Operational Excellence Analyst - ITSM & Change

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

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.