Junior Functional Process Analyst

Description

Job Summary: Junior Functional Process Analyst focused on operational execution, resolution of known issues, and first-level support to end users. Key Highlights: 1. Problem-solving and operational support-focused role 2. Opportunity to work in a multi-country environment 3. Development of skills in ticket management and database handling 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). 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 required) Key Functions and/or Activities Focused on operational execution and resolution of known issues. Ensure basic operational functionality 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 of 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 levels (SLAs) Data analysis: Intermediate Excel proficiency (logical formulas, pivot tables, VLOOKUP) for generating 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 Superior 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 workforce family or accessing equal growth opportunities. -Requirements- Minimum education: Higher education – Bachelor's degree 2 years of experience Keywords: analyst, junior