Knowledge Management Support Analyst

1 week ago

Quezon City, National Capital Region, Philippines Manulife Full time ₱1,200,000 - ₱2,400,000 per year

The
Knowledge Management's Support Analyst
's primary role is to oversee all documentation of Service Desk and ensure that it is in accordance with Manulife's policies, security protocols, and objectives. He should have a very strong relationship with Vendor-Knowledge Manager so they can work together to define the knowledge management strategy and maintain understandable and up-to-date articles for Service Desk and the end-user community.

Position Responsibilities:

  • Responsible in strategizing, planning, and leading documentation initiatives with Vendor-Knowledge Manager, Vendor Leaders, and Manulife governance.
  • Act as liaison between Vendor and Manulife stakeholders when producing / updating SRDs / articles during project implementation, new initiatives, or maintenance efforts.
  • Monitor that all SRDs / SNow articles are produced / updated in a timely manner, are written in a language that is understandable to all Vendor-Service Desk staff regardless of tenure, and all tacit knowledge or possible breakpoints are identified and documented.
  • Actively identify key areas for improvement and collaborate with Vendor leaders to implement new initiatives.
  • Ensure that Vendor is meeting the KPIs related to Knowledge and report to Management any possible issues, risks, and mitigation plans as needed.
  • Assist in documentation audits and analysis between Manulife and Vendor.
  • Help the team increase FCR through sufficient and accurate documentation.
  • Work on special projects or duties related to Service Desk as assigned or requested.
  • Work together in a small team with a common purpose, follows rules from Senior staff and leaders as mandated by the company.

Required Qualifications:

  • Bachelor's degree in any course (Computer related course is a plus.)
  • Strong Knowledge in Service Now
  • Experience in Technical Documentation specifically in Service Now (At least 2 - 3 years' experience)
  • Knowledge of Microsoft Office Suite, Lotus Notes, Active Directory and a variety of other Service Desk related applications.
  • Technical service experience and strong customer service orientation (At least 3 years' experience in Customer Service / Technical Support is a plus.)
  • Experience in support of a dynamic Service Desk environment covering desktop and application troubleshooting is preferred.
  • Strong verbal and written communication in English; able to effectively articulate technical vision, possibilities, and outcomes
  • Strong time management and multi-tasking skills
  • Strong listening, analytical, and problem-solving skills
  • Strong organizational skills with emphasis on detail and follow-up
  • Excellent Attendance Record
  • Ability to work in a rotating schedule
  • Ability to work in minimal supervision
  • Average to excellent interpersonal skills
  • Ability to work in a complex and fast-paced work environment
  • Ability to work in a hybrid setup: 3 days onsite and 2 days remote
  • Excellent work ethics
  • Great team player

Preferred Qualifications:

  • Service Desk Analyst Certification is a plus
  • Knowledge-Centered Service (KCS) Certification is a plus
  • An ITIL qualification is a plus

When you join our team:

  • We'll empower you to learn and grow the career you want.
  • We'll recognize and support you in a flexible environment where well-being and inclusion are more than just words.
  • As part of our global team, we'll support you in shaping the future you want to see.

  • Support Analyst

    2 weeks ago

    Quezon City, National Capital Region, Philippines ARTECH TECHNOLOGY INC Full time ₱900,000 - ₱1,200,000 per year

    About the role We are looking for a talented and dedicated Support Analyst to join our team at ARTECH TECHNOLOGY INC. In this contract role, you will be responsible for providing high-quality IT support and troubleshooting assistance to our clients. As a Support Analyst - AMS, you will be based in Quezon City, working within our Information & Communication...

  • Knowledge Management Analyst

    2 weeks ago

    Mandaluyong City, National Capital Region, Philippines Unisys Full time ₱600,000 - ₱800,000 per year

    We Believe in BetterWe are a global information technology company that builds high-performance, security-centric solutions that can help change the world. Enhancing people's lives through secure, reliable advanced technology is our vision.At Unisys, we believe in better Here, you have the opportunity to learn new skills, apply your expertise, and solve...

