Content Analyst

4 weeks ago

Taguig, Philippines MicroSourcing Full time

Overview

Role: Content Analyst - ServiceNow

Location: Picadilly Site, BGC

Work Setup & Shift: Onsite | Day Shift

Be part of MicroSourcing as we build a new team to support Australia’s dynamic telco challenger, committed to redefining customer experiences and driving digital innovation. This is your chance to contribute to projects that connect millions nationwide while working with cutting-edge technology.

About MicroSourcing

With over 9,000 professionals across 13 delivery centers, MicroSourcing is a pioneer and the largest offshore provider of managed services in the Philippines. We are committed to an inclusive culture that embraces diverse backgrounds and talents. For more information, visit

What You’ll Do
  • Data/Content Quality Uplift: Identify and fix inaccurate, outdated, or duplicate data in the CMDB and knowledge articles.
  • Knowledge Management: Ensure knowledge articles are accurate, well-categorized, and up-to-date, including inactivating obsolete information and structuring content with tagging, metadata, and taxonomy to support AI consumption and searchability.
  • Stakeholder Engagement: Collaborate effectively with stakeholders and hold them accountable for timely responses.
  • Reporting & Governance: Provide regular updates to a governance forum on progress and challenges, focusing on AI readiness and governance standards.
  • Documentation: Maintain clear and effective procedural documentation.
  • Task Management: Complete assigned tasks accurately, on time, and with minimal supervision.
  • Issue Resolution: Escalate issues or blockers as needed.
What You’ll Need Essential Qualifications
  • Content development and management experience, preferably with ServiceNow data or content
  • Proven experience in data quality, cleansing, normalization, and content management across large datasets
  • Proficiency with the ServiceNow platform at a user level
  • Strong documentation, organizational, and time management skills
  • Professional-level written and verbal English communication skills
  • Results-focused with strong attention to detail and the ability to work autonomously
  • Experience in confident relationship-building and stakeholder management
  • Ability to follow governance standards and defined policies
  • Ability to analyze and interpret data trends, identify anomalies, and recommend corrective actions
Preferred Qualifications
  • Experience supporting AI-powered ServiceNow features
  • Knowledge of IT Service Management (ITSM) processes
  • Experience with ServiceNow reporting and dashboarding
  • Experience reconciling ServiceNow CMDB with external sources
  • Familiarity with CMDB best practices and data governance frameworks
  • Strong understanding of taxonomy, metadata, and categorization for structuring CMDB records and knowledge articles
Employment Details
  • Seniority level: Mid-Senior level
  • Employment type: Full-time
  • Job function: Analyst
  • Industries: Outsourcing and Offshoring Consulting

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