Senior Support Analyst
hace 2 semanas
We are looking for a **Senior Support Analyst** to join our team and perform business analysis activities related to the support of clinical studies.The Senior Support Analyst will collaborate closely with the Support team, Third Party Help Desk, and stakeholders and operate with interactive communications, showcasing high levels of inclusion and cultural sensitivity. This role is pivotal in ensuring our team can efficiently scale up to support an increasing number of clinical trials.RESPONSIBILITIES- Analyze and investigate requests including production incidents and internal requests- Communicate and consult with Subject Matter Experts and stakeholders- Maintain and update knowledge base articles- Contribute to process and