DATA & INSIGHTS ANALYST | PHILIPPINES

Travel obsessed Big tech fan Hey, you're in good company. If you want to be part of the

industry that makes the world go round, then look no further.

Travelport is the brains behind lots of your travel bookings- plane, car or hotel. Our technology is used to book that magical holiday, infamous bachelorette party or long overdue school reunion. While we can't solve mosquito bites or lost luggage, we can simplify a lot of the technical parts of travel, and we're looking for the best thinkers to help us do it.

We're hiring right now for a Data & Insights Analyst! Search for #Travelport on LinkedIn and hear from our amazing team.

Role Overview

The Data & Insights Analyst – ServiceNow CSM is responsible for supporting data analysis, reporting, and insight generation related to customer support performance and digital customer experience within the ServiceNow Customer Service Management (CSM) platform.

This role focuses on turning CSM data—cases, channels, customer behavior, AI performance, and operational metrics—into clear, actionable insights that help product, UX, and platform teams improve customer support outcomes.

The Data & Insights Analyst works closely with UX teams, ServiceNow platform leads, and the CSM Product Owner, contributing to data‑driven decision‑making across the product lifecycle.

Key Responsibilities

ServiceNow CSM Data Analysis & Reporting
Analyze ServiceNow CSM data such as case volumes, resolution times, SLAs, backlog, and contact channels
Support creation and maintenance of dashboards and reports using ServiceNow Performance Analytics and reporting tools
Ensure data accuracy, consistency, and timely availability for stakeholders
Monitor trends and identify anomalies or recurring patterns affecting customer support performance
Customer Experience & UX Insights
Partner with UX teams to provide data‑driven insights on customer journeys and digital support usage
Analyze customer behavior on portals and contact channels (where available)
Support measurement of usability improvements and UX changes
Translate data findings into clear insights that inform experience design decisions
AI & Digital Support Insights (CSM Scope)
Support analysis of Virtual Agent and Now Assist for CSM performance
Track metrics such as containment, deflection, fallback rates, and failed interactions
Identify opportunities to improve AI effectiveness and customer self‑service
Collaborate with AI agent and QA roles to validate impact of changes
Collaboration with Product & Platform Teams
Work with the Product Owner to define data and KPI needs for the CSM backlog
Support sprint reviews and roadmap discussions with relevant insights
Collaborate with platform leads to understand data structures, upgrades, and reporting impacts
Help align operational metrics with product and business goals
Platform Upgrade & Change Impact Analysis
Support data validation and reporting during ServiceNow platform upgrades and service pack releases
Compare pre‑ and post‑upgrade metrics to identify unexpected impacts
Assist in verifying reporting continuity and data integrity after upgrades
Document findings and observations related to platform changes

Required Qualifications

Bachelor's degree (or near completion) in Data Analytics, Information Systems, Computer Science, Business Analytics, or related field
Strong interest in data analysis, reporting, and customer experience
Basic understanding of relational data and reporting concepts
Good written and verbal communication skills in English
Analytical mindset with attention to detail and accuracy

Preferred (Desirable)

Exposure to ServiceNow reporting, Performance Analytics, or CSM
Initial experience with dashboards, KPIs, or operational reporting
Familiarity with customer support or service operations metrics
Experience using Excel, BI tools, or analytics coursework/projects

Skills & Competencies

Data analysis and interpretation
Dashboarding and reporting fundamentals
Customer‑centric and insight‑driven thinking
Clear communication of data findings
Collaboration with UX, Product, and Platform teams
Willingness to learn enterprise platforms and AI metrics

Discover why our teams love working here:

We offer a package and benefits that are competitive with hybrid working.

Search for #lifeattravelport for our employee stories on LinkedIn!

Your journey at Travelport starts here.

Our application process is quick, easy, and hassle-free — apply in just a few minutes!

We are an equal opportunities employer and will consider all qualified applicants purely on their skills and abilities. We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform crucial job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation, if needed.

Data Insights Analyst