Analyst - Service Delivery Operations

About Orica

At Orica, it’s the power of our people that leads change and shapes our futures.  Every day, all around the world, our people help mobilise vital resources essential to progress. Established in 1874, we have grown to become the world leader in mining and civil blasting with a diverse of team of more than 13,000 across the world.

It’s an exciting time to join us – we are shaping the future of mining through digital and automated technologies, embracing new ways of thinking, pioneering innovation and reimagining the way we work.
 

About the role

We are excited to announce a pivotal opportunity for an Analyst - Service Delivery Operations role to join our esteemed GBS team in Pasig City on a hybrid working setup.

The Analyst – Service Delivery Operations acts as a crucial intermediary between Orica's IT Enterprise Systems teams and external vendor suppliers. This role is pivotal in ensuring the seamless and efficient delivery of IT services that meet Orica's business requirements. The analyst oversees the operational systems, ensuring that all services run smoothly and effectively.

This role is tasked with ensuring that the IT support teams resolve issues within the agreed Service Level Agreements (SLAs). This involves monitoring ticket queues, analysing performance metrics, and coordinating with various teams to guarantee timely and effective resolution of IT problems.
 

What you will be doing

The key accountabilities for this role include supporting and enhancing the availability, stability, and reliability of IT Enterprise system applications within Orica's SAP landscape. This involves monitoring third-party services to ensure they meet contractual obligations, such as SLAs, OLAs, and KPIs, and driving continuous improvement in service performance. 

The role also requires collaboration with BAU support teams to efficiently resolve issues across IT and OT domains, managing major incidents (P1, P2), coordinating resolutions, and facilitating post-incident reviews. Tasks involve maintaining systems, procedures, and artifacts to ensure high service availability and communicating clearly with business users are crucial responsibilities.

In terms of stakeholder engagement, the role involves working closely with key business stakeholders and IT to support solution delivery according to SLA expectations. This includes collaborating with IT Enterprise System Functional Team leads and BAU operational teams to ensure quality solution delivery across the Orica SAP landscape and working with the IT Service Management team to support ongoing service delivery improvements. General responsibilities include the ability to work under pressure, excellent analytical and problem-solving skills, adherence to IT and business process governance frameworks, and participation in the after-hours on-call roster to manage escalated support issues.
 

What you will bring

• Relevant Tertiary qualification in an IT-related discipline.
• 5+ years demonstrated working experience in an IT application support or Service Delivery capacity.
• ITIL (Information Technology Infrastructure Library) certification is highly valuable.
• Strong working knowledge of ServiceNow platform backed by a deep understanding of the reporting fundamentals is preferred.
• Experience in incident & service request management, including the ability to prioritize and resolve IT issues quickly and efficiently, is important for maintaining service levels.
• Demonstrated working experience in the SAP eco system with a good understanding of the supporting cloud saas technologies is preferred.
• Problem solving: The ability to identify and solve complex IT problems is essential.
• Exceptional Customer facing skills backed by good engagement and relationship building skills.
• Strong verbal & written communication skills, convey information to others in a clear and concise manner, including the capacity to speak to both technical and non-technical audiences effectively.
• Ability for foreseeing issues before escalations along with the capability to offer guidance on suitable workarounds and resolutions.
• Ability to analyze data and trends to make informed decisions and improvements in service delivery is valuable.

What we offer

As part of a truly global company, you will have the ability to grow and learn in a diverse, collaborative culture. We foster relationships and learning through connected global and local teams, promote flexible and diverse career paths and support the development of your knowledge and skills. 

You will be paid a competitive salary, learn from talented individuals across multiple disciplines and be able to thrive in a safe workplace within a collaborative culture. Ignite your career at a place where your distinct potential can find its home.
 

We respect and value all

Orica promotes and fosters a culture of inclusion and Equal Opportunity Employment everywhere we operate. We treat our people and applicants with fairness, dignity, and respect, getting the best of everyone’s contributions.

All qualified applicants will receive consideration for employment without regard to race, religion, sexual orientation, gender perception or identity, nationality, age, military or veteran, marital or disability status.