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Senior Application Support Specialist

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

Join our team as a Senior Application Support Specialist, where your role will focus on managing incidents and analyzing macro and market data for clients in the financial services industry.

Your contributions will ensure timely and effective resolution of support requests while maintaining service level agreements. If you are proactive and driven to face new challenges, we encourage you to apply.

Responsibilities
  • Manage incidents initiated by end users or automatically generated through ServiceNow
  • Follow detailed workflows maintained in Confluence
  • Escalate cases to clients when required
  • Validate macroeconomic data from financial organization websites
  • Work with sensitive data while ensuring adherence to strict SLAs
  • Refer to L2 support when workflows cannot be followed
  • Participate in processes for incident and change management
  • Address ad hoc complex requests outside routine tasks
  • Update and maintain documentation for support operations
  • Analyze macro and market data within tight deadlines
  • Provide support for escalations from Level 1 teams
Requirements
  • 3+ years of experience in application support
  • Familiarity with ticketing systems
  • Strong communication skills for interacting with external users
  • Knowledge of ITIL practices
  • Background in the financial services or banking sector
  • Understanding of macroeconomics or related disciplines
  • Upper-Intermediate English proficiency (B2+)
Nice to have
  • Background in generating reports under strict deadlines
  • Proficiency in performing data analysis
  • Familiarity with the ServiceNow platform
  • Competency in incident and change management processes
  • Background in high-pressure, 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