Sr. Operational Process Analyst

Reed Elsevier Philippines; Philippines; Hybrid; PHP 700,000 - 1,100,000; Full time

Benefits offered by this job

Hybrid work setup

IT Equipment provided

HMO from Day 1 for you and dependents

Retirement package with company match

Life and Accident Insurance from Day 1

24 annual PTOs (plus 6 after 5 years)

Annual merit increases and incentives

Learning workshops and certifications

Job summary

Reed Elsevier Philippines is seeking a Service Management professional to strengthen UK & Ireland Service Management capabilities with hands-on ITSM duties. You will coordinate changes, oversee reporting, and provide automation and technical support across Power BI, Power App, ServiceNow, and Jira integration.

The role emphasizes stakeholder management and cross-timezone collaboration. The position requires ITSM experience, strong communication, and the ability to work hybrid with regional and

Qualifications

• Excellent written and verbal communication skills.
• Advanced Power BI skills, including dashboard creation and data modelling.
• Solid experience using ServiceNow for Incident, Change, SLA and reporting processes, including testing platform changes and validating integration points.
• Practical working knowledge of ITIL and ITIL 4 across Incident, Change, Service Level, Problem and Continual Improvement practices.
• Experience using Microsoft 365 Copilot, AI agents or similar automation tools to improve reporting, documentation or operational workflows.
• Strong process documentation skills, including the ability to capture and maintain clear operational procedures and service processes.
• Experience supporting UK or European customers.
• Experience working across time zones in a global delivery model.
• Personal Attributes
• Able to work independently while collaborating effectively with distributed teams.
• Confident, credible, and comfortable challenging constructively when required.

Responsibilities

• Own and maintain Power BI and Power App reporting for availability and SLA outcomes.
• Lead customer service reviews and translate technical detail into clear outcomes.
• Coordinate shared services changes into UK&I Service Management; track actions and inform stakeholders.
• Provide tech support to the Service Management team; maintain automation and data updates.
• Improve process documentation and standard ways of working during platform changes.

Skills

Power BI

Power Apps

ServiceNow

ITIL

Automation tools

Process documentation

Cross-timezone collaboration

Stakeholder management

Tools

Jira

Power BI

Job description

Join us and enjoy benefits designed to help you thrive:

• Flexible hybrid work setup (1-2 day/month onsite reporting)
• IT Equipment provided
• HMO coverage starting from Day 1 for you and FOUR FREE dependents
• Attractive retirement package with company matching
• Life and Accident Insurance starting Day 1
• 24 Annual PTOs, additional 6 once you reach your 5th year with us
• Competitive benefits with annual merit increase and incentives
• Continuous improvement for our employees (workshops, certification programs, learning sessions, etc.)

Work Arrangement:

• Set-Up: Hybrid (with 1-2/month onsite reporting)
• Location: UP AyalaLand Technohub, Commonwealth, Quezon City

What You'll Do:

We are seeking a Service Management professional to strengthen our UK & Ireland Service Management capability and provide continuity for key responsibilities currently supported within the team. This role will provide dedicated capacity across Change, Incident and Problem Management, service performance reporting, automation and technical enablement, with particular focus on coordinating shared services infrastructure changes coming into the UK&I Service Management team.

The role will be embedded within the UK&I Service Management team, which supports our two high‑availability data platforms.

In practical terms, this is a hands‑on IT Service Management role combining operational change coordination, stakeholder management, reporting, automation, and technical support for the Service Management team.

• Build and maintain Power BI and Power App reporting to communicate availability, performance trends, SLA outcomes and service risks.
• Prepare and lead customer service reviews and high‑scrutiny discussions, translating technical detail into clear outcomes.
• Coordinate shared services infrastructure changes coming into UK&I, including understanding change scope, setting up review meetings, tracking required change record actions, and ensuring relevant stakeholder groups are informed.
• Provide technical support to the Service Management team by maintaining automation, Power App reporting, ServiceNow data updates, and Jira integration points that support change and service availability processes.
• Strengthen service operations by improving process documentation and standard ways of working (especially during platform/process change).

Key Responsibilities:

Reporting & Analytics

Own and maintain reporting across Power BI, Power App, ServiceNow and SLA availability reporting, including client-ready PDF outputs and automation of recurring Service Management tasks for our UKI Risk Business.

• Maintain and enhance Power App reporting that uses ServiceNow data to link major incidents to service availability and show performance against SLA commitments.
• Produce service availability reporting in formats suitable for internal governance and client-facing communication, including PDF outputs used to support customer service reviews.
• Create and support automation that reduces manual effort for the Service Management team and improves consistency across reporting, data updates, and operational processes.

Service Management Operations & ServiceNow Support

• Support Incident, Change, SLA and Problem management processes using ServiceNow.
• Act as a point of engagement with the ServiceNow Platform team, including the US/LN platform team where relevant, and perform testing on behalf of the Service Management team when platform changes are delivered.
• Validate ServiceNow integration points in the test environment, confirm they continue to work as expected, and recommend code or configuration improvements where needed.

Change Coordination & Stakeholder Management

• Act as the coordination point for shared services infrastructure changes coming into UK&I Service Management, ensuring the team understands the purpose, scope, risk, timing, and service impact of each change.
• Set up and facilitate change review meetings where required, follow up on actions, and ensure change records contain the necessary detail, approvals, implementation information, backout plans, and stakeholder updates.
• Manage communication across relevant stakeholder groups so that infrastructure, service, operational, and customer-facing teams are informed of planned changes and potential service impacts.

Technical Enablement & Tooling

• Act as the technical support person for the Service Management team, helping translate operational requirements into practical tools, reporting outputs, and automation opportunities.
• Maintain integration points that allow changes to be raised from Jira planning areas into the change process, creating a clearer entry point from delivery planning into Change Management.
• Support the ongoing improvement of ServiceNow, Power App, Power BI, and Jira-based ways of working used by the Service Management team.

Required Experience & Skills:

• Excellent written and verbal communication skills.
• Advanced Power BI skills, including dashboard creation and data modelling.
• Solid experience using ServiceNow for Incident, Change, SLA and reporting processes, including testing platform changes and validating integration points.
• Practical working knowledge of ITIL and ITIL 4 across Incident, Change, Service Level, Problem and Continual Improvement practices.
• Experience using Microsoft 365 Copilot, AI agents or similar automation tools to improve reporting, documentation or operational workflows.
• Strong process documentation skills, including the ability to capture and maintain clear operational procedures and service processes.
• Experience supporting UK or European customers.
• Experience working across time zones in a global delivery model.
• Personal Attributes
• Able to work independently while collaborating effectively with distributed teams.
• Confident, credible, and comfortable challenging constructively when required.