Hybrid Support Operations Analyst: Power BI & Automation

Thomson Reuters Corp.

Manila

On-site

PHP 1,200,000 - 1,800,000

Full time

2 days ago

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Benefits offered by this job

Hybrid work environment

Flexibility in work arrangements

Career development opportunities

Job summary

Thomson Reuters is seeking a Support Operations Analyst in Manila to join the Customer Service & Support Operations team. You will deliver ad hoc reporting, own automation projects, and maintain a Data-driven estate across Salesforce, Genesys, LiveHelp, Aspect, and Snowflake.

You will work with Power BI, Power Apps, and Power Automate, ensuring data accuracy while collaborating with the Power Platform Solutions Developers.

Qualifications

Four or more years of experience in business analysis, operational reporting, or workforce analytics within a contact center or shared services environment.
Hands-on Power BI development experience, including data modeling, DAX, semantic models, and report publication.
Working knowledge of Power Apps, Power Automate, and Dataverse, sufficient to maintain, troubleshoot, and enhance existing solutions.
Advanced Excel skills, including Power Query.
Familiarity with contact center and WFM platforms such as Genesys, Aspect/Alvaria, and Salesforce, and with their underlying reporting data.
Project management discipline, including requirements definition, stakeholder management, user testing, and structured status reporting.
Strong written communication skills, with the ability to brief leaders clearly, lead with the bottom line, and raise risks early.
Comfort working across competing priorities, where planned project work and unplanned operational requests run at the same time.

Responsibilities

Deliver accurate, timely ad hoc reporting and analysis for Operations, Workforce Management, Quality, Training, and CS&S leadership.
Own project management for process and report automation initiatives, including requirements, testing, launch, and adoption.
Sustain accuracy, availability, and governance of the Power BI, Power Apps, and Power Automate estate.
Build and maintain a single source of truth across CS&S data sources (Salesforce, Genesys, LiveHelp, Aspect, Snowflake).
Produce contact driver, handle time, quality, customer experience, and workforce analytics, and present actionable recommendations.
Monitor dataset refreshes and flow failures; resolve escalations the same day.
Apply Generative AI and automation tools to speed up documentation, analysis, and reporting, validating AI output against reality.