itsm AnalystRingCentral

Acquire BPO is an award-winning, global business outsourcer with 8,500+ staff operating out of Class A offices in 16 locations across the Philippines, Australia, the Dominican Republic and the US, as well as from comprehensive Work-from-Home environments, where client-permitted. We are one of the fastest-growing BPO companies and Australia's largest outsourcer to the Philippines.
We have 15-years' experience delivering intelligent contact center and back-office functions for global businesses across many industries including telecommunications, banking and financial services, insurance, media, education and retail. We're recognized as being Safe, Flexible and Innovative, giving our clients the capability to Outsource with confidence.
As a dynamic organization with the ability to take your career to the next level, we're looking for strong candidates to join our team and partner with one of the biggest cloud communications companies in the world - RingCentral. We value our employees highly and, as such, offer excellent career development programs and competitive compensation and benefits packages.
RingCentral is the global leader in cloud-based communications and collaboration software. We are fundamentally changing the nature of human interaction-giving people the freedom to connect powerfully and personally from anywhere, at any time, on any device.
We're a $1.5 billion company that's growing at 30+% annually and we're expanding our Infrastructure & Operations Team to make sure we stay ahead of the competition.
Acquire BPO is currently looking for ITSM Analyst to support us, RingCentral:
As an ITSM (IT Service Management) Platforms and Automation Analyst, you'll have the opportunity to drive measurable improvements to the employee support experience within RingCentral via our ITSM and support automation platforms. We're looking for forward-thinking innovators who have spent time in their career providing technology support operations and want to leverage that experience into continuous improvement and automation of employee support practices.
Responsibilities
Serve as a subject matter expert regarding ITSM and support automation platforms
Identify and design conceptual workflows for support automation practices, including conversational Ai chatbot interactions, application/systems provisioning, identity access management, and internal process governance
Deliver user training, mentorship and consultative services with non-IT business stakeholders to increase adoption of ITSM and automation platforms
Utilize objective data via analytics and reporting to identify areas of improvement, authoring reports to provide measurable impacts and gauge success of initiatives
To succeed in this role you must have experience in:
Must-Have
Administrative familiarity and operation of ITSM platforms (e.g. FreshService, ServiceNow, ZenDesk, Remedy, etc). FreshService administration is a strong plus for this role
Experience and understanding of Active Directory and Okta user provisioning and access control practices
Ability to work autonomously and disciplined in meeting deadlines (and ability to clearly communicate blockers/challenges which put projects and initiatives at risk of completion on target)
Intermediate (at minimum) knowledge of integrations concepts; understanding of API capabilities and how to partner with dedicated integration and platform teams is vital to success in this role
Strong command of the English language, primarily in written and conversational scope
Nice-to-Have:
Proven experience with building API (or other integrations) interopability between ITSM and other platforms (such as Office 365, Active Directory, Google Workspace, Jira, Okta)
Formal Project Management experience utilizing PM platforms (such as Clarizen, Jira, Trello, etc)
IT Asset Management principles
Personnel management flows knowledge between ERP and IT systems
Desired Qualifications:
Associate's Degree (or equivalent experience) in a related discipline
At least 2 years of demonstrated experience in support platforms administration
Knowledge of ITIL-related principles and practices
Strong interpersonal communication skills
What we offer:
We offer all the work/life benefits you could ever want, (and none of the micromanagement.)
Work from home temporarily until further notice
Comprehensive HMO package (medical and dental)
Personal Time Off Leaves
Quarterly Performance Bonus
Employee Assistance and Wellness Programs
To know more about the Acquire-RingCentral Manila collaboration, you may visit
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RingCentral

Manila City, Metro Manila
Permanent
Full-time