IT Solution and Automation Analyst

1 week ago

Clark Freeport Zone Pampanga, Philippines BMG Outsourcing Inc. Full time

Work setup: Hybrid (2x onsite/month)

We are seeking a highly motivated and detail-oriented Technology Enablement Analyst to join our MSP business. This role is integral to supporting our clients' technology needs behind the scenes, focusing on technical reviews and the development of innovative solutions. The successful candidate will work closely with internal teams and not generally interact with clients, although on occasion this may be require

Responsibilities:

Client Technical Reviews and Reporting

Provide polished, recommendation-rich technology reviews and proposals by interpreting client needs and business processes. 

Conduct comprehensive technical assessments of client IT systems, infrastructure, and processes against defined standards.

Collaborate with internal stakeholders (Client Managers, Sales Team, Technical Staff) to analyze findings, generate detailed reports, and present forward plans for technology upgrades and improvements. 

Maintain documentation and records of client reviews, recommendations, and improvement initiatives. 

Automation and Artificial Intelligence (AI) Enablement

Research emerging automation and AI technologies to identify opportunities for optimizing business processes.

Provide insights and recommendations for leveraging AI to enhance operational efficiency for both the company and clients. 

Collaborate with internal personnel to design, develop, and implement process automations and AI-driven proof-of-concept solutions. 

Document automation and AI initiatives to support scalability and continuous improvement.

IT Support and Service Delivery

Act as an escalation point for the Level 1 Helpdesk team, assisting in the resolution of complex technical tickets and troubleshooting issues.

Follow standard procedures for escalating unresolved issues to appropriate technical teams. 

Assist in the delivery of IT projects, including installations, upgrades, migrations, and related technical tasks.

Provide exceptional customer care to ensure a positive and professional client experience.

Perform other IT support tasks as required within the scope of the role.

Knowledge Sharing and Continuous Improvement

Contribute to team knowledge sharing and continuous improvement initiatives.

Document and maintain technical knowledge in the form of knowledge base articles and technical notes.

Support the enhancement of internal processes, standards, and best practices to drive efficiency and service quality. 

Requirements / Qualifications:

  • Bachelor's degree or certification in Information Technology, Computer Science, or related field.

  • Industry certifications (e.g., Microsoft, AWS, CompTIA, ITIL) are highly preferred.

  • Minimum 3 years' experience in IT support or administration (Level 2 or similar), ideally within a managed services environment.

  • Strong technical knowledge across cloud technologies, networks, servers, operating systems, and cybersecurity.

  • Experience with automation tools (e.g., Power Automate,PowerShell, Python, R, Zapier) and AI technologies.

  • Understanding project management, systems analysis, and implementation of processes.

  • Excellent communication and documentation skills; able to convey technical information clearly.

  • Proven ability to work independently and collaboratively within technical and non-technical teams.

  • Strong time management, prioritization, and customer service focus.

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