Service Analyst

Service Analyst

Morning shift | 1x a week return to office in Taguig, Metro Manila

Must be able to start asap.

Job Description:

• Responsible for completing activities and cases within one of these areas within Support & Testing:

     o User Acceptance Testing

     o Deployment check and Impacts

     o Review and Sign Off (Peer Checking)

• Perform User Acceptance Testing (UAT) in SAP, Success Factor and Service Now Case Management to validate system enhancements, configurations, and new functionalities.

• Responsible for managing and executing highly critical/priority and complex support and testing transactions/activities

• Coordinate with DevOps teams to identify, track, and resolve system defects and issues.

• Conduct deployment readiness and post-deployment validation checks to ensure successful releases.

• Responsible for improvements/streamline processes/issues including but not limited to:

    o Undertaking User acceptance, Controls testing, Process testing for any changes that are undertaken for Outsourced HR Processes.

    o Perform country statutory updates and system change communications, walk me configuration and maintaining knowledge for                 payroll calculations.

    o Run various Test cases on prescribed changes by the client Technology or change management team.

    o Determine if assigned scenarios pass or fail and record findings on the HPALM

    o Provide detailed description of scenarios that failed

    o Attend scheduled test stand-up meetings for highlighting risks & issues and any help that is required to complete all assigned                     scenarios

    o May suggest additional test scenario to be added to the Scenario tracking document

    o Test / Retest all assigned scenarios

    o Process workflow redelegations in SuccessFactors.

    o Configure and maintain WalkMe content

• Bachelor’s Degree in Information Technology, Computer Science, Human Resources, Business Administration, or a related field.

• Experience supporting SAP, SuccessFactors applications, Service Now Case Management and HR systems.

• Knowledge of User Acceptance Testing (UAT), defect management, and deployment validation processes.

• Experience coordinating with DevOps, technical, and business teams to resolve system issues.

• Hands-on experience configuring WalkMe solutions, including ShoutOuts, SmartTips, Smart Walk-Thrus, Launchers, and Shuttles.

• Strong analytical, problem-solving, and troubleshooting skills.

• Good communication and stakeholder management skills.

• Ability to manage multiple priorities and work effectively in a fast-paced environment.

• Experience with HR technology implementations, enhancements, or system support is an advantage.

Hiring process:

Initial Screening, First and Final Interview via MS Teams