Junior Functional Support Analyst

Description

Job Summary: Junior Functional Process Analyst focused on operational execution and problem resolution, ensuring the operational continuity of credit tools and providing user support. Key Highlights: 1. Role focused on operational execution and resolution of known issues. 2. Incident handling and multi-country support for end users. 3. Ticket management, data analysis, and SQL knowledge. **Profile: Junior Functional Process Analyst** **On-site in CDMX (Reforma)** **Schedules: Option 1 from 7:00 a.m. to 5:00 p.m. / Option 2 from 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** **Main Functions 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 queries 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 region. **Functions:** * Escalate technical incidents to the IT team when solutions exceed 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 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.