Junior Functional Process Analyst

Description

Job Summary: We are seeking a Junior Functional Process Analyst to ensure the operational continuity of an enterprise credit tool by resolving incidents and documenting solutions. Key Highlights: 1. Focused on operational execution and problem resolution 2. L1/L2 support for end users 3. Career development plan 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 sectors including finance, commerce, manufacturing, telecommunications, services, government, and others. We are accredited at CMMI Level 5 (Capability Maturity Model Integration), a quality model established by the Software Engineering Institute (SEI). We are ISO certified under ISO/IEC 27001:2013\. We hold the Socially Responsible Enterprise (ESR) distinction. **WE ARE LOOKING FOR YOU!!** **Junior Functional Process Analyst** **Requirements:** * Intermediate to advanced English (verbal communication; assessment test applied) Main Responsibilities and/or Activities * Focused on operational execution and resolution of known issues. * Ensure basic operational continuity of the enterprise 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 specifics of each region. * 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 familiarity with tools such as Zendesk, Jira Service Management, or ServiceNow for ticket logging * 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 * Comprehensive 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 Human Immunodeficiency Virus (HIV) status as prerequisites for joining our large family of professionals and accessing equal growth opportunities.*