{"id":499298,"url":"https://alion.io/job/deem-data-insights-analyst","title":"Data & Insights Analyst","company":{"id":173503,"name":"Deem","domain":"deem.com","url":"https://alion.io/company/deem","size_band":"201-500","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Oracle","truth_index":{"grade":"A","score":91,"open_postings":13,"ghost_share":0.154,"stale_share":0,"repost_share":0,"time_to_fill_p50_days":57,"computed_at":"2026-10-25T05:49:26Z"}},"role":"Analytics","role_family":"Analytics","seniority":null,"employment_type":null,"work_mode":"hybrid","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Makati, Philippines"],"countries":["PH"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":12500,"max_usd":30000,"period":"year","method":"role_country_seniority_unknown","sample_n":14},"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"AI Agents","optional":false},{"name":"ServiceNow","optional":false}],"status":"live","first_seen_at":"2026-05-19T00:00:00Z","employer_posted_date":"2026-05-19","last_verified_at":"2026-10-25T04:02:33Z","board_verified":true,"closed_at":null,"days_open":159,"trust":{"level":"ok","repost_count":0,"flags":["company_stale"],"days_open":159},"description":"DATA & INSIGHTS ANALYST | PHILIPPINES\nTravel 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.\nTravelport is the brains behind lots of your travel bookings- plane, car or hotel. Our technology is used to book that magical holiday, infamous long-awaited bucket list trip or that 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.\nWe’re hiring right now for a Data & Insights Analyst! Search for #Travelport on LinkedIn and hear from our amazing team.\nRole Overview\nThe 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.\nThis 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.\nThe 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.\nKey Responsibilities\nServiceNow CSM Data Analysis & Reporting\nAnalyze ServiceNow CSM data such as case volumes, resolution times, SLAs, backlog, and contact channels\nSupport creation and maintenance of dashboards and reports using ServiceNow Performance Analytics and reporting tools\nEnsure data accuracy, consistency, and timely availability for stakeholders\nMonitor trends and identify anomalies or recurring patterns affecting customer support performance\nCustomer Experience & UX Insights\nPartner with UX teams to provide data-driven insights on customer journeys and digital support usage\nAnalyze customer behavior on portals and contact channels (where available)\nSupport measurement of usability improvements and UX changes\nTranslate data findings into clear insights that inform experience design decisions\nAI & Digital Support Insights (CSM Scope)\nSupport analysis of Virtual Agent and Now Assist for CSM performance\nTrack metrics such as containment, deflection, fallback rates, and failed interactions\nIdentify opportunities to improve AI effectiveness and customer self-service\nCollaborate with AI agent and QA roles to validate impact of changes\nCollaboration with Product & Platform Teams\nWork with the Product Owner to define data and KPI needs for the CSM backlog\nSupport sprint reviews and roadmap discussions with relevant insights\nCollaborate with platform leads to understand data structures, upgrades, and reporting impacts\nHelp align operational metrics with product and business goals\nPlatform Upgrade & Change Impact Analysis\nSupport data validation and reporting during ServiceNow platform upgrades and service pack releases\nCompare pre- and post-upgrade metrics to identify unexpected impacts\nAssist in verifying reporting continuity and data integrity after upgrades\nDocument findings and observations related to platform changes\nRequired Qualifications\nBachelor’s degree (or near completion) in Data Analytics, Information Systems, Computer Science, Business Analytics, or related field\nStrong interest in data analysis, reporting, and customer experience\nBasic understanding of relational data and reporting concepts\nGood written and verbal communication skills in English\nAnalytical mindset with attention to detail and accuracy\nPreferred (Desirable)\nExposure to ServiceNow reporting, Performance Analytics, or CSM\nInitial experience with dashboards, KPIs, or operational reporting\nFamiliarity with customer support or service operations metrics\nExperience using Excel, BI tools, or analytics coursework/projects\nSkills & Competencies\nData analysis and interpretation\nDashboarding and reporting fundamentals\nCustomer-centric and insight-driven thinking\nClear communication of data findings\nCollaboration with UX, Product, and Platform teams\nWillingness to learn enterprise platforms and AI metrics\nDiscover why our teams love working here:\nWe offer a package and benefits that are competitive with hybrid working.\nSearch for #lifeattravelport for our employee stories on LinkedIn!\nYour journey at Travelport starts here.\nOur application process is quick, easy, and hassle-free - apply in just a few minutes!\nWe 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.\nIf you are having any technical difficulties applying for this position, please email your CV and name of role for which you are applying to .","description_format":"text","description_chars":5099,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":{"level":"bachelor","optional":false},"security_clearance":false,"languages":[{"language":"English","level":"All levels","optional":false}]},"benefits":["Hybrid work"],"hiring_locations":[{"name":"Philippines","iso":"PH","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["Travel & Tourism","Business Travel","Travel Technology"],"lifecycle":[{"event":"open","at":"2026-09-07T09:04:10Z"}],"visa":[],"liveness":{"score":10,"band":"cold","label":"Long shot","p_open":1,"p_active":0.356,"p_room":0.28,"age_days":159,"expected_fill_days":57,"reasons":["conf:1","velocity","win:tail","crowd:"],"computed_at":"2026-10-25T05:49:26Z"},"pay":null,"html_url":"https://alion.io/job/deem-data-insights-analyst","json_url":"https://alion.io/job/deem-data-insights-analyst.json","meta":{"generated_at":"2026-10-25T18:02:18Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":25860,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-26T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":173503},"rest":"https://alion.io/mcp/rest/get_company?id=173503"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fdeem-data-insights-analyst"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fdeem-data-insights-analyst"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fdeem-data-insights-analyst"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/deem-data-insights-analyst\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fdeem-data-insights-analyst"}]}