Junior Functional Process Analyst

Description

Job Summary: We are seeking a Junior Functional Process Analyst to ensure the operational continuity of corporate credit tools, resolve incidents, and provide end-user support. Key Highlights: 1. Focused on operational execution and resolution of known issues. 2. Ensure resolution of low-complexity incidents within service-level agreements (SLAs). 3. Provide first-contact (L1/L2) support to end users. IDS Comercial is a 100% Mexican IT company with 44 years of experience and presence in Mexico, Latin America, and the USA. Over 1,500 consultants work across numerous projects in financial, commercial, manufacturing, telecommunications, services, government, and other sectors. We are accredited at CMMI Level 5 (Capability Maturity Model Integration), a quality model established by the Software Engineering Institute (SEI). Certified under ISO/IEC 27001:2013. Recognized as a Socially Responsible Enterprise (ESR). WE ARE LOOKING FOR YOU!! Junior Functional Process Analyst Requirements: Intermediate to advanced English (verbal communication; test required) Key Responsibilities and/or Activities Focused on operational execution and resolution of known issues. 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 related to 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. Escalate technical incidents to the IT team when resolution exceeds functional scope. Provide first-contact (L1/L2) support to end users. Technical Knowledge: Ticket management (ITSM) Basic knowledge of tools such as Zendesk, Jira Service Management, or ServiceNow for ticket registration. Categorization and tracking of incidents according to service-level agreements (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. Location: CDMX Work Mode: On-site We Offer: Competitive salary Enhanced benefits Career development plan · We are an inclusive company, free from any form of discrimination, where opportunities are available to those who demonstrate attitude and talent. We do not require medical certificates confirming non-pregnancy or HIV status as prerequisites for joining our large family of professionals and accessing equal growth opportunities. -Requirements- Minimum education: Higher education – Bachelor's degree 2 years of experience Keywords: analyst, junior