Operational Excellence Analyst

TOA Global; Manila; Hybrid; PHP 469,000 - 725,000; Full time

Benefits offered by this job

Service Incentive Leaves

HMO coverage

Life Insurance

Day shift

Hybrid work

Career pathway

Job summary

TOA Global seeks an Operational Excellence Analyst to support change and release management, governance, and service analytics within our Technology team. Hybrid Manila-based role reporting to the Operational Excellence Manager.

Responsibilities include ITSM support, CAB impact assessments, dashboards, and documentation. Ideal candidates have 2–3 years in related fields and ITIL knowledge, with strong communication and analytical skills.

Qualifications

• 2–3 years in Change Management, ITSM, Operational Excellence, or related.
• ITIL-aligned processes knowledge; ITIL Foundation desirable.
• Proficient in Microsoft 365; Jira Service Management and Confluence advantageous.
• Strong analytical, organizational, and stakeholder communication skills.

Responsibilities

• Support ITSM processes: Change, Incident, and Problem; track trends and PIRs.
• Conduct Change Impact Assessments for weekly CAB meetings.
• Support governance forums and prepare dashboards; track improvement actions.
• Review service data to deliver actionable insights to stakeholders.
• Maintain comprehensive process documentation and knowledge bases.

Skills

Change Management

IT Service Management

Operational Excellence

Business Analysis

Continuous Improvement

Project Coordination

ITIL Foundations

Jira

Confluence

Microsoft 365

Visio

Tools

Jira

Jira Service Management

Confluence

Microsoft 365

Visio

Job description

Location: Manila, Philippines
Work Arrangement: Hybrid, Full-time
Shift: Monday - Friday | 7:00 AM - 4:00 PM PHT

Unlock Your Potential!

At TOA Global, we have a deep commitment to empowering individuals to excel in their enterprises, careers, and communities. Our global footprint stretches across Australia, New Zealand, North America, and the Philippines, supporting our global clients across the accounting, finance, and professional services industries.

We are seeking a proactive, detail-oriented, and people-focused Operational Excellence Analyst to support change and release management initiatives, operational excellence programs, and service management analytics within our Technology team. Reporting to the Operational Excellence Manager, you will play a key role in driving successful Product and Technology change while supporting continuous improvement, governance, operational reporting, process optimization, and service management maturity. Operating in a hybrid day-shift arrangement from our Manila hub, this role combines business analysis, process improvement, and stakeholder engagement to deliver meaningful technology outcomes.

Your Impact

• IT Service Management (ITSM): Support Change, Incident, and Problem management processes; track ticket types, perform service data trend analysis to identify recurring issues, and support post-incident reviews (PIRs) and lessons learned.
• Change Advisory Board (CAB) & Impact Assessment: Conduct change impact assessments across people, process, system, and customer touchpoints in preparation for weekly CAB meetings chaired by the Operational Excellence Manager.
• Operational Excellence & Governance: Support governance forums (CABs, Major Incident Reviews, Operational Reviews), prepare operational dashboards and presentations, and track continuous improvement actions to completion.
• Service Analytics & Insights: Review operational and service performance data to deliver actionable insights to key business stakeholders, aiding process optimization and compliance activities.
• Process Documentation: Maintain comprehensive process documentation, operational records, and knowledge base articles across the organization.

What You Bring

• The Experience: 2 to 3 years of experience supporting Change Management, IT Service Management, Operational Excellence, Business Analysis, Continuous Improvement, or Project Coordination.
• ITIL & Methodology Knowledge: Working knowledge of ITIL-aligned processes (Change Enablement, Incident, Problem, and Service Request Management). An ITIL Foundation Certification is highly desirable.
• Technical & Software Proficiency: High proficiency in Microsoft 365 (Excel, PowerPoint, Teams, and Visio or process mapping tools). Experience with Jira / Jira Service Management and Confluence is a strong advantage.
• Analytical & Organizational Mastery: Strong data analysis capabilities, excellent time management, and a structured approach to tracking actions and meeting deadlines.
• Communication & Relationship Skills: Exceptional written and verbal English communication skills with proven ability to engage, communicate, and build trust with cross-functional stakeholders.

Why You'll Love It Here

We believe in rewarding high achievers with a work environment that fuels both professional growth and personal well-being.

• Time for You: Enjoy 21 Total Annual Service Incentive Leaves, flexible to use for travel, emergencies, or anything you may need for your "Me time."
• Tenure Recognition Program: Celebrate your milestones with us; on your 2nd year, choose between a cash reward or one free HMO dependent.
• Health & Security: Comprehensive HMO and Life Insurance coverage from day one.
• Day Shift Stability: Enjoy a predictable daytime schedule aligned with regional business hours, keeping your evenings and weekends completely free.
• Hybrid Flexibility: Enjoy the ideal balance of collaborative onsite workspace culture and work-from-home flexibility across our Manila hub.
• Technology & Operational Excellence Pathway: Elevate your tech career by mastering ITIL-aligned governance, product release management, and continuous improvement frameworks within a global enterprise environment.