Analyst - Intelligent Automation

📋 Description

• • Be the first line of support for enterprise clients across Asia-Pacific and North America who rely on Probe Group’s Intelligent Automation solutions to run mission-critical processes. Every ticket you touch has a direct impact on their ability to serve millions of end-customers.
• • Own the full lifecycle of service tickets in ServiceNow—from triage and classification to root-cause analysis and final closure—while ensuring 100 % SLA compliance. You will be the single point of accountability for ticket quality, status updates, and client satisfaction scores.
• • Communicate like a consultant: craft concise, jargon-free email updates, host weekly stand-ups with client stakeholders, and present executive-level dashboards that translate raw ticket data into actionable insights. Your storytelling skills will turn metrics into meaningful narratives.
• • Build and nurture long-term relationships with IT directors, automation COE leads, and process owners. You will become their trusted advisor, anticipating pain points before they escalate and proposing continuous-improvement ideas that reduce ticket volume by up to 30 %.
• • Collaborate daily with senior automation architects, cloud engineers, and data scientists inside Innovior—Probe Group’s digital transformation arm—to resolve complex incidents involving UiPath bots, Power Platform flows, and Azure serverless functions. Expect rapid-fire knowledge sharing and pair-debugging sessions.
• • Generate weekly and monthly reports on ticket volumes, mean time to resolution (MTTR), SLA breaches, and customer effort scores. You will automate these reports using Power BI and Azure Logic Apps, freeing yourself for higher-value analytical work.
• • Champion a culture of self-learning by dedicating 10 % of your week to upskilling: complete UiPath Academy tracks, earn new Microsoft certifications, and experiment with emerging Azure cognitive services. Your growth plan will be co-authored with your manager and reviewed quarterly.
• • Contribute to the global knowledge base by writing runbooks, how-to videos, and best-practice playbooks that empower colleagues in Manila, Sydney, Toronto, and Austin to solve similar issues faster. Your documentation will be the gold standard for future analysts.
• • Participate in post-incident reviews and root-cause analysis workshops. You will translate lessons learned into preventive automation—whether that is a new bot health-check script or an alert rule in Azure Monitor—that stops the next outage before it starts.
• • Influence product roadmaps by feeding real-world client feedback to the Innovior engineering team. Your frontline insights will shape the next release of our proprietary automation accelerators, ensuring they solve the right problems in the right way.
• • Enjoy the freedom of full-time remote work from anywhere in the Philippines while staying plugged into a vibrant, global Slack community that celebrates wins, swaps memes, and hosts virtual coffee roulettes every Friday.
• • Work in a psychologically safe environment where curiosity is rewarded, mistakes are treated as data points, and every voice—regardless of seniority—is heard during retrospectives and innovation sprints.