Triage Analyst

hace 2 semanas

Tijuana, México Thermo Fisher Scientific A tiempo completo

**Job **Title**:Triage Analyst**
**Job **Location**: Tijuana, Mexico**

**Position Summary**:
The Triage Analyst (TA) position is a part of the Digital Operations Team that supports the Fisher Scientific and Thermo Fisher Scientific eCommerce web sites. As a member of the Digital Operations team, the TA is responsible for coordinating efforts to resolve incidents and defects. The TA role is unique in that this position takes a leading role in working with customers and the business community who has problems with the digital platforms and facilitates an appropriate solution. A TA will triage and assess reported problems and work directly with the development team to craft the necessary fix or configuration solution. A TA will work directly with the global customer care teams to provide and translate the technical findings for reported customer problems.

This position offers an exciting career to work on systems that talk to multiple systems including Content Management Systems, Product Information Management System, Middleware and ERPs.

**Job **Functions**:

- Incident Management Triage and Resolution: Engage our regional business partners through the global ticketing system by reviewing and providing the initial analysis for new production incidents related to all Thermo Fisher Scientific digital properties.
- Process Improvements and Documentation: Create and update documentation of existing processes. Coordinate with product teams to develop new triage processes for new products and updates to existing products.
- Technical Liaison with Regional Business Teams: Facilitate review and priority sessions with regional teams in order to gain continuous feedback.
- Develop comprehensive understanding of the business processes as well as a strong working rapport with business users.
- Acquire the vital knowledge to understand how the digital platforms are connected to the Content Management Systems, Product Information Management System, Middleware and ERP systems.
- Data-Driven Analysis/AIOps: Develop new methods of using data to support the automation of triage activities

**Minimum Requirements/Qualifications**:

- Bachelor degree in Computer Science or equivalent experience.
- 2 - 4 years of related business experience.
- Strong written and oral communication skills. Ability to connect with internal customers in a nontechnical manner.
- Experience directly interacting with business support teams and/or direct customer support.
- Must possess strong problem solving skills.
- Be performance driven and perform well with mínimal direction.
- Be a quick learner and be open to working on new technologies as needed.
- Prior work experience in monitoring tools such as DataDog, Splunk, or Rigor would be strong plus.
- Experience in Agile delivery methodology.
- Experience working with GIT, JIRA, and Confluence would be nice to have.
- Be flexible to work with some overlapping onshore counterparts if needed and attend onshore calls

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