Helpdesk Support Analyst

Job Locations PH-Pasig City
Job ID
Information Technology
Position Type
Full Time
Reports To
Global Head of BI
Remote Office

Business Overview

Genus is a FTSE 250 company, headquartered in the UK and listed on the London Stock Exchange. With revenues of around $600 million, it has a workforce of approximately 3,000 employees throughout the world. Genus has been one of the best performing stocks on the London Stock Exchange. Genus is a global market leader in bovine and porcine genetic improvement, Genus helps its customers in the dairy, beef and porcine supply chains around the world. Genus’ vision of “pioneering animal genetic improvement to help nourish the world” is supported by its core values to be customer-centric, resultsdriven, pioneering, people-focused and responsible.

Role Overview

The IT Business Intelligence Operations Support works with key business partners and team members for the successful execution and delivery of Business Intelligence (BI) processes and outputs within various systems to agreed Service Level Agreements.

Essential Duties and Responsibilities

  • Monitoring the BI support queue and supporting the day to day tasks required on BI applications such as Cognos Controller, IBM Planning Analytics and Power BI
  • Undertaking prompt initial triage of support tickets, advising remediation options and
    facilitating the delivery of a solution.
  • Escalating issues to other areas of the team for further action, when necessary.
  • Implementing appropriate checks to ensure ‘fit for purpose’ outputs, rigorously observing quality gates throughout the process
  • Ensuring stakeholders are provided timely feedback regarding issue resolution and appropriate sign-off before closure are attained.
  • Identifying and delivering high quality improvements to enable proactive and/or automated monitoring, alerting and initial triage of issues occurring in the delivery and
    execution of BI processes.
  • Working closely with the different BI system owners to plan and implement upgrades to various systems, ensuring these developments are in line with business objectives and standards.
  • Supporting the maintenance of a central list of all BI processes, including key metadata, and ensuring they remain representative of current state.
  • Capturing agreed metrics to measure the performance of the BI Support service (e.g. time to run, completion & delivery time) and identify possible improvements within the BI service


  • Proven experience using MS SQL to access, query, and monitor processes, including ability to understand SQL errors, audit and other system captured data.
  • Proven understanding of architectural design of a MS SQL Server based BI environment. This includes, but is not limited to, the design and implementation principles of Data Warehouse based on dimensional modelling.
  • Knowledge and experience using MS SSIS, Azure Analysis services, data factory to enable effective triage in order to maintain ETL processes
  • An understanding of how to utilize PowerBI to provide data and create visualizations or demonstrate an experience with a similar visualization tool.
  • Proficiency in the use of Microsoft Word, Excel and PowerPoint
  • High customer focus and effective organization skills
  • IT Business Intelligence Operations Support
  • Knowledge of Cherwell and VSTS / Azure DevOps an advantage

Equal Employment Opportunities

Genus is an equal opportunity employer. In accordance with anti-discrimination law, it is the purpose of this policy to effectuate these principles and mandates. Genus prohibits discrimination and harassment of any type and affords equal employment opportunities to employees and applicants without regard to race, colour, religion, sex, sexual orientation, gender identity or expression, pregnancy, age, national origin, disability status, genetic information, protected veteran status, or any other characteristic protected by law. Genus conforms to the spirit as well as to the letter of all applicable laws and regulations.


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