Application Support Specialist

Hybrid in Mexico: Estado de Jalisco, Guadalajara

Application Support, Support.Users

Location-specific conditions & benefits*

Mexico: Estado de Jalisco, Guadalajara

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