Junior Support Analyst

Description

Job Summary: We are seeking Junior Functional Process Analysts to provide functional support and incident follow-up, with attention to end users and documentation of solutions. Key Highlights: 1. Functional and operational incident handling and follow-up. 2. First-level (L1/L2) support to end users. 3. Collaborative work environment focused on results. Join IDS Comercial for an on-site position!! We are looking for Junior Functional Process Analysts with 1–2 years of experience in functional support or application support, user incident handling and follow-up, ticket management (ServiceNow, Jira, or Zendesk), L1/L2 end-user support, and documentation of operational solutions to join our team. Work Mode: On-site at Reforma, CDMX Experience: 1–2 years in functional support or application support, incident handling and follow-up, ticket management (ServiceNow, Jira, or Zendesk), L1/L2 end-user support, and documentation of operational solutions. Technical English: Intermediate (B1/B2) required Education: Bachelor’s degree in Systems Engineering, Computer Science, or related field Key Responsibilities: Functional and operational incident handling and follow-up. First-level (L1/L2) support to end users. Resolution of access, navigation, and functional error issues. Escalation of technical incidents to the IT team when necessary. Updating knowledge base, FAQs, and operational documentation. Multi-country support while respecting regional processes and particularities. Ensuring SLA compliance and operational continuity of the tool. Technical Skills: Proficiency in ITSM tools such as ServiceNow, Jira Service Management, or Zendesk. Intermediate Excel (pivot tables, logical formulas, VLOOKUP). Basic SQL knowledge (SELECT queries). Use of Confluence or SharePoint for documentation and tracking. Desirable: Experience in functional support or application support. What We Offer: On-site work mode Statutory and above-statutory benefits Collaborative work environment focused on results. -Requirements- Minimum Education: Higher Education – Bachelor’s Degree 1 year of experience Languages: English Keywords: analyst, support, junior