Jr Functional Analyst (Support Analyst) - Application Support

Profile: Jr Functional Analyst

Intern or Professional in careers such as: Finance, Economics, Systems, Informatics, Business Administration, Accounting or related areas

Language: Advanced English or B2 (conversational)

100% On-site, CDMX (Reforma) · Main functions and/or Activities

Activities:

• Incident handling: Resolve user errors, access problems, or navigation doubts in the tool.
• Documentation: Update the knowledge base with solutions to common incidents (FAQs).
• Multi-country Support: Attend to tickets from the four regions, respecting the local particularities of each one.

Functions:

• Escalate technical incidents to the IT team when the solution exceeds the functional scope.
• Provide first contact support (L1/L2) to end users.
• Ticket management (ITSM): Basic knowledge in tools such as Zendesk or Jira Service Management or Service Now for the registration, categorization, and tracking of incidents according to service levels (SLAs).
• Data analysis: Intermediate Excel handling (logical formulas, pivot tables, and buscarv) for the creation of basic operational reports.
• Databases: Fundamental knowledge of SQL (basic SELECT queries) to verify information directly in the credit application tables.
• Documentation: Use of collaboration tools such as Confluence or SharePoint to maintain the history of solutions and user manuals.

Requirements

• Minimum education: Higher education - Bachelor's degree 2 years of experience

Keywords: analyst, junior, apoyo, support, soporte