Support Operations Analyst

Thomson Reuters Corp.; Manila; On-site; PHP 1,200,000 - 1,800,000; Full time

Benefits offered by this job

Hybrid work environment

Flexibility in work arrangements

Career development opportunities

Job summary

Thomson Reuters is seeking a Support Operations Analyst in Manila to join the Customer Service & Support Operations team. You will deliver ad hoc reporting, own automation projects, and maintain a Data-driven estate across Salesforce, Genesys, LiveHelp, Aspect, and Snowflake.

You will work with Power BI, Power Apps, and Power Automate, ensuring data accuracy while collaborating with the Power Platform Solutions Developers.

Qualifications

• Four or more years of experience in business analysis, operational reporting, or workforce analytics within a contact center or shared services environment.
• Hands-on Power BI development experience, including data modeling, DAX, semantic models, and report publication.
• Working knowledge of Power Apps, Power Automate, and Dataverse, sufficient to maintain, troubleshoot, and enhance existing solutions.
• Advanced Excel skills, including Power Query.
• Familiarity with contact center and WFM platforms such as Genesys, Aspect/Alvaria, and Salesforce, and with their underlying reporting data.
• Project management discipline, including requirements definition, stakeholder management, user testing, and structured status reporting.
• Strong written communication skills, with the ability to brief leaders clearly, lead with the bottom line, and raise risks early.
• Comfort working across competing priorities, where planned project work and unplanned operational requests run at the same time.

Responsibilities

• Deliver accurate, timely ad hoc reporting and analysis for Operations, Workforce Management, Quality, Training, and CS&S leadership.
• Own project management for process and report automation initiatives, including requirements, testing, launch, and adoption.
• Sustain accuracy, availability, and governance of the Power BI, Power Apps, and Power Automate estate.
• Build and maintain a single source of truth across CS&S data sources (Salesforce, Genesys, LiveHelp, Aspect, Snowflake).
• Produce contact driver, handle time, quality, customer experience, and workforce analytics, and present actionable recommendations.
• Monitor dataset refreshes and flow failures; resolve escalations the same day.
• Apply Generative AI and automation tools to speed up documentation, analysis, and reporting, validating AI output against reality.

Skills

Power BI

Data modeling

DAX

Power Apps

Power Automate

Excel advanced

CRM/CS platforms

Project management

Written communication

Tools

Dataverse

Salesforce

Genesys

Aspect/Alvaria

Snowflake

Job description

**Support Operations Analyst** **Job Description**Thomson Reuters is seeking a Support Operations Analyst to join the Customer Service & Support Operations team in Manila, Philippines (PHL-Taguig). This individual contributor role (TR5 level) reports to the Senior Manager, Support Operations. You will be the delivery and sustainment layer for the OE Support Operations portfolio. You will handle ad hoc reporting and analysis, manage projects that automate processes and reports, and keep the Power BI, Power Apps, and Power Automate estate accurate and available. Leaders and over 800 contact center agents rely on this estate every day across the Tax, Legal, and Corporate product groups. Working with the Power Platform Solutions Developers who build these solutions, you will own the project management that helps them land, from requirements through adoption, and you will remain accountable for their accuracy once they are live. **Key Responsibilities*** Deliver accurate, timely ad hoc reporting and analysis for Operations, Workforce Management, Quality, Training, and CS&S leadership, including requests that arrive outside the planned roadmap.* Own project management for process and report automation initiatives, covering requirements, stakeholder alignment, user testing, launch, adoption, and on-track delivery.* Sustain the accuracy, availability, and governance of the Power BI, Power Apps, and Power Automate estate so that reported data stays trusted.* Build and maintain a single, defensible source of truth across CS&S data sources, including Salesforce, Genesys, LiveHelp, Aspect, and Snowflake.* Produce contact driver, handle time, quality, customer experience, and workforce analytics, and turn them into written recommendations that state the insight, the implication, and the recommended action.* Monitor dataset refreshes and flow failures, resolve escalations the same day where operations require it, and act as secondary owner for automation and reporting assets built by the Power Platform Solutions Developers.* Apply Generative AI and automation tools to speed up documentation, analysis, and reporting, and validate AI-assisted output against operational reality before it is used. **Required Qualifications*** Four or more years of experience in business analysis, operational reporting, or workforce management analytics within a contact center or shared services environment.* Hands-on Power BI development experience, including data modeling, DAX, semantic models, and report publication.* Working knowledge of Power Apps, Power Automate, and Dataverse, sufficient to maintain, troubleshoot, and enhance existing solutions.* Advanced Excel skills, including Power Query.* Familiarity with contact center and WFM platforms such as Genesys, Aspect/Alvaria, and Salesforce, and with their underlying reporting data.* Project management discipline, including requirements definition, stakeholder management, user testing, and structured status reporting.* Strong written communication skills, with the ability to brief leaders clearly, lead with the bottom line, and raise risks early.* Comfort working across competing priorities, where planned project work and unplanned operational requests run at the same time. **Preferred Qualifications*** SQL and Snowflake experience.* Exposure to process improvement methodology such as DMAIC or Lean Six Sigma.* Demonstrated use of Generative AI tools in a real operational or analytical workflow.* Experience building or maintaining Copilot Studio agents or AI-assisted process documentation. #LI-KG1**What’s in it For You?*** **Hybrid Work Model:** We’ve adopted a flexible hybrid working environment (2-3 days a week in the office depending on the role) for our office-based roles while delivering a seamless experience that is digitally and physically connected.* **Flexibility & Work-Life Balance:** Flex My Way is a set of supportive workplace policies designed to help manage personal and professional responsibilities, whether caring for family, giving back to the community, or finding time to refresh and reset. This builds upon our flexible work arrangements, including work from anywhere for up to 8 weeks per year, empowering employees to achieve a better work-life balance.* **Career Development and Growth:** By fostering a culture of continuous learning and skill development, we prepare our talent to tackle tomorrow’s challenges and deliver real-world solutions. Our Grow My Way programming and skills-first approach ensures you have the tools and knowledge to grow, lead, and thrive in an AI-enabled future.* **Industry Competitive Benefits:** We offer comprehensive benefit plans to include flexible vacation, two company-wide Mental Health Days off, access to the Headspace app, retirement savings, tuition reimbursement, employee incentive programs, and resources for mental, physical, and financial wellbeing.* **Culture:** Globally recognized, award-winning reputation for inclusion and belonging, flexibility, work-life balance, and more. We live by our values: Obsess over our Customers, Compete to Win, Challenge (Y)our Thinking, Act Fast / Learn Fast, and Stronger Together.* **Social Impact:** Make an impact in your community with our Social Impact Institute. We offer employees two paid volunteer days off annually and opportunities to get involved with pro-bono consulting projects and Environmental, Social, and Governance (ESG) initiatives.* **Making a Real-World Impact:** We are one of the few companies globally that helps its customers pursue justice, truth, and transparency. Together, with the professionals and institutions we serve, we help uphold the rule of law, turn the wheels of commerce, catch bad actors, report the facts, and provide trusted, unbiased information to people all over the world.**About Us**Thomson Reuters informs the way forward by bringing together the trusted content and technology that people and organizations need to make the right decisions. We serve professionals across legal, tax, accounting, compliance, government, and media. Our products combine highly specialized software and insights to empower professionals with the data, intelligence, and solutions needed to make informed decisions, and to help institutions in their pursuit of justice, truth, and transparency. Reuters, part of Thomson Reuters, is a world leading provider of trusted journalism and news.We are powered by the talents of 26,000 employees across more than 70 countries, where everyone has a chance to contribute and grow professionally in flexible work environments. At a time when objectivity, accuracy, fairness, and transparency are under attack, we consider it our duty to pursue them. Sound exciting? Join us and help shape the industries that move society forward.As a global business, we rely on the unique backgrounds, perspectives, and experiences of all employees to deliver on our business goals. To ensure we can do that, we seek talented, qualified employees in all our operations around the world regardless of race, color, sex/gender, including pregnancy, gender identity and expression, national origin, religion, sexual orientation, disability, age, marital status, citizen status, veteran status, or any other protected classification under applicable law. Thomson Reuters is proud to be an Equal Employment Opportunity Employer providing a drug-free workplace.We also make reasonable accommodations for qualified individuals with disabilities and for sincerely held religious beliefs in accordance with applicable law. More information on requesting an accommodation here.