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ITSM Coordinator

Job Type: Full time

Job Category: N/A

Posted: 4 days ago

About The Role:

About the Role:

• The ITSM Coordinator serves as the critical link between the Service Desk and technical Operations/Development teams. This senior-level functional role analyses ticket trends, manages high-priority escalations, and streamlines the handover process between support and engineering via Zendesk and Jira.

Job Description:

Key Responsibilities:

• Trend Analysis & Reporting: Conduct weekly/monthly analysis of Zendesk ticket data to identify recurring technical issues. Provide actionable insights and recommendations to the Operations team to reduce incident volume.
• Zendesk-Jira Integration Management: Oversee the end-to-end “Dev Handover” process. Ensure all escalations from Zendesk to Jira include necessary reproduction steps, logs, and business impact data.
• Escalation Oversight: Act as the primary point of contact for aged or high-priority tickets. Facilitate communication between front-line agents and back-end engineers to ensure SLAs are met.
• Liaison & Communication: Translate complex technical updates from Development/Ops into clear, customer-facing language for the Service Desk team.
• Continuous Improvement: Maintain the Knowledge Base (KEDB) and update Standard Operating Procedures (SOPs) based on resolved Jira issues to prevent future escalations.

Required Skills & Experience:

• Platform Expertise: Advanced proficiency in Zendesk (Views, Triggers, Automations) and Jira (Issue types, Workflows, Sprint cycles).
• Analytical Mindset: Ability to export data and create reports (Power BI, Excel, or Zendesk Explore) that highlight “Problem” areas vs. “Incident” spikes.
• Technical Literacy: Sufficient understanding of infrastructure/app development to triage issues before they reach the DevOps team.
• Soft Skills: Strong negotiation and conflict-resolution skills to manage competing priorities between Support and Development.

Preferred Qualifications:

• ITIL v4 Foundation certification.
• Experience in a “Shift-Left” environment (moving technical resolution closer to the front line).

Technical Configuration Analyst

Job Type: Full time

Job Category: Analyst

Posted: 5 days ago

About The Role:

TECHNICAL CONFIGURATION ANALYST

About the role

The Technical Configuration Analyst is the technical backbone of our delivery team. This is a delivery-centric role designed for a specialist who thrives on precision execution and hands-on platform mastery. You will balance two critical functions: the high-accuracy configuration of our SaaS environments and the professional production of technical documentation. You will act as a bridge between complex product features and clear, accessible information for both internal teams and external clients.

Key Responsibilities

Platform Configuration & Execution (Primary):

• Own the hands-on execution of platform settings and feature enablement via the admin/configurator interface based on business requests.
• Manage the Jira backlog for configuration tasks, ensuring a high velocity of accurate, quality-checked ticket completions.
• Secure formalised stakeholder approvals for all production changes, ensuring strict adherence to governance processes and audit trails.

Technical Writing & Multimedia Production:

• Create high-quality technical documents, including user manuals, support/FAQ content, product descriptions, and instructional materials.
• Work closely with Product and Tech teams to obtain an in-depth understanding of new features and translate them into clear documentation for the internal and external audiences.
• Ensure all required documentation is accurate, concise, and aligned with EonX or client-specific brand guidelines.
• Produce engaging ‘How-To’ videos using Arcade to supplement written guides.
• Own the internal product repositories in Confluence, ensuring gold-standard guides are updated as new features are released

Requirements

Technical & Systems Expertise

• SaaS Platform Proficiency: Proven experience navigating and configuring complex SaaS administrative dashboards or CMS environments.
• Tool Mastery: Advanced proficiency in Jira (for ticket lifecycle management) and Confluence (for documentation hierarchy and version control).
• Multimedia Skills: Experience using screen-capture and video enablement tools (e.g. Arcade or Loom) to create instructional content.

Technical Writing & Communication

• Professional Technical Writing: Mastery in drafting software documentation, including user manuals, FAQs, and feature descriptions tailored to both technical and non-technical audiences.
• Information Architecture: Ability to organise complex information into logical, searchable, and easy-to-digest internal repositories.
• Editing & Proofreading: Exceptional attention to detail with a high standard for English grammar, syntax, and consistency with brand voice/style guides.
• Translational Skills: The ability to analyse a product feature, grasping its technical complexity and translating it into a simple ‘How-To’ guide.

Governance & Process

• Change Management: A disciplined approach to production environments, with experience following formal approval workflows and maintaining audit trails for system changes.
• Priority Management: The ability to pivot between high-priority configuration tickets and long-term documentation projects based on business needs.

Experience & Qualifications

• Relevant Background: 2-4 years of experience in a Business Analyst, Quality Assurance, Technical Writing, Application Support, or Implementation Specialist role within a SaaS or FinTech environment.
• Agile Exposure: Familiarity with Agile methodologies and how delivery cycles impact documentation updates.
• Portfolio (Desirable): Ability to provide examples of previous technical writing or instructional video content.

Work Details

• Shift: Monday to Friday: 6:00am- 3:00pm or 7:00am- 4:00pm PH Time; depending on business needs
• Location: Makati | *Work from Home Until Further Notice
• Status: Full-time Employment or Contractual engagement

Job Description:

Part-time Graphic Designer

Job Type: Part time

Job Category: Marketing

Posted: 2 weeks ago

About The Role:

Graphic Designer

ABOUT THE ROLE

We are seeking a talented and detail-oriented Part Time Graphic Designer to join our team. This is a creative opportunity for a designer who takes pride in polished, high-end work that reflects the quality and sophistication of the brand.

Job Description:

KEY RESPONSIBILITIES

• Create and update specification guides for window furnishings, ensuring accuracy, visual consistency and brand alignment
• Design and refresh business development presentations that communicate our offering compellingly to clients and project partners
• Illustrate engaging infographics for internal knowledge bases and specification guides to simplify complex technical content
• Manage and maintain organized file structures and Canva folder libraries, ensuring all assets are accessible and version-controlled
• Produce one-page documents and brochures to support the training team with clear, professional visual learning materials
• File and accurately label all professional photography within our Digital Asset Management (DAM) system, maintaining a well-organized and searchable library

REQUIRED SOFTWARE PROFICIENCY

• Canva (Design Platform)
• Adobe InDesign
• Adobe Illustrator
• SharePoint (File Management)

EXPERIENCE & QUALIFICATIONS

• Minimum 3 years of professional graphic design experience in a commercial environment
• A strong portfolio demonstrating expertise in both print and digital design
• Experience within a premium, high-end, or design-led brand environment highly regarded
• Tertiary qualification in Graphic Design, Visual Communication, or a related discipline preferred
• Familiarity with the window furnishings, interior design, or construction industry an advantage

PERSONAL ATTRIBUTES

• Exceptional attention to detail with an uncompromising standard of design output
• Highly organized with the ability to manage multiple projects and deadlines simultaneously
• Proactive and self-motivated, comfortable working autonomously with minimal supervision
• A collaborative team player with clear, professional communication skills
• A genuine passion for design aesthetics and an appreciation for premium interiors and craftsmanship

Work Details

• Shift: Monday to Friday: (AU time – 6:00am 3:00pm or 7:00am- 4:00pm PH Time) ; depending on business needs
• Location: Makati | *Work from Home Until Further Notice
• Status: Part-time | Contract