Senior Application Support Specialist

hace 2 semanas

Guadalajara, México EPAM Systems, Inc. A tiempo completo

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**:

- 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

**We offer**
- Career plan and real growth opportunities
- Unlimited access to LinkedIn learning solutions
- International Mobility Plan within 25 countries
- Constant training, mentoring, online corporate courses, eLearning and more
- English classes with a certified teacher
- Support for employee’s initiatives (Algorithms club, toastmasters, agile club and more)
- Enjoyable working environment (Gaming room, napping area, amenities, events, sport teams and more)
- Flexible work schedule and dress code
- Collaborate in a multicultural environment and share best practices from around the globe
- Hired directly by EPAM & 100% under payroll
- Law benefits (IMSS, INFONAVIT, 25% vacation bonus)
- Major medical expenses insurance: Life, Major medical expenses with dental & visual coverage (for the employee and direct family members)
- 13 % employee savings fund, capped to the law limit
- Grocery coupons
- 30 days December bonus
- Employee Stock Purchase Plan
- 12 vacations days plus 4 floating days
- Official Mexican holidays, plus 5 extra holidays (Maundry Thursday and Friday, November 2nd, December 24th & 31st)
- Relocation bonus: transportation, 2 weeks of accommodation for you and your family and more

EPAM is a leading global provider of digital platform engineering and development services. We are committed to having a positive impact on our customers, our employees, and our communities. We embrace a dynamic and inclusive culture. Here you will collaborate with multi-national teams, contribute to a myriad of innovative projects that deliver the most creative and cutting-edge solutions, and have an opportunity to continuously learn and grow. No matter where you are located, you will join a dedicated, creative, and diverse community that will help you discover your fullest potential.

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