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Application Support Specialist

Hybrid in Mexico: Estado de Jalisco, Guadalajara
Application Support, Support.Users

Join our dedicated team as an Application Support Specialist, where you will play a crucial role in managing incidents and analyzing macro and market data for our clients in the financial services sector.

Your expertise will contribute to the timely and efficient resolution of support requests, ensuring we meet our service level agreements. If you are motivated and ready to take on new challenges, we encourage you to apply.

Responsibilities
  • Manage incidents raised by end users or automatically generated through ServiceNow
  • Follow detailed workflows documented in Confluence
  • Escalate cases to clients as necessary
  • Validate macroeconomic data on financial organization websites
  • Handle case-sensitive data while adhering to tight SLAs
  • Escalate to L2 support when unable to follow established workflows
  • Participate in incident and change management processes
  • Perform ad hoc complex requests outside of business as usual tasks
  • Update and maintain documentation for support processes
  • Analyze macro and market data under tight deadlines
  • Assist in managing escalations from Level 1 support
Requirements
  • 2+ years of experience in application support
  • Experience with ticketing systems
  • Ability to communicate effectively with external users
  • Knowledge of ITIL practices
  • Background in financial services or banking sector
  • Understanding of macroeconomics or related fields
  • Upper-Intermediate English proficiency (B2+)
Nice to have
  • Experience generating reports under tight deadlines
  • Proficiency in handling data analysis
  • Familiarity with ServiceNow platform
  • Knowledge of incident and change management processes
  • Experience working under pressure in fast-paced environments
Benefits
  • International projects with top brands
  • Work with global teams of highly skilled, diverse peers
  • Healthcare benefits
  • Employee financial programs
  • Paid time off and sick leave
  • Upskilling, reskilling and certification courses
  • Unlimited access to the LinkedIn Learning library and 22,000+ courses
  • Global career opportunities
  • Volunteer and community involvement opportunities
  • EPAM Employee Groups
  • Award-winning culture recognized by Glassdoor, Newsweek and LinkedIn