Data & Insights Analyst

Travelport; Makati; Hybrid; PHP 1,845,018 - 3,075,031; Full time

Job summary

Travelport is seeking a Data & Insights Analyst in the Philippines to support data analysis and reporting in customer support. This role involves collaborating with UX teams and product owners to derive actionable insights from ServiceNow CSM data.

The ideal candidate will have a relevant bachelor’s degree and a strong interest in data analysis. We offer competitive benefits with a hybrid working model. Apply now to join our equal opportunity employer team!

Qualifications

• Bachelor’s degree (or near completion) in Data Analytics, Information Systems, or related field.
• Strong interest in data analysis and customer experience.
• Good written and verbal communication skills in English.

Responsibilities

• Perform data analysis on ServiceNow CSM data for reporting.
• Support creation and maintenance of dashboards and reports.
• Monitor trends and identify anomalies in customer support performance.

Skills

Data analysis and interpretation

Dashboarding and reporting fundamentals

Clear communication of data findings

Customer‑centric thinking

Education

Bachelor’s degree in Data Analytics or related field

Tools

Excel

BI tools

Job description

DATA & INSIGHTS ANALYST | PHILIPPINES

Role Overview

The Data & Insights Analyst – ServiceNow CSM is responsible for supporting data analysis, reporting, and insight generation related to customer support performance and digital customer experience within the ServiceNow Customer Service Management (CSM) platform.

This role focuses on turning CSM data—cases, channels, customer behavior, AI performance, and operational metrics—into clear, actionable insights that help product, UX, and platform teams improve customer support outcomes.

The Data & Insights Analyst works closely with UX teams, ServiceNow platform leads, and the CSM Product Owner, contributing to data‑driven decision‑making across the product lifecycle.

Key Responsibilities

• ServiceNow CSM Data Analysis & Reporting
• Analyze ServiceNow CSM data such as case volumes, resolution times, SLAs, backlog, and contact channels
• Support creation and maintenance of dashboards and reports using ServiceNow Performance Analytics and reporting tools
• Ensure data accuracy, consistency, and timely availability for stakeholders
• Monitor trends and identify anomalies or recurring patterns affecting customer support performance
• Customer Experience & UX Insights
  • Partner with UX teams to provide data‑driven insights on customer journeys and digital support usage
  • Analyze customer behavior on portals and contact channels (where available)
  • Support measurement of usability improvements and UX changes
  • Translate data findings into clear insights that inform experience design decisions
• AI & Digital Support Insights (CSM Scope)
  • Support analysis of Virtual Agent and Now Assist for CSM performance
  • Track metrics such as containment, deflection, fallback rates, and failed interactions
  • Identify opportunities to improve AI effectiveness and customer self‑service
  • Collaborate with AI agent and QA roles to validate impact of changes
• Collaboration with Product & Platform Teams
  • Work with the Product Owner to define data and KPI needs for the CSM backlog
  • Support sprint reviews and roadmap discussions with relevant insights
  • Collaborate with platform leads to understand data structures, upgrades, and reporting impacts
  • Help align operational metrics with product and business goals
• Platform Upgrade & Change Impact Analysis
  • Support data validation and reporting during ServiceNow platform upgrades and service pack releases
  • Compare pre‑ and post‑upgrade metrics to identify unexpected impacts
  • Assist in verifying reporting continuity and data integrity after upgrades
  • Document findings and observations related to platform changes

Required Qualifications

• Bachelor’s degree (or near completion) in Data Analytics, Information Systems, Computer Science, Business Analytics, or related field
• Strong interest in data analysis, reporting, and customer experience
• Basic understanding of relational data and reporting concepts
• Good written and verbal communication skills in English
• Analytical mindset with attention to detail and accuracy

Preferred (Desirable)

• Exposure to ServiceNow reporting, Performance Analytics, or CSM
• Initial experience with dashboards, KPIs, or operational reporting
• Familiarity with customer support or service operations metrics
• Experience using Excel, BI tools, or analytics coursework/projects

Skills & Competencies

• Data analysis and interpretation
• Dashboarding and reporting fundamentals
• Customer‑centric and insight‑driven thinking
• Clear communication of data findings
• Collaboration with UX, Product, and Platform teams
• Willingness to learn enterprise platforms and AI metrics

Benefits

We offer a package and benefits that are competitive with hybrid working.

We are an equal opportunities employer and will consider all qualified applicants purely on their skills and abilities. We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform crucial job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation, if needed.