best practices for CMS product suite

• Represent Client Services from the operational perspective in the execution of difficult and mildly complex customer change requests, system or new operational requirements.

• Negotiate and manage expectations of clients and internal stake holders

• Develop and manage operational initiatives, special projects and client-driven continuous improvement plan

This is a hybrid position. Hybrid employees can alternate time between both remote and office. Employees in hybrid roles are expected to work from the office 2-3 set days a week (determined by leadership/site), with a general guidepost of being in the office 50% or more of the time based on business needs.

Job Description

• Assist in requirements analysis and solutions design.
• Assist in project management deliverables (network matrix, implementation plan, etc.)
• Provide configuration, and administration support for one or more of the following platforms: a.) Microsoft 365 b.) AWS c.) JumpCloud d.) CrowdStrike e.) Slack f.) Atlassian g.) Docusign h.) ProofPoint. i.) GlobalSign
• Assist in Knowledge Transfer for the implemented solutions.
• Work with Security Governance Team to ensure compliance with Cybersecurity-related regulations and industry standards.

Minimum Qualifications

• Strong analytical and planning skills;
• Good communication and presentation skills;
• Excellent problem-solving skills;
• Knowledge in cyber security-related duties such as incident detection and response, and forensics;
• Up to date knowledge of the latest cybersecurity trends
• Knowledge and experience in the following:

Microsoft 365
AWS
JumpCloud
CrowdStrike
Slack
Atlassian
Docusign
ProofPoint
GlobalSign

• Experience in CrowdStrike is an advantage
• With experience in Incident Response
• Willing to work FULLY ONSITE

What an Analyst in Loyalty Technical Solutions does at Visa:

As an Analyst, you will be a member of a team of highly motivated experts who specialize in Visa’s loyalty systems and solutions. You will leverage our capability to deliver strategic and innovative solutions for new campaign offerings and provide superior post-launch account management activities for our AP clients.

In this role, you are expected to:

• Foster close partnership and collaboration with key internal groups such as Product, Technology, Sales and Client account teams to deliver growth objectives, meet client and stakeholder needs 
• Communicate and engage with diverse functional stakeholders throughout service delivery
• Embrace and implement new methodologies on an ongoing basis as the business scales within the organization
• Influence decision makers at staff, senior & executive management levels within Client & Visa organizations through a combination of negotiation & consultative output
• Use technical expertise blended with business acumen to solve complex problems
• Act as the primary point of contact, coordinating and communicating the resolution of key client incidents or problems
• Be the subject matter expert by leveraging deep knowledge of client pain points and creative problem-solving skills to propose potential enhancements and solutions

Why this is important to Visa:

As an Analyst, you play a pivotal role in ensuring that you and your team are fully capable and confident of implementing campaigns that are completed timely, cost effectively, accurately and reliably.

This role provides you an excellent opportunity to deepen client partnerships by driving value to our clients, and delivering and optimizing services that will help grow their business.

This is a hybrid position. Hybrid employees can alternate time between both remote and office. Employees in hybrid roles are expected to work from the office 2-3 set days a week (determined by leadership/site), with a general guidepost of being in the office 50% or more of the time based on business needs.

Job Description:

As a member of the EUS Workstation Vulnerability Remediation team, the Sr. Operation Analyst will report to the Manager – Endpoint Vulnerability Remediation and will be responsible for day-to-day operational support with timely rollout of security patches, ensuring 100% compliance, drive and implement automation efforts on both Windows and Mac environment. This role will extensively support the U.S during business hours. This is a critical role that will work with cross functional teams on improving process, finding automation opportunities, working on exceptions with cybersecurity and other project-based requirements, in addition to the operational body of work.

Essential Functions:

• Create software packages utilizing Bigfix, JAMF and SCCM

• Understands, follows and implements best practice methodologies for monthly OS patching and vulnerability remediations of 3rd party software’s in the environment.

• Design and implement automated solution that take advantage of technology advances, allow cost reduction, standardization and commoditization.

• Drive innovation and collaboration with Operations partners globally to reduce redundant work and improve efficiency.

• Improve processes and support methodologies by assessing need and requirements.

• Manage, triage and drive resolution of Operations escalations. Be predictive, and drive reduction of those same escalations.

•  Act as the point person for Exception Management/requests

• Willing to cover and support U.S. business timings extensively

This is a hybrid position. Hybrid employees can alternate time between both remote and office. Employees in hybrid roles are expected to work from the office 2-3 set days a week (determined by leadership/site), with a general guidepost of being in the office 50% or more of the time based on business needs.

The role will be responsible for supporting end-to-end project accounting life cycle activities for assigned accounts and projects. The role will be involved with stakeholder coordination to execute processes that will drive the completion of assigned projects.

Responsibilities & Duties: 

• Perform routine and assigned tasks that support ongoing projects in compliance with the contract, service level agreement, define methodologies, and procedures.
• Assist in reviewing projects for accurate revenue recognition.
• Support data gathering and report generation requirements to support various reporting requirements for each project.

