
Reports Analyst
4 days ago
Key responsibilities
- Serve as the MAC focal point for all WAVE issues and stakeholder communication
(WIPRO, Business Transformation team, MAC unit managers across HR/Finance/Supply Chain).
- Maintain and own a consolidated issue register (status, priority, SLA, owner,
dependencies, history) and ensure it is up-to-date and accessible to relevant stakeholders.
- Triage incoming tickets: validate, prioritize by business impact, assign clear owners,
and ensure SLAs/expected timelines are established.
- Investigate root causes and identify bottlenecks (vendor implementation, internal
process gaps, configuration defects, training/knowledge gaps).
- Drive follow-up with responsible parties (WIPRO, internal unit leads, Business
Transformation) to advance resolution; escalate proactively when deadlines or SLAs
are at risk.
- Facilitate regular cross-stakeholder coordination meetings (weekly reviews, ad-hoc
technical huddles) and capture action items and owners.
- Prepare concise status reports and dashboards for MAC senior management (weekly
executive summary and an issues dashboard showing trends, high-risk tickets, aging
items and recommended actions).
- Recommend and coordinate escalation paths to MAC senior management or
contracting/ vendor management when systemic issues or resource constraints
require higher-level intervention.
- Support change-control and release planning by ensuring outstanding issues are
considered in patching or configuration changes.
- Promote knowledge transfer and process improvements (identify training needs,
propose process changes, update documentation/knowledge base to reduce repeat
tickets).
- Monitor ticket volume, resolution metrics, and report on improvements; propose
KPIs and SLA targets where absent.
- Any other duties as may be assigned.
Required qualifications & experience
Bachelor's degree in Business Administration, Information Systems, Computer
Science, Finance, HR, or related field. Advanced degree desirable.
5+ years' experience in ERP program support, implementation, or IT service
management; direct experience with Oracle Cloud ERP strongly preferred.
Demonstrated stakeholder management experience in multi-party international or
matrixed organizations.
Proven track record in issue/trouble-ticket management and escalation (ITIL
familiarity an advantage).
Strong analytical skills and ability to synthesize technical and business information
for non-technical executives.
Excellent communication skills (written and verbal), diplomacy, and negotiation
skills.
Experience with reporting tools, dashboards (Power BI, Excel, or similar) and
ticketing systems (ServiceNow, JIRA, Remedy, Oracle Service Cloud, etc.).
Ability to work under pressure, manage competing priorities, and travel occasionally
if required.
Job Type: Full-time
Pay: Php80, Php100,000.00 per month
Benefits:
- Work from home
Work Location: In person
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