Junior Functional Support Analyst - Functional Support / Application Support

Description

Job Summary: We are seeking a Junior Functional Process Analyst to execute operations and resolve known issues, ensuring the operational continuity of tools and providing support. Key Highlights: 1. Operational and functional resolution of incidents 2. First-level support to end users (L1/L2) 3. Documentation and updating of knowledge bases Profile: Junior Functional Process Analyst On-site in CDMX (Reforma) Schedules: Option 1: 7:00 a.m. to 5:00 p.m. / Option 2: 9:00 a.m. to 7:00 p.m. Bachelor’s degree in Systems Engineering, Computer Science, or related field. Language: Conversational English is mandatory · Key Responsibilities and/or Activities Focused on operational execution and resolution of known issues. Responsibilities: Ensure basic operational continuity of the corporate credit tool across the three assigned countries. Ensure low-complexity incidents are resolved within service level agreements (SLAs). Activities: Incident handling: Resolve user errors, access issues, or navigation questions regarding the tool. Documentation: Update the knowledge base with solutions to common incidents (FAQs). Multi-country support: Handle tickets from all three regions, respecting local particularities in each. Functions: Escalate technical incidents to the IT team when resolution exceeds functional scope. Provide first-level support (L1/L2) to end users. Technical Knowledge: Ticket management (ITSM): Basic knowledge of tools such as Zendesk, Jira Service Management, or ServiceNow for incident registration, categorization, and tracking according to service levels (SLAs). Data analysis: Intermediate Excel skills (logical formulas, pivot tables, VLOOKUP) for creating basic operational reports. Databases: Fundamental SQL knowledge (basic SELECT queries) to verify information directly in the credit application’s database tables. Documentation: Use of collaboration tools such as Confluence or SharePoint to maintain solution histories and user manuals.-Requirements- Minimum education: Higher education – Bachelor’s degree 1 year of experience Languages: English Keywords: analyst, support, junior