Service Analyst

Tap Growth ai; Taguig; Hybrid; PHP 446,000 - 670,000; Full time

Job summary

Tap Growth ai is seeking a Service Analyst in Taguig, Philippines, working mornings with a hybrid setup (1x a week in the office). Must be able to start asap.

You will perform UAT across SAP, SuccessFactors, and ServiceNow, validate changes, and coordinate with DevOps to track defects and ensure timely resolutions. Deployment readiness and post-deployment checks are part of the role.

Qualifications

• Bachelor’s degree in IT/CS/HR/BA or related field.
• Experience supporting SAP, SuccessFactors, ServiceNow, HR systems.
• Knowledge of UAT, defect management and deployment validation processes.
• Experience coordinating with DevOps, technical, and business teams to resolve system issues.
• Hands-on WalkMe configuration experience.

Responsibilities

• Perform User Acceptance Testing (UAT) in SAP, SuccessFactors and ServiceNow Case Management to validate system enhancements, configurations, and new functionalities.
• Coordinate with DevOps teams to identify, track, and resolve system defects and issues.
• Conduct deployment readiness and post-deployment validation checks to ensure successful releases.
• Provide detailed description of scenarios that failed and record findings in HPALM.
• Attends scheduled test stand-up meetings to highlight risks and issues and propose additional test scenarios.

Skills

UAT testing

Defect management

Stakeholder management

DevOps coordination

WalkMe configuration

Education

Bachelor’s degree in IT/CS/HR/BA or related field

Tools

SAP

SuccessFactors

ServiceNow

HPALM

WalkMe

Job description

Service Analyst

Morning shift | 1x a week return to office in Taguig, Metro Manila

Must be able to start asap.

Job Description

• Responsible for completing activities and cases within one of these areas within Support & Testing:
  • User Acceptance Testing
  • Deployment check and Impacts
  • Review and Sign Off (Peer Checking)
• Perform User Acceptance Testing (UAT) in SAP, Success Factor and Service Now Case Management to validate system enhancements, configurations, and new functionalities.
• Responsible for managing and executing highly critical/priority and complex support and testing transactions/activities
• Coordinate with DevOps teams to identify, track, and resolve system defects and issues.
• Conduct deployment readiness and post-deployment validation checks to ensure successful releases.
• Responsible for improvements/streamline processes/issues including but not limited to:
  • Undertaking User acceptance, Controls testing, Process testing for any changes that are undertaken for Outsourced HR Processes.
  • Perform country statutory updates and system change communications, walk me configuration and maintaining knowledge for payroll calculations.
  • Run various Test cases on prescribed changes by the client Technology or change management team.
  • Determine if assigned scenarios pass or fail and record findings on the HPALM
  • Provide detailed description of scenarios that failed
  • Attend scheduled test stand-up meetings for highlighting risks & issues and any help that is required to complete all assigned scenarios
  • May suggest additional test scenario to be added to the Scenario tracking document
  • Test / Retest all assigned scenarios
  • Process workflow redelegations in SuccessFactors.
  • Configure and maintain WalkMe content
• Bachelor’s Degree in Information Technology, Computer Science, Human Resources, Business Administration, or a related field.
• Experience supporting SAP, SuccessFactors applications, Service Now Case Management and HR systems.
• Knowledge of User Acceptance Testing (UAT), defect management, and deployment validation processes.
• Experience coordinating with DevOps, technical, and business teams to resolve system issues.
• Hands-on experience configuring WalkMe solutions, including ShoutOuts, SmartTips, Smart Walk-Thrus, Launchers, and Shuttles.
• Strong analytical, problem-solving, and troubleshooting skills.
• Good communication and stakeholder management skills.
• Ability to manage multiple priorities and work effectively in a fast-paced environment.
• Experience with HR technology implementations, enhancements, or system support is an advantage.

Hiring process

Initial Screening, First and Final Interview via MS Teams