• Escalate identified issues and concerns to the Team Lead for timely resolution.
• Maintain the SOP/DTP of current processes and incorporate documentation updates as required.
• Perform multiple routine tasks in compliance with service level agreement, process, policies, and procedures.
• Gather information and documentation to assist in investigating and in resolving issues within the assigned process.
• Perform POOL transactional task and provide assistance in resolving employee center tickets.

Team Summary

Client Services provides industry-leading operational support to Visa’s clients around the world. With our deep knowledge and expertise, we bring the voice of the customer into the design, development and successful deployment of Visa products and services. We are trusted partners to Visa’s clients, providing expertise to support and successfully grow their business.

The Client Delivery team is responsible for designing the client service experience for new solutions and delivering end-to-end client implementations for products, solutions, infrastructure, and new client onboarding.

What an Analyst, Service Delivery does at Visa:

The Service Delivery team is a talented team of professional services organization responsible for overall technical program management and implementations, with a focus on implementation services provided to Clients, including but not limited to, enabling a broad range of products and solutions, supporting complex processing modifications, and general tactical initiatives for Visa clients across the Asia Pacific (AP) region.

This position serves as Visa Project Manager for implementation services provided to Clients, including but not limited to, enabling a broad range of products and solutions, supporting complex processing modifications, and general tactical initiatives for Visa clients across the AP (Asia Pacific) region.

This is an individual contributor responsible for solving complex problems, serving to gather and document project requirements while providing client consultative guidance on Visa regulations, fees, features, and functionality. 

In this role, you are expected to:

• Lead and execute high quality project management support to Visa clients and processors to ensure client expectations are met in line with agreed timelines
• Coordinate directly with clients to analyze card program setup requirements to implement Visa products and services to support the business and formulate implementation solutions 
• Confidently manage client projects in parallel to product developments and a changing landscape 
• Build and enhance positive working relationships with key Visa client institutions, processors, and internal stakeholders
• Be able to communicate complex, technical concepts in a focused and well-organized manner 
• Be able to learn and acquire knowledge in modern technologies in keeping step with market developments 
• Good analytical skills, not just for problem analysis, but to use technical acumen for reviewing appropriateness of technical or project documents and in integrating systems solutions 
• Prepare and maintain detailed project plans, risk/mitigation plans, status reports, and issues logs to enhance internal and external communications
• Represent client system and operational requirements to internal Visa organizations
• Be an active contributor in a high-performing, supportive, and inclusive team culture
• Constantly create good functional collaboration with internal and external stakeholders, by being able to speak confidently with a professional demeanor 
• Be accountable for delivering agreed objectives. Be responsible for own workflow assignments and must be able to take the initiative to resolve problems and ensure delivery on commitments, leveraging your immediate manager for guidance and direction where needed
• Coordinate internal Visa resources to ensure delivery on commitments 

Why this is important to Visa:    

The role works across a breadth of internal and external stakeholders to achieve the stated project objectives. If required, this role escalates projects that are in jeopardy and works with line management within Visa and the Client organization to make decisions that bring needed resources to resolve any issues. The role serves as a technical/functional specialist and works independently with guidance only in the most complex situations.  

Projects you will be a part of:

Client implementation projects are the gateway to new business and increased revenue for Visa, as well as being key to helping our clients achieve their business objectives. The team leads project discussions with Visa Clients to achieve a timely and error free implementation of new Visa products and services and/or add-on of Visa programs. This role is responsible for solving complex problems and taking a broad perspective to identify innovative solutions.

If you are passionate about efficient project delivery that meet key business needs, love to apply your business acumen to solve unique or complex problems and get excited about delighting our clients through successful and efficient project execution, then this is the role for you.

Job Summary:

The Credit Analyst plays a pivotal role in the assessment and evaluation of financial information provided by applicants, utilizing a comprehensive set of criteria to make recommendations to Management regarding the credit viability and creditworthiness of customers. This position also assists the Credit Manager in enforcing credit policies and internal control measures.

Duties and Responsibilities:

Customer Credit Evaluation and Customer Master File Maintenance:

1. Ensure the submission of complete documentary requirements by the Customer before commencing credit evaluation, as specified in the Customer Application Form (CAF).
2. Conduct timely and thorough credit investigations by verifying information provided in the CAF through communication with the customer's top Suppliers and Banking Institutions. Whenever possible, perform on-site inspections of the applicant's site, farm, store, office, and residence to assess their financial capabilities, in addition to financial statement analysis.
3. Verify the signing, notarization, and provision of Credit Line Agreements (CLA) to new customers. In cases where agreed credit limits change or increase, ensure that a new CLA is prepared to cover these changes. Maintain these CLAs in a Customer File for future reference, alongside the submitted required documents.
4. Ensure the prompt setup and creation of accounts in the CRM Salesforce and SAP (Systems Application and Products) to be used by various departments for order processing.
5. Monitor the development of delinquent accounts, and if necessary, oversee the account turnover to legal, with credit analysts or credit specialists handling this process.
6. Act as the company's representative in legal collection activities, with the credit analyst or credit specialist having full responsibility in such cases.
7. Maintain regular visits to customers, providing updates to the company on any changes in the customer's business compared to the time of application. Assist the team in addressing concerns related to Accounts Receivable and offer recommendations and proposed solutions.
8. Monitor the risk coverage in relation to available collateral (BG, SBLC, REM) and advise the AVP & VP for Sales when credit limits exceed the collateral provided. Seek approval for collateral offerings.
9. Ensure the necessary Loan Agreements (Real Estate Mortgage, Truck Loan Agreement, Gilt & Repop Loans, Ready to Lay (RTL), and Building Loan Agreements) are signed, notarized, and registered with the Registry of Deeds.
10. Assist the Sales department in verifying and evaluating Real Estate Properties offered as collateral before accepting them.
11. Seek approval to secure professional assistance for real estate assessment to make appropriate recommendations on provided credit limits.

Reporting:

1. Ensure the accurate and timely submission of month-end reports on Customer Set up, emphasizing the timeliness and accuracy of Customer Set up.
2. Submit Customer Visit Reports to AVP & VP for Sales and the Credit Management Team in a timely manner, sharing findings and recommendations resulting from customer visits.
3. Provide information on property description, location, and valuation regarding Real Estate evaluations conducted prior to accepting property as collateral, coordinating with professional assessors.
4. Report any delays in the submission of CLAs and Loan Agreements by the Customer, Territory Business Managers (TBMs) and Key Accounts Managers (KAM) to the Credit Management Head and F&N and Agri Business Sales Heads.

Your responsibilities will be, but not limited to:

• Assist in the monthly group management reporting process including financial results review and preparation of presentations to Group Finance.
• Prepare monthly flash sales and KPI reports with commentary to management
• Perform variance analysis per business unit/ department and communicate with budget owners about financial results.
• Collaboration with Accounting team to ensure accurate classification of expenses
• Business partnering to key stakeholders and senior management, provide strategic views to ensure profitability of the business
• Contribute to the design and implementation of management reporting policies and process
• Assist in the automation of financial KPI dashboard in Tableau (group BI tool)
• Support the group annual budget process
• Drives process improvements to ensure efficiency and effectiveness

At Keywords, we are using our passion for games, technology and media to create a global services platform for video games and beyond. Our aim is to become the “go to” provider of technical services.

We enable leading content creators and publishers to leverage our expertise and capacity across the lifecycle of interactive content. In so doing we empower our clients to remain lean and agile, and to focus on creating the most engaging experiences.

Keywords is trusted and relied upon by many of the world’s leading video game companies to work alongside them during concept, development and live operations by leveraging the breadth and depth of our industry leading service lines every step of the way. www.keywordsstudios.com

We are seeking a highly skilled and experienced Support Bar Analyst to oversee first and second line support across our studios, globally.

The successful candidate will be responsible for overseeing the delivery of IT support and service desk operations for our local office and ensuring our team is providing an efficient and effective service to our internal users.

This is an excellent opportunity for a Support Bar Analyst with excellent communication and leadership skills, who is looking to make an impact within a fast-paced and dynamic environment. This role reports to the Head of Local Support and will involve working closely with colleagues in other offices to deliver a seamless service to our users.

DUTIES AND RESPONSIBILITIES

Full scope of tasks including but not limited to:

• Act as front-line support for local and/or time zone-based employees.

• Serve as the main point of contact for our customers via email, walk ups, and chat support.

• Respond promptly and professionally to customer inquiries and troubleshoot issues related to our products and services.

• Utilize relevant software and databases to effectively diagnose, track and resolve customer issues and address complaints.

• Maintain accurate records, including call logs and ticketing systems, to track customer interactions and issue resolution.

• Collaborate with other teams to identify and resolve technical issues.

• Stay up to date with industry trends and provide input on continuous improvement to the Helpdesk and customer service workflows.

• Identify and escalate issues requiring urgent attention to the appropriate parties.

• Ensure SLAs are met and that our internal users are provided with an exceptional user experience.

• Ensure that all IT assets in the local office are managed and maintained to a high standard.

• Ensure compliance with all relevant regulations and legislation related to workplace services, health and safety, and environmental management.

• Collaborate with other senior leaders and stakeholders to build a strong culture of innovation, continuous improvement, and learning across the organization.

• Global experience within a business services environment and ideally video games development and/or working in a highly technical development environment.

• Strong knowledge of first and second line support operations.
• Strong knowledge of ServiceNow and industry trends.
• Excellent relationship building skills.
• Ability to work in a matrix management environment.
• Proven work experience in a customer service or Helpdesk role.
• Excellent communication and active listening skills with a customer-first mindset.
• Ability to operate effectively in a dynamic, fast-paced environment and multitask effectively.
• Ability to learn quickly and adapt to new software applications and technologies.
• Excellent problem-solving and conflict resolution skills.
• Strong customer service orientation, with a focus on delivering high-quality services to employees and stakeholders.

• Great Place to Work certified for 4 consecutive years
• Competitive compensation and benefits
• Global exposure