Senior Business Analyst – GDC, Standards & Strategy

About the Role The Senior Business Analyst – Global Delivery Center (GDC), Standards & Strategy plays a critical role in driving alignment, efficiency, and strategic maturity across MRI Software's Global Support organization. This role focuses on analyzing core support processes, identifying gaps and inconsistencies, and partnering with Support Enablement, Delivery, and Regional Leadership to define and operationalize global standards. The role blends analytical standards with strong communication and presentation skills, enabling leadership to make data-driven decisions and advance AI-driven strategies to improve support efficiency, customer self-service, and case outcomes. What You Will Do Global Standards & Process Analysis Analyze end-to-end support processes across regions to identify: Gaps, inefficiencies, and inconsistencies Opportunities for standardization and simplification Define and document global standards for: Core support workflows and systems Operational handoffs and governance Partner with Support Enablement and Delivery leadership to translate standards into actionable, adoptable processes Strategy & Cross-Functional Partnership Partner with: Support Enablement leadership Support Delivery leadership Regional Support leaders Facilitate alignment across global teams by: Leading working sessions and reviews or core operational processes and documentation Driving consensus priorities and global standards Support process standards and change adoption across regions AI & Optimization Strategy Support Analyze opportunities to leverage AI across global support to: Improve process and standards adherence Promote and increase self-service effectiveness Reduce manual effort and process friction Partner with stakeholders to define AI-related metrics and success criteria Enablement & Documentation Support enablement efforts by ensuring: Core processes, systems, and tools are clearly documented Documentation aligns to defined global standards Contribute to materials that support rollout and adoption of new or updated processes and systems/tools What We Are Looking For Required Experience & Qualifications 3+ years of experience as a Business Analyst, Senior Analyst, or similar role within support operations or global delivery environments Proven experience analyzing and improving processes across a global or multi-region organization Strong experience working with KPIs, reporting, and performance analysis Demonstrated ability to work closely with both delivery and leadership stakeholders Skills & Competencies Strong analytical and problem-solving skills with the ability to synthesize complex data into clear insights Excellent presentation and storytelling skills for executive and leadership audiences Strong process modeling and documentation capabilities Ability to influence alignment and change without formal authority Comfortable operating at both strategic and execution levels Core Attributes Structured, detail-oriented, and outcomes-driven Confident communicator with strong stakeholder presence Curious and forward-thinking, particularly around AI and automation Adaptable and effective in complex, evolving global environments Nice to Have Experience in SaaS, enterprise software, or global support organizations Familiarity with support systems such as Amazon Connect, Salesforce, Zendesk, or similar platforms Exposure to AI-driven support initiatives (chatbots, knowledge optimization, deflection analysis) Experience with a Global Delivery Center (GDC) model Benefits Career growth opportunities in a diverse and supportive work environment. Competitive Salary Package Prime office location in Ortigas (Easy access to MRT stations, restaurants, and banks) Hybrid Working Arrangement (2 days WFH) HMO coverage with free dependent upon hire. Free 24/7 access to our office gyms (Ortigas and Makati) Total of 20 annual leaves to be used on your own discretion (including 5 credits convertible to cash) Plus, additional benefits. About Us From the day we opened our doors, MRI Software has built flexible, game-changing real estate software that powers thriving communities and helps make the world a better place to live, work and play. Fulfilling that mission is only possible because of one thing: exceptional people. People like you! Our people-first approach to PropTech is defining a new industry standard for client experiences that, quite frankly, can't be duplicated. Experiences that deliver real value every day. And we know those experiences begin with our people. We believe MRI is more than just a workplace; it's a connected community of people who truly feel they belong. Whether we're investing in employee resource groups or providing tailored resources for each person to reach their full potential, we're passionate about creating a work environment that makes you excited to show up every single day. At MRI, one of our core values is to strive to amaze. From the intelligent solutions we create to the culture we cultivate, that's our goal every day. Because that's what industry leaders do. Whether you're joining as a new Pride member or rejoining us after a short time away, your talent is vital to us, our partners and our clients. Amazing growth requires amazing employees. Are you up to the challenge? We know confidence gap and imposter syndrome can get in the way of meeting remarkable candidates, so please don't hesitate to apply. We'd love to hear from you! MRI is proud to be an inclusive employer. We welcome and celebrate diversity across all backgrounds, including ethnicity, religion, sexual orientation, gender identity, disability, age, military, veteran status and more. We believe that Belonging is a direct result of Diversity, Equity, and Inclusion. Those values are woven into the fabric of who we are and are foundational to our continued success. Come and see for yourself! At MRI, our company culture is more than a talking point – it's what makes us shine! We value your hard work and encourage you to be your whole self while you do it. Passion, integrity, and inclusion mixed with a healthy dose of fun is what makes us the right fit for your next career move! We're completely dedicated to making this the best job you've ever had! We want our teams to love working here, so we've created some incredible perks for you to enjoy: Join our employee-led resource groups to maximize your experience at work. Add 16 extra hours to your time off to shorten your workday as part of our Flex at MRI program. Utilize 16 hours of paid time to volunteer. Know great workers? Our generous employee referral scheme rewards you for bringing in talent. Enjoy peace of mind with our regional-specific healthcare benefits for you and your family. Big on family? So are we! Our Parental Leave and parental support perks allow you to grow your family comfortably as an MRI employee. Maintain a fantastic work-life balance with PTO days plus observed holidays. Further your professional development and growth with our tuition reimbursement offerings. Enjoy the flexibility of working from anywhere in the world for two weeks out of the year. And more! Now, take a glimpse into some of the fun we have here: MRI Software Instagram