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Content Analyst

4 weeks ago

Metro Manila Philippines MicroSourcing Full time

Overview

Talent Acquisition - Sourcing Specialist at MicroSourcing. Position: Content Analyst - Service Now. Location: BGC, Taguig. Work setup & shift: Onsite | Dayshift.

What You’ll Have
  • Competitive Rewards: Above-market compensation, healthcare coverage on day one (plus dependents), paid time-off with cash conversion, group life insurance, and performance bonuses
  • A Collaborative Spirit: Positive and engaging work environment with company-sponsored events
  • Work-Life Harmony: Flexible work arrangements to support balance
  • Career Growth: Opportunities for continuous learning and career advancement
  • Inclusive Teamwork: A diverse, inclusive culture

Join MicroSourcing as we build a new team to support Australia’s dynamic telco challenger, redefining customer experiences and pushing digital innovation. Contribute to projects that connect millions while working with cutting-edge technology.

Your Role

We’re looking for a highly skilled Content Analyst to join our team, reporting to the Associate Director, Optimisation & Platforms. You will help ensure the ServiceNow platform maintains accurate, high-quality, and AI-ready data, with a focus on the Configuration Management Database (CMDB) and knowledge articles. You will address data and knowledge quality to improve operational efficiency, billing reliability, and event management. You will collaborate with stakeholders, report progress to a governance forum, and uplift data and content quality.

Your responsibilities include:

  • Data/Content Quality Uplift: Identify and fix inaccurate, outdated, or duplicate data in the CMDB and knowledge articles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, up-to-date, and structured with tagging, metadata, and taxonomy to support AI consumption and searchability
  • Stakeholder Engagement: Collaborate with stakeholders and obtain 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 procedural documentation
  • Task Management: Complete assigned tasks accurately and on time
What You Need
  • 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 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
About MicroSourcing

With over 9,000 professionals across 13 delivery centers, MicroSourcing is the pioneer and largest offshore provider of managed services in the Philippines. We are committed to a 100% YOU culture that embraces diversity and fosters an inclusive environment where everyone can thrive.

For more information, visit

Terms & conditions apply

Seniority level
  • Mid-Senior level
Employment type
  • Full-time
Job function
  • Analyst and Management
  • Industries: Outsourcing and Offshoring Consulting

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