Business Systems Support

**Who are we, and what do we do?**For McGraw Hill, learning science is our approach to improving educational outcomes. Grounded in deep insights into how learning happens, it guides us to deliver tools, platforms, and services proven to power performance and achievement. We harness technology and data insights both inside and outside the classroom to ignite the spark between teaching and learning. Today, our learning science approach informs everything we do, supported by:- An open ecosystem to foster a seamless learning experience- Robust and proven content to support individual learning goals- Adaptive technology for personalized learning- Data and insights to drive decisions**Spanish and English Speaking: Business Systems Support & Development Technician - LatAm**As a member of the McGraw Hill Global Technology Support (GTS) team, your role will involve workingwith a multi-region international team of ERP system support & dev technicians and closely with the Support Team Manager, Business Analyst, and all functional areas of the business (and sometimes the software vendor), troubleshooting and resolving issues relating to all ERP International business systems. Speciality in Web Services and EDI processes would be preferred.Working closely with the Business Analyst, Project Manager (Scrum Master) and software Vendor on business process improvements, aligned to and understanding the business needs and strategic direction of the company.Drive internal initiatives to facilitate, control and improve support processes and services to the business.Based in Mexico City and working within our international organization, your role will be to:- **Technical support**Combining a strong technical knowledge with a critical thinking approach, focusing on business impact, to enable the effective and timely resolution of technical support issues and maintaining business process up-time. Critical to success will be good communication skills and effective relationship building with key business SMEs and management.- **Development and projects**Working in partnership with the tech Support Team, Business Systems Analyst and Business Systems Project Manager (and potentially the technology vendor - e.g. Iptor) to understand the technical design challenges of the solution as it relates to the direct system it impacts as well as peripheral systems. This should include a review of the availability of the required process in the system already, configuration and customization elements.- **Internal support initiatives**Working closely with the Business Systems Director and all members of the Business Systems team, driving/supporting internal initiatives to eliminate risk, improve control, increase automation and to maintain systems/business process uptime at 99%, as well as enhancing services provided to the business. Good communication and organizational skills will be a key success factor.Examples include (not exhaustive) audit reviews, monitoring activities, DR activities and data purge initiatives.We're looking for someone with:- Strong verbal and written communication skills in English and Spanish at all levels- 3 years + experience in tech support environment required- Good knowledge of RPG programing language & EDI processes is required- Other Interface formats + Web Services experience preferred- Knowledge/experience in the digital learning environment useful, but not essentialAs an education innovation company, we're proud to play our part by inspiring learners around the world. If you bring your curiosity, we'll help you grow in a collaborative environment where everyone shares a passion for success.