Support Analyst

Outdesk.; Philippines; Remote; PHP 446,000 - 893,000; Full time

Benefits offered by this job

Paid Leave

13th Month Pay

SSS

Philhealth

Pag-Ibig

BIR

HMO

Job summary

Outdesk. seeks a proactive Support Analyst to deliver first-level operational support across platforms like ServiceNow, Jira, Google, and AWS. You will generate reports, manage asset inventory, and assist with patches and upgrades to keep systems healthy and compliant.

You’ll work with internal teams and external stakeholders to boost efficiency, communicate clearly, and drive continuous improvement in a remote, Philippines-based setup.

Qualifications

• Bachelor’s degree in a technical field.
• Experience with platform administration, especially ServiceNow.
• Familiarity with Jira and Confluence.
• Strong communication and stakeholder management.

Responsibilities

• Provide first-level analysis and triage for client inquiries.
• Assist in patch releases and system upgrades.
• Generate regular monthly reports for stakeholders.
• Manage application administration tasks including licensing and invoicing.
• Perform basic configuration on ServiceNow, Jira, Google, and AWS.
• Oversee asset inventory to ensure accuracy and reporting.
• Identify opportunities to improve support quality and efficiency.
• Contribute to continuous improvement with Agile practices.

Skills

Platform administration

Reporting

Analytical thinking

Communication

Agile

Education

Bachelor’s degree in Engineering, Science, Computer Science or related technical discipline

Tools

ServiceNow

Jira

Confluence

AWS

Google platforms

Job description

Support Analyst

Company: Outdesk. Job Type: Full Time Remote / Work from Home

Job Description

We are seeking a proactive and skilled Support Analyst to join our team, focusing on providing first-level operational support and ensuring the effective resolution of client inquiries. This role is pivotal in managing our technical platforms, including ServiceNow, Jira, Google, and AWS, and involves executing administrative tasks, generating reports, and overseeing asset inventory. The ideal candidate will have a strong technical background, preferably with experience in the university sector or a similar complex environment, and will be adept at using a variety of software tools to maintain system health and functionality.

As a Support Analyst, you will play a crucial role in enhancing our support operations through detailed analysis, regular reporting, and continuous process improvements. You will be involved in the development and implementation of system upgrades and patches, ensuring our technologies meet current and future needs. This position requires a blend of technical proficiency and excellent communication skills, as you will interact with both internal teams and external stakeholders to support and enhance our operational efficiency.

Responsibilities

• Provide first-level analysis and triage for support inquiries from clients, ensuring issues are resolved efficiently and effectively.
• Assist in the development and testing of patch releases and system upgrades to maintain and enhance system functionality.
• Generate regular monthly reports for internal and external stakeholders to aid in transparency and strategic decision-making.
• Manage application administration tasks including licensing, invoicing, and reporting, while handling necessary adjustments and changes.
• Perform basic configuration and administrative tasks on platforms such as ServiceNow, Jira, Google, and AWS.
• Oversee asset inventory to ensure accuracy and completeness in tracking and reporting.
• Identify opportunities to enhance support quality and efficiency through process enhancements and the implementation of automation solutions.
• Contribute to continuous improvement efforts by recommending practices that align with Agile methodologies and foster collaborative, iterative development.

Requirements

• Bachelor’s Degree in Engineering, Science, Computer Science, or a related technical discipline.
• Demonstrated experience with platform administration, especially ServiceNow, and familiarity with software development environments like Jira and Confluence.

Desirable

• Experience within the university sector or similar complex environments, understanding specific operational needs and challenges.
• Proficiency in JSON and JavaScript, with a solid understanding of database administration and web hosting technologies.

Software Expertise

• Experienced in using ServiceNow for system administration and operational support.
• Proficiency in Jira and Confluence for project management and documentation.
• Familiarity with AWS, Google platforms, and other relevant technology stacks.

Education

• A bachelor’s degree in a technical field is required, with advanced certifications in relevant platforms (e.g., ServiceNow, AWS) preferred.

Time Zone: Australian Business Hours

Applicant Location: Must be Filipinos living in the Philippines

About Outdesk

Outdesk is the collaboration of Filipino and Australian professionals who shared a common goal to deliver a better offshore staffing solution to the SME market. We wanted to make it easier for businesses to engage, implement & manage a Philippines based staff member.

Employee Benefits

• Paid Leave
• 13th Month Pay
• SSS
• Philhealth
• Pag-Ibig
• BIR
• HMO