Senior Analyst Agent & Partner Support

Senior Analyst, Agent and Partner Support – Quezon City, Philippines

Are you interested in joining a globally diverse organization where our unique contributions are recognized and celebrated, allowing each of us to thrive? Then, it’s time to join Western Union as a Senior Analyst, Agent and Partner Support.

Western Union powers your pursuit.

The Senior Analyst, Agent and Partner Support contributes to the effectiveness of operations by providing process documentation, while responding to work incidents/cases and requests regarding FLA's technical support – installation, configuration and/or maintenance of IT hardware, software and the deployment of new technology, performing new PC installations, troubleshooting and repair.

Role Responsibilities

• Process Documentation, supports Windows workstations and various IT peripherals, used in locations both for independent and network accounts.
• Modifies systems and/or programs based on user and system specifications.
• Assists in integration of new hardware configurations and provides support of client technologies on workstations and peripherals.
• Supports the stores escalating issues related to software and hardware and acting as a liaison with internal Western Union teams.
• Comprehensive Tech Support: Provide remote tech support for Front Line Associates (FLAs)
• Escalation handling: Resolve and conduct root cause analysis on technology related issues by FLA
• Service Now Monitoring: Reviews and updates Service Now tickets created by the CSC sent to internal teams until resolution
• Project Deployment: Provide support on new projects and deployment relating to new technology used by FLAs
• Adhoc Tasks: Assists on additional tasks such as documentation, reporting, UAT testing, and activation assistance.

Role Requirements

• Technical Expertise: Possess 3-4 years of hands-on experience and strong knowledge of Microsoft operating systems, with solid experience supporting Windows 10/11 in an enterprise environment.
• Experience in supporting stores with similar concepts – customer transaction related hardware and software.
• Infrastructure Knowledge: Experience working with Active Directory, remote support tools, printers.
• Communication Skills: Possess professional written and oral communication skills with proficiency in language.
• Problem-Solving Skills: Proven problem-solving skills, a robust technological background, and an understanding of business processes.
• Industry Experience: Previous experience in the money transfer industry is preferred.

We make financial services accessible to humans everywhere. Join us for what’s next.

Western Union is positioned to become the world’s most accessible financial services company —transforming lives and communities. We’re a diverse and passionate customer-centric team of over 8,000 employees serving 200 countries and territories, reaching customers and receivers around the globe. More than moving money, we design easy-to-use products and services for our digital and physical financial ecosystem that help our customers move forward.

Just as we help our global customers prosper, we support our employees in achieving their professional aspirations. You’ll have plenty of opportunities to learn new skills and build a career, as well as receive a great compensation package. If you’re ready to help drive the future of financial services, it’s time for Western Union. Learn more about our purpose and people at https://careers.westernunion.com/.

Benefits

You will also have access to short-term incentives, multiple health insurance options, accident and life insurance, and access to best-in-class development platforms, to name a few (https://careers.westernunion.com/global-benefits/). Please see the location-specific benefits below and note that your Recruiter may share additional role-specific benefits during your interview process or in an offer of employment.

We are passionate about diversity. Our commitment is to provide an inclusive culture that celebrates the unique backgrounds and perspectives of our global teams while reflecting the communities we serve. We do not discriminate based on race, color, national origin, religion, political affiliation, sex (including pregnancy), sexual orientation, gender identity, age, disability, marital status, or veteran status. The company will provide accommodation to applicants, including those with disabilities, during the recruitment process, following applicable laws.

Your Philippines specific benefits include:

• Paid sick leave and vacation leave
• Health card (HMO) coverage from day 1 of employment – dependents can be covered, subject to the insurer’s review of eligibility.
• Hybrid working arrangement

Our hybrid work model

Western Union values in-person collaboration, learning, and ideation whenever possible. We believe this creates value through common ways of working and supports the execution of enterprise objectives which will ultimately help us achieve our strategic goals. By connecting face-to-face, we are better able to learn from our peers, problem-solve together, and innovate.  

Our Hybrid Work Model categorizes each role into one of three categories. Western Union has determined the category of this role to be Hybrid. This is defined as a flexible working arrangement that enables employees to divide their time between working from home and working from an office location. The expectation is to work from the office a minimum of three days a week. 

Estimated Job Posting End Date:

08-15-2025

This application window is a good-faith estimate of the time that this posting will remain open. This posting will be promptly updated if the deadline is extended or the role is filled.