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Production Support and Analysis Professional

1 week ago

Cebu City, Central Visayas, Philippines Arch Global Services (Philippines) Inc. Full time
About Us

Arch Global Services (Philippines) Inc. is committed to supporting the goals of its divisions through exceptional service delivery.

We pride ourselves on maintaining flexibility and responsiveness to adapt to business unit and industry demands while focusing on sound project management.

We are dedicated to growing and developing our employees as we build strong teams with strategic leadership.

We are seeking a highly skilled Business Systems Analyst II/III to join our team, primarily responsible for Production Support within the Underwriting Services domain.

This role involves supporting and maintaining critical applications used for account and submission intake, clearance, data extraction, producer management, and user management across all business units.

The ideal candidate will perform Level 1 analysis of production issues and collaborate closely with Business Systems Analysts (BSAs) from Product and Sprint teams, as well as the Digital Product Manager (DPM) and Agile Program Manager (APM), to ensure seamless system operations and continuous improvement.

  • Production Support & Incident Management:
    • Monitor, investigate, and triage issues in ServiceNow, ensuring proper categorization, prioritization, and assignment.
  • Collaboration:
    • Work closely with BSAs from Product and Sprint Teams to escalate and resolve complex technical issues.
  • Stakeholder Communication:
    • Communicate critical incidents and align with broader product goals.
  • Workarounds:
    • Provide temporary solutions for urgent business processes while awaiting permanent fixes.
  • Documentation:
    • Ensure all issues are documented in ServiceNow, including root causes and resolution details.
  • On-Call Support:
    • Participate in on-call support rotation, ensuring availability for critical system incidents as needed.