Hybrid Service Coordination & Business Support Analyst

Outsourced; Manila; Hybrid; PHP 600,000 - 900,000; Full time

Job summary

Outsourced.ph in Manila is seeking a Service Coordination & Business Support Analyst to act as the central coordination point across operations, BPO services and Managed Services. You will handle service coordination, incident triage, and operational reporting to keep day-to-day operations running smoothly.

The role bridges business users with specialist teams, ensuring issues are prioritized, tracked and resolved.

Qualifications

• 3+ years experience in service coordination, business administration or support functions.
• Strong stakeholder management skills.
• Excellent written and verbal communication.
• Experience working with business systems.
• Strong planning and organisational capability.

Responsibilities

• Act as first point of contact for operational support requests.
• Log and manage support tickets.
• Coordinate escalations to Managed Services teams.
• Track incidents and service requests through to resolution.
• Maintain communication with users regarding issue status.
• Maintain customer, vendor and item master records.
• Support data quality and governance activities.
• Manage operational documentation and procedures.
• Coordinate onboarding and access requests.
• Maintain service records and audit information.
• Prepare operational performance reports.
• Monitor service levels and KPI performance.
• Support governance and service review meetings.
• Produce management reporting extracts.
• Maintain issue and action registers.
• Monitor business process completion.
• Track interface and integration exceptions.
• Coordinate issue investigation activities.
• Support testing and release activities.
• Assist with operational readiness activities.

Skills

Service coordination

Stakeholder management

Written communication

Verbal communication

Business systems

Planning & organisation

Tools

ServiceNow

Microsoft Dynamics 365

Job description

Outsourced.ph in Manila is seeking a Service Coordination & Business Support Analyst to act as the central coordination point across operations, BPO services and Managed Services. You will handle service coordination, incident triage, and operational reporting to keep day-to-day operations running smoothly.

The role bridges business users with specialist teams, ensuring issues are prioritized, tracked and resolved.