Support Operations Analyst - Power BI & Automation

PHL002 Thomson Reuters Corporation Pte Limited - Phil Branch

Manila

Hybrid

PHP 700,000 - 1,100,000

Full time

5 days ago

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Benefits offered by this job

Hybrid Work Model

Flex My Way

Grow My Way

Headspace app

Tuition reimbursement

Volunteer days

ESG initiatives

Job summary

Thomson Reuters is seeking a Support Operations Analyst to join the Manila, Philippines team. You will deliver ad-hoc reporting, own automation projects, and maintain Power BI, Power Apps, and Power Automate across CS&S data sources.

You will collaborate with the Power Platform Developers and lead requirements through adoption to ensure accuracy after go-live. You will analyze workforce and customer data, provide written recommendations, monitor data health, and apply AI tools to speed up

Qualifications

4+ years of experience in business analysis, operational reporting, or workforce analytics in a contact center or shared services.
Hands-on Power BI development including data modeling and DAX.
Working knowledge of Power Apps, Power Automate, and Dataverse.
Advanced Excel skills with Power Query.
Familiarity with Genesys, Salesforce, or similar platforms and their reporting data.
Project management discipline and strong written communication.

Responsibilities

Deliver ad-hoc reporting and analysis for Operations, Workforce, Quality, Training, and leadership.
Own project management for process and report automation initiatives from requirements to adoption.
Sustain accuracy and governance of Power BI, Power Apps, and Power Automate estate.
Maintain a single source of truth across CS&S data sources (Salesforce, Genesys, LiveHelp, Snowflake).
Produce drivers, handle time, quality, and workforce analytics with actionable recommendations.
Monitor data refreshes and manage escalations; oversee automation assets with power platform developers.
Apply Generative AI to accelerate documentation, analysis, and reporting with validation.