Job Description

Systems Support Specialist - APAC Community Operations (Manila)

At Uber, we ignite opportunity by setting the world in motion. We take on big problems to help drivers, riders, delivery partners, and eaters get moving in more than 600 cities around the world.

We welcome people from all backgrounds who seek the opportunity to help build a future where everyone and everything can move independently. If you have the curiosity, passion, and collaborative spirit, work with us, and let’s move the world forward, together.

About the Team:

The Manila Reporting Team is responsible for building and maintaining daily, weekly and monthly reports and dashboards to the Manila COE and regional / shared service stakeholders. The team works in synergy with site operations in the COE and with regional teams across different parts of the world. Together with our partners from Workforce, Quality and Learning, and Operations, the Manila Reporting Team provides quality data and reporting leading to business decisions that influence service levels for our riders, driver partners, eaters and couriers.

The work being done by the team is focused on troubleshooting system issues, identifying patterns of issues to help report to vendors, and building dashboards/reports to provide insights to teams about their program’s data.

About the Role:

You will help operations and/or regional teams by supporting their decision making through your analytical eyes, data-driven approach, and operational mindset. The ideal candidate for this role should have strong analytical skills, excellent time-management, priority setting and organizational habits, the ability to clearly communicate and present information to seek buy-in and excellent team interaction.

What you will Do:

• Support the Systems & Process team under Global Enablement. This includes supporting two sub-teams: External Tools and C360 (agent feedback program)
• Under External Tools you will support the system administration of third party support software, documentation of processes, and implementation of tools or features within the scope of the team. This includes, but is not limited to, Zendesk, Zendesk Chat, Sprinklr, Smooch.io, Yext, LINE
• Under C360, you will assist with building reports and dashboards leveling Jira’s Dashboard, Reports and eazyBI features to support the program

What you will Need:

• Zendesk or other support system administration experience
• Jira Service Desk administration and reporting experience, including a proficiency in eazyBI and JQL
• Strong communication and organisation skills, with the ability to synthesise a lot of information quickly, highlight the key takeaways, and disseminate actionable insights
• Ability to work with remote teams and across time zones to develop strategies and foster a cohesive and creative work environment
• Ability to self-serve, investigate, get the required data and expertise in data visualization/presentation
• Exceptional analytical, problem solving, and data management skills
• Internal: 6 months in Uber

Bonus skill set:

• Ability to write SQL queries
• Experience building dashboards in Tableau

Shift Schedule:

PH time, ideally starting at 8AM to be able to meet with USA in AM and EMEA in PM.

See our Candidate Privacy Statement

At Uber we don’t just accept difference—we celebrate it, we support it, and we thrive on it for the benefit of our employees, our products and our community. Uber is proud to be an equal opportunity workplace. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status.