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WTW
Associate Cloud Operations Analyst
Join WTW as an Associate Cloud Operations Analyst in Taguig. Support cloud services, manage incidents, and enhance ServiceNow skills. 2+ years IT experience required.
Consulting
Entry Level
ServiceNow Role Type:
ServiceNow Modules:
IT Service Management
Incident Management
Problem Management
ServiceNow Certifications (nice to have):
Job description
Posted on:
May 7, 2025
We are looking for an Associate Cloud Support Analyst to join our team in Manila, working 24/7 shifts to support cloud products and services. The role involves providing pre and post support for software applications releases, managing incident requests, and developing personal competency in ServiceNow and product knowledge.
Requirements
- Pre and post support for software applications releases
- Manage all incident requests for L1 and L2 within the shift
- Determine root cause analysis, resolve and communicate solutions to customers
- Develop personal competency of the ServiceNow product and build knowledge
- Build knowledge of products and processes
- Achieve personal performance measures, adhering to SLA's and agreed standards/processes
- Work in parameters of the scheduled shift patterns/working times
- Provide backup support to other teams to meet the needs of the business/client expectations
- Produce regular reporting of performance, KPI's and specific SLA's
- Take part in regular Incident Management reviews/audits/surveys
Requirements Summary
2+ years of experience in IT support and cloud operations, knowledge of ServiceNow, excellent communication and problem-solving skills
