Global SaaS Application Support Analyst (Flexible Hours)

Your Outdesk Solutions Corp; Metro Manila; On-site; PHP 420,000 - 540,000; Full time

Benefits offered by this job

Paid Leave

13th Month Pay

SSS

Philhealth

Pag-Ibig

BIR

HMO

Job summary

Your Outdesk Solutions Corp in the Philippines is seeking an Application Support Analyst to provide first- and second-line support for a SaaS curriculum management platform used by universities in AU, NZ, and the UK. You will own tickets from investigation to resolution in a three-tier support setup, across ServiceNow and AWS.

You will collaborate with global teams, handle incidents, changes, tests, and knowledge base updates, and contribute to process improvements while working flexible

Qualifications

• Experience providing application support in a SaaS or software company.
• Ability to own tickets end-to-end from investigation to resolution.
• Familiarity with incident/change/request handling in a multi-tier support model.

Responsibilities

• Provide first and second-level triage for service requests, incidents, and changes.
• Own tickets end to end through resolution, escalating after thorough investigation.
• Coordinate outages and incidents, provide impact/severity assessments and updates.
• Understand L1/L2 boundaries within escalation processes.
• Configure and administer ServiceNow tasks and data updates.
• Support AWS-based modules and data refresh processes.
• Raise and track bugs in Jira and retest fixes.
• Support UAT and regression testing during releases.
• Prepare reports on ticket volumes and SLA performance.
• Contribute to knowledge base articles and process updates.
• Identify automation opportunities to reduce repetitive work.

Skills

SaaS support experience

Communication skills

Time zone coordination

Education

Bachelor’s degree in Engineering/Science/CS

Advanced certifications in ServiceNow/AWS

Tools

ServiceNow

Jira

AWS

Zendesk

Google Workspace

Job description

Your Outdesk Solutions Corp in the Philippines is seeking an Application Support Analyst to provide first- and second-line support for a SaaS curriculum management platform used by universities in AU, NZ, and the UK. You will own tickets from investigation to resolution in a three-tier support setup, across ServiceNow and AWS.

You will collaborate with global teams, handle incidents, changes, tests, and knowledge base updates, and contribute to process improvements while working flexible