  • Knowledge Analyst

    2 weeks ago

    Mandaluyong City, National Capital Region, Philippines Unisys Full time ₱300,000 - ₱600,000 per year

    What success looks like in this role: Creating and maintaining knowledge articles and repositories.Promoting knowledge sharing across teams.Ensuring knowledge base accuracy and usability.Driving adoption of knowledge management tools.Analyzing usage trends to improve knowledge assets.You will be successful in this role if you have:BA/BS degree and 2-4 years'...

  • Service Assurance Analyst

    2 weeks ago

    Mandaluyong City, National Capital Region, Philippines GOODMAN SUPPORT SERVICES INC. Full time ₱30,000 - ₱60,000 per year

    Functional Overview:As a Service Assurance Analyst (NOC), you will play a critical role in the proactive monitoring, resolution, and escalation of complex technical incidents across network, infrastructure, and application services. You will act as the escalation point for Tier I analysts and ensure service performance issues are swiftly resolved or...

  • Application Support Analyst

    2 weeks ago

    Makati City, National Capital Region, Philippines OpenText Full time ₱300,000 - ₱600,000 per year

    YOUR IMPACTOpenText is more than just a place of employment. It's an exciting and diverse organization with intelligent people, innovative programs, and dynamic opportunities to enhance your career and life. The OpenText culture recognizes "People First" and supports you to further develop and grow your career.Join a leading IT company as anApplication...

  • Loan Administration Support

    1 week ago

    Mandaluyong City, National Capital Region, Philippines Outsource Broker Support Full time ₱60,000 - ₱80,000 per year

    You will be required to assist in all aspects of the mortgage broking and lending administration processes, which may at times extend beyond the duties listed below.Managing the day-to-day loan process, such as following up to chase outstanding documentation, packaging loans, and liaising with lenders to efficiently support your clients processes.This will...

  • Business Analyst

    2 weeks ago

    Quezon City, National Capital Region, Philippines CF Outsourcing Solutions Full time $30,000 - $60,000 per year

    Job Summary:We are seeking an experienced Business Analyst to join our team, reporting directly to the Chief Operating Officer (COO). This full-time role is on-site in Las Vegas (with hybrid flexibility for exceptional candidates) and will focus on internal data analysis, KPI tracking, financial reporting, invoice/commission management, and providing...

  • Analyst, Analytics

    2 weeks ago

    Quezon City, National Capital Region, Philippines 36201c28-41ad-4d09-b70b-83b0b1739e43 Full time ₱1,500,000 - ₱3,000,000 per year

    DepartmentGlobal ProcurementEmployee TypeProbationaryAnalyst, Analytics & Compliance (Global Procurement)Grow Beyond UR Job with URC Create UR journey in a workplace where your growth goes beyond UR job. Thrive in an environment filled with fun, collaboration, and fulfillment as we delight everyone with good food choices.Universal Robina Corporation is...

  • IT Support Analyst

    2 weeks ago

    Quezon City, National Capital Region, Philippines Stark Asia Solutions, Inc Full time ₱360,000 - ₱480,000 per year

    Minimum 2–3 years of experience in an IT Service Desk or Technical Support roleBackground in a BPO setting (International voice support experience is a must)Strong hands-on experience with ServiceNow (SNOW), Active Directory (AD, Microsoft Outlook, Excel, Teams, Troubleshooting Microsoft-related issuesProficient in software and hardware...

  • Application Support Analyst

    2 weeks ago

    Quezon City, National Capital Region, Philippines Emapta Global Full time ₱1,000,000 - ₱2,500,000 per year

    Secure Systems, Empower Businesses, Drive Accuracy Every DayOur client isa global leader in secure business payments, safeguarding over $216 billion annually from fraud, errors, and cybercrime.They provide continuous control monitoring and automated verification tools that protect accounts payable and receivable, ensuring seamless transactions. With more...