Senior IT Operations Analytics and Insights Analyst

We’re looking for a Senior IT Operations Analytics and Insights Analyst to join our Continuous Service Improvement and Reporting team at MBPS. In this role, you are responsible for driving analytical platforms to strategically enhance the performance of Global IT Operations and overall IT Services, enabling Continuous Service Improvement. This global role involves collaboration with team members across countries and time zones and demands a high level of expertise in sophisticated dashboard design, automation, and advanced analytics.

Position Responsibilities: 

• Analytics and Insights Solutions:
  • Demonstrate proven mastery in the design and delivery of sophisticated analytics and insights solutions supporting Global IT Operations and Service Management.
  • Collaborate effectively with sponsors and stakeholders to accurately capture and deliver required analytics and insights solutions.
• Insight Generation and Presentation:
  • Support the generation of deep insights on trends, bottlenecks, and improvement opportunities, delivering analyses and recommendations through compelling visual and verbal presentations.
• Automation and Efficiency:
  • Lead initiatives to automate reporting solutions, enhancing data utilization for operational automation.
  • Drive a high degree of automation in IT Operations and Service Management reporting, ensuring efficiency and accuracy.
• Machine Learning and AI Integration:
  • Apply hands-on experience with machine learning and AI to enhance analytics and reporting capabilities, including automated data analysis, predictive analytics, and natural language processing.
• Efficient Backlog Management:
  • Utilize industry best practices in SDLC and Agile methodologies to manage requests effectively, ensuring timely delivery and high-quality outputs.
• Customer-Centric Approach:
  • Maintain a focus on user satisfaction using feedback loops and performance metrics, striving for high Net Promoter Scores.
• Continuous Improvement & Innovation:
  • Proactively introduce and integrate up-to-date features into data and visualization tools within Global IT Operations, ensuring cutting-edge solutions.

Required Qualifications:

• Education and Experience:
  • Bachelor’s degree in Computer Science, Information Technology, Management Information Systems, Data Analytics, or a related field.
  • Minimum of 5 years of experience in data modeling, visualization, and analytics with a focus on ServiceNow ITSM platform.
• Technical Skills:
  • Demonstrated real-life application of machine learning and AI in analytics and reporting.
  • Deep knowledge of ITIL framework and IT Service Management processes.
  • Experience with data lake/big data technologies and SNOWMirror is advantageous.
• Certifications:
  • ITIL Foundation Certification (v4 preferred)
  • ServiceNow Certifications (e.g., Platform Analytics, Performance Analytics)
  • Business Intelligence and Data Analytics Certifications (e.g., Microsoft PowerBI, Grafana)
  • Agile and Scrum Certifications (e.g., Certified Scrum Master, Agile Certified Practitioner)
• Other Skills/Experience:
  • Track record of delivering services with high customer satisfaction and Net Promoter Score (NPS).
  • Demonstrated capacity for continuous learning and staying updated with current technologies and techniques in data analytics and reporting.
• Amenable to work in UP Ayala Technohub (Quezon City)
• Amenable to work in any shift schedule assigned (night shift; but flexible depending on business need)

Preferred Qualifications:

• Mastery in ServiceNow reporting (including Platform Analytics and Performance Analytics) with extensive experience in MS SQL, PowerBI, Power Automate, Python, and MS Excel.
• Proven problem-solving skills with the ability to manage multiple tasks and meet tight deadlines.

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.

About Manulife and John Hancock

Manulife Financial Corporation is a leading international financial services provider, helping people make their decisions easier and lives better. To learn more about us, visit https://www.manulife.com/en/about/our-story.html.

Manulife is an Equal Opportunity Employer

At Manulife/John Hancock, we embrace our diversity. We strive to attract, develop and retain a workforce that is as diverse as the customers we serve and to foster an inclusive work environment that embraces the strength of cultures and individuals. We are committed to fair recruitment, retention, advancement and compensation, and we administer all of our practices and programs without discrimination on the basis of race, ancestry, place of origin, colour, ethnic origin, citizenship, religion or religious beliefs, creed, sex (including pregnancy and pregnancy-related conditions), sexual orientation, genetic characteristics, veteran status, gender identity, gender expression, age, marital status, family status, disability, or any other ground protected by applicable law.

It is our priority to remove barriers to provide equal access to employment. A Human Resources representative will work with applicants who request a reasonable accommodation during the application process. All information shared during the accommodation request process will be stored and used in a manner that is consistent with applicable laws and Manulife/John Hancock policies. To request a reasonable accommodation in the application process, contact recruitment@manulife.com.

Working Arrangement