Analyst, Digital Support Operations

Western Union; Philippines; Hybrid; PHP 1,000,000 - 1,400,000; Full time

Job summary

Western Union is seeking an Analyst to investigate and resolve complex customer and platform incidents within SLAs, leveraging analytics tools to improve performance and customer experience. The role collaborates across Operations, Technology, Product, Compliance, and Business teams globally to drive timely resolutions.

You will mentor peers, drive continuous improvement, and maintain clear incident documentation while ensuring effective stakeholder communication and service quality.

Qualifications

• Bachelor’s degree in computer science, information technology, or a related field.
• 4–6 years of experience in technical support, operations, incident management, or a related tech-focused role.
• Strong analytical, troubleshooting, diagnostic, and problem-solving skills with a proactive, customer-focused mindset.

Responsibilities

• Investigate and resolve complex customer and platform incidents within SLAs, coordinating across multiple teams.
• Manage urgent and executive escalations through investigation, impact assessment, communication, and resolution.
• Analyze platform performance, customer journeys, and business metrics to identify issues, trends, and improvement opportunities.
• Monitor digital funnels and transaction activity to detect conversion barriers, failures, and service disruptions.
• Maintain accurate incident documentation and provide actionable recommendations.
• Mentor team members and promote troubleshooting best practices.

Skills

Analytical skills

Troubleshooting

Problem-solving

Communication skills

Self-motivation

Education

Bachelor's degree in Computer Science / Information Technology / related field

Tools

Amplitude

Dynatrace Grail

Quantum Metric

Microsoft Office

Microsoft Power Platform

Job description

At Western Union, we're more than a trusted name in global payments. We're moving beyond remittances, beyond cash, and beyond the expectations of our customers.

Our talented teams enable us to transform into a digital-first company, built on the strength of our retail foundation and powered by next-generation payments. All this with the goal of helping people prosper.

Our customers inspire us to push boundaries and create services that make life easier and communities stronger. Wherever you are in the world, we're committed to shaping the next generation of financial experiences.

Join us as we go beyond and be part of a team that's redefining what's possible.

Role Responsibilities

As an Analyst, you will be responsible for investigating and resolving complex customer and platform incidents within established SLAs, including high-priority and executive escalations. The role involves analyzing digital platform performance, customer transaction journeys, and business metrics using tools such as Amplitude, Dynatrace Grail, and Quantum Metric to identify issues, trends, and opportunities for improvement. You will collaborate closely with Operations, Technology, Product, Compliance, and Business teams to drive timely resolutions, manage customer complaints, maintain clear stakeholder communications, and ensure accurate incident documentation.

Additionally, you will provide guidance to team members, contribute to continuous improvement initiatives, and help enhance operational procedures, knowledge resources, and support practices to improve service quality and customer experience.

• Resolve complex customer and platform incidents within SLAs, coordinating across multiple teams.
• Manage urgent and executive escalations through investigation, impact assessment, communication, and resolution.
• Analyze platform performance, customer journeys, and business metrics to identify issues, trends, and improvement opportunities.
• Monitor digital funnels and transaction activity to detect conversion barriers, failures, and service disruptions.
• Manage customer complaints and maintain effective stakeholder communications to ensure timely resolution.
• Maintain accurate incident documentation and provide actionable recommendations.
• Mentor team members and promote troubleshooting best practices.
• Drive continuous improvement initiatives and enhance operational processes, knowledge resources, and support playbooks.

Role Requirements

• Bachelor's degree in computer science, Information Technology, or a related field.
• 4-6 years of experience in technical support, operations, incident management, or a related technology-focused role.
• Strong analytical, troubleshooting, diagnostic, and problem-solving skills with a proactive, customer-focused mindset.
• Ability to work independently with minimal supervision while effectively prioritizing workloads in a fast-paced, high-volume environment.
• Excellent verbal and written communication skills, with the ability to collaborate and build relationships with global stakeholders.
• Solid understanding of networking, operating systems, hardware, storage, and enterprise applications.
• Proven ability to quickly learn and adapt to new technologies, tools, and processes.
• Strong data analysis skills with proficiency in Microsoft Office and Microsoft Power Platform tools.
• Ability to manage multiple priorities and projects simultaneously while maintaining attention to detail.

Work Shift

HYBRID - Western Union values in-person collaboration, problem solving, and ideation whenever possible. We believe this fosters common ways of working and supports how we execute initiatives for our customers. The expectation is to work from the office for a minimum of three days.

Benefits

You will also have access to short-term incentives, multiple health insurance options, accident and life insurance, and access to best-in-class development platforms, to name a few. Please see the benefits below specific to your country. If applicable, additional role-specific benefits will be mentioned during your interview process or in an offer of employment.

Your Philippines Specific Benefits Include

• Paid sick leave and vacation leave
• HMO coverage with dependents from day 1 of employment, subject to insurer's review
• Hybrid working arrangement

Other Details

We are passionate about honoring our employee's identity and fostering a feeling of belonging. Our commitment is to provide an inclusive culture that celebrates the unique backgrounds and perspectives of our global teams while reflecting the communities we serve. We do not discriminate based on race, color, national origin, religion, political affiliation, sex (including pregnancy), sexual orientation, gender identity, age, disability, marital status, or veteran status. The company will provide accommodation to applicants, including those with disabilities, during the recruitment process, following applicable laws.

Estimated Job Posting End Date:

12-15-2026

This application window is a good-faith estimate of the time that this posting will remain open. This posting will be promptly updated if the deadline is extended or the role is filled.