Service Coordination & Business Support Analyst (Hybrid)

Outsourced Quality Assured Services Inc. (ISO Certified); Metro Manila; Hybrid; PHP 420,000 - 660,000; Full time

Job summary

Outsourced.ph in the Philippines is seeking a Service Coordination & Business Support Analyst to act as the central coordination point across operations, BPO services and Managed Services. You will triage incidents, produce operational reports and support business administration to ensure smooth day-to-day operations.

The role bridges between business users and specialist teams, prioritizing issues, tracking requests and maintaining clear communication with stakeholders.

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 and coordinate escalations.
• Maintain customer, vendor and item master records.
• Support data quality, governance and documentation.
• Prepare operational performance reports and monitor KPIs.
• Coordinate onboarding and access requests.
• Track interface and integration exceptions.
• Assist testing, release activities and operational readiness.

Skills

Stakeholder management

Communication skills

Business systems experience

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.

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)

Note: As part of our recruitment process, we conduct a background check on all hired candidates. Please ensure that all required documents are prepared and submitted promptly.