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Service Management Analyst

Job Location: Manila

Job Number: 10687


- Job description

• Collaborate with other teams on reporting, change, and satisfaction survey capabilities
     • Support continuous improvement and organization development activities
     • Coordinate changes with operations, including directing the change management process and executing Change Board meetings
     • Prepare data and coordinate Governance meetings
     • In charge of notification process for incidents
     • Assessment and selection of incidents that should be addressed in problem management process
     • Implement problem management process with contract teams, including preparing for and conducting post incident review meetings
     • Review and analyze satisfaction surveys; summarize findings; work with contract service delivery team leads to determine remedial actions
     • Drive first draft of client facing and internal reports to final approval
     • Amend metric gap and trending analysis based on client account knowledge
a. Degree in Information Technology, Computer Science or other relevant field
     b. Minimum of 2 years relevant experience
     c. Experience in dealing with external partners
     d. Good communication skills
     e. Background in Project Management, Change management, Stakeholder Management, Work Planning Management, Performance Management, Risk Management and Scope Management
     f. Leadership experience is an advantage

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