Jr Functional Support Analyst

ids Comercial is a 100% Mexican IT company with more than 40 years of experience and presence in Mexico, Latin America, and the USA. More than 1500 consultants work on a large number of projects within the financial, commercial, manufacturing, telecommunications, services, government, and other sectors. We are accredited at CMMI (Capability Maturity Model Integration) Level 5, a quality model established by the Software Engineering Institute (SEI). Certified by ISO under the ISO/IEC 27001:2013 standard.

JOIN OUR TEAM!!

Jr Functional Support Analyst · Location: CDMX, Av. Paseo de la Reforma. Modality: On-site. Intermediate Advanced English proficiency (conversational), indispensable.

Requirements:

• Experience providing first and second level support (L1/L2) to end users.
• Knowledge in incident management: resolution of user errors, access problems, and functional support.
• Experience in ITSM tools such as Zendesk, Jira Service Management, or ServiceNow for the registration, categorization, and tracking of tickets, complying with established SLAs.
• Ability to escalate technical incidents to the IT team when they exceed the scope of functional support.
• Experience in user service in multinational or multi-country environments, adapting to the particularities of each region.
• Intermediate Excel management, including logical formulas, VLOOKUP, and pivot tables for the preparation of operational reports.
• Basic knowledge of SQL, especially in SELECT queries for the validation and querying of information in databases.
• Experience in incident documentation, updating knowledge bases (FAQs), and creating user manuals.
• Management of documentation and collaboration tools such as Confluence or SharePoint.
• Communication skills, customer orientation, analysis, and problem-solving.

We Offer:

• Career plan.
• 100% payroll scheme.
• Statutory and superior benefits.
• Training and certifications.
• Agreements with different companies.

Requirements

• Minimum education: Higher education - Bachelor's degree 2 years of experience
• Languages: English
• Keywords: analyst, apoyo, support, soporte, junior