Service Coordination & Business Support Analyst (Hybrid)

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

About us

Outsourced.ph is a leading ISO certified Philippines offshore outsourcing company that provides dedicated remote staff to some of the world's leading international companies. Outsourced is recognized as one of the Best Places to Work and has achieved Great Place to Work Certification. We are committed to providing a positive and supportive work environment where all staff can thrive. As an Outsourced staff member, you will enjoy a fun and friendly working environment, competitive salaries, opportunities for growth and development, work-life balance, and the chance to share your passion with a team of over 1000 talented professionals.

Job Description

Outsourced.ph is a leading ISO certified Philippines offshore outsourcing company that provides dedicated remote staff to some of the world's leading international companies. Outsourced is recognized as one of the Best Places to Work and has achieved Great Place to Work Certification. We are committed to providing a positive and supportive work environment where all staff can thrive. As an Outsourced staff member, you will enjoy a fun and friendly working environment, competitive salaries, opportunities for growth and development, work-life balance, and the chance to share your passion with a team of over 1000 talented professionals.

The Role

The Service Coordination & Business Support Analyst acts as the central coordination point across operations, BPO services and Managed Services. The role is responsible for service coordination, incident triage, operational reporting, business administration and support activities that help ensure effective day‑to‑day operations.

This role provides the operational bridge between business users and specialist support teams, ensuring issues are correctly prioritized, tracked and resolved.

Key Responsibilities

Service Coordination

• 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.

Operational Administration

• 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.

Reporting & Governance Support

• 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.

Integration & Process Monitoring

• Monitor business process completion.
• Track interface and integration exceptions.
• Coordinate issue investigation activities.
• Support testing and release activities.
• Assist with operational readiness activities.

Experience & Qualifications:

Essential

• 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.

Desirable

• ServiceNow or service management experience.
• Microsoft Dynamics 365 exposure.
• Experience within a managed services environment.
• Reporting and KPI management experience.

Additional Information:

• Hybrid / Flexidesk (Requires reporting to the office at least 10 times a month)
• Monday-Friday, 6:30 AM - 3:30 PM
• Should have strong internet connection (minimum of 20 mbps)