Technical Analyst – Operations Delivery

Mondelēz International; Metro Manila; On-site; PHP 800,000 - 1,200,000; Full time

Job summary

Mondelēz International is seeking a specialist in a process, workstream or area within Digital Services to support impeccable service operations, focusing on Tier 2/3 HR systems triage, configuration and defect resolution.

The role emphasizes SOP development, standardization, data protection compliance, and collaboration with stakeholders and vendors to drive continuous improvement.

Qualifications

• Proven experience supporting HR systems or IT operations, independently managing Tier 2/3 support and contributing to configuration and defect resolution.
• Hands-on experience with: Ticketing tools (ServiceNow, Jira).
• Basic configuration in HR tools (Workday, Paradox).
• Exposure to: User support / helpdesk, incident and defect management.
• Experience working with stakeholders or vendors.
• Strong problem-solving and case management skills.
• Good communication and stakeholder coordination.

Responsibilities

• Handle Tier 2/3 triage and capability support (Workday, Paradox, HiredScore, Phenom).
• Configure and test defect fixes and low-complexity change requests.
• Provide access and user support.
• Support impact assessment for System Releases.
• Produce testing evidence for releases and configurations.
• Maintain configuration workbooks and supporting documentation; conduct impact analysis for system changes to identify effects on downstream systems and across integrated platforms.

Skills

Process design

Process mapping

Business requirement gathering

Communication

Interpersonal skills

Stakeholder coordination

Team player

HR systems experience

Tier 2/3 support

Tools

ServiceNow

Jira

Workday

Paradox

Job description

Job Description

Are You Ready to Make It Happen at Mondelēz International?

Join our Mission to Lead the Future of Snacking. Make It Matter.

You are a specialist in a process, workstream or area in Mondelēz International Digital Services, working to support impeccable service operations.

How You Will Contribute

You will use your in-depth process and service knowledge in your area of expertise to ensure that service level agreements and obligations are met. As a co-owner of the development of standard operating procedures, you will drive standardization and simplification of processes. In addition, you will provide input for training materials, ensure that standard operating procedures and data protection activities comply with Mondelēz International policies and the law, analyze and report on exceptions and offer recommendations for process improvements, and lead the sustainable continuous improvement process for the team.

What You Will Bring

• Your specific process area
• Working in a shared service organization
• Being a good team player and influencing others
• Process design and mapping, and business requirement gathering experience
• Communicating effectively, applying interpersonal skills and taking initiative

More About This Role

An execution-focused role supporting operations through triage, configuration, and defect resolution in TA systems.

Key Responsibilities

• Handle Tier 2/3triage and capability support (Workday,Paradox,HiredScore, Phenom)
• Configure and test defect fixes andlow-complexitychange requests
• Provide access and user support
• Support Impact assessment for System Releases
• Produce testing evidence for releases and configurations
• Maintain configuration workbooks and supporting documentation, and conduct impact analysis for system changes toidentifyeffects ondownstreamsystemsandacrossintegratedplatforms

Job specific requirements

• Proven experience supporting HR systems or IT operations, with the ability to independently manage Tier 2/3 support activities and contribute to system configuration and defect resolution
• Hands-on experience with:
• Ticketing tools (ServiceNow, Jira)
• Basic configuration in HR tools(WD, Paradox)
• Exposure to:
• User support / helpdesk
• Incident and defect management
• Experience working with stakeholders or vendors
• Strong problem-solving and case management skills
• Good communicationand stakeholder coordination

No Relocation support available.

Business Unit Summary

At Mondelēz International, our purpose is to empower people to snack right by offering the right snack, for the right moment, made the right way. That means delivering a broad range of delicious, high-quality snacks that nourish life's moments, made with sustainable ingredients and packaging that consumers can feel good about.

We have a rich portfolio of strong brands globally and locally including many household names such as Oreo, belVita and LU biscuits; Cadbury Dairy Milk, Milka and Toblerone chocolate; Sour Patch Kids candy and Trident gum. We are proud to hold the top position globally in biscuits, chocolate and candy and the second top position in gum.

Our 80,000 makers and bakers are located in more than 80 countries and we sell our products in over 150 countries around the world. Our people are energized for growth and critical to us living our purpose and values. We are a diverse community that can make things happen and happen fast.

Mondelēz International is an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, gender, sexual orientation or preference, gender identity, national origin, disability status, protected veteran status, or any other characteristic protected by law.

Job Type

• Regular
• Service Operations (Delivery)
• Global Business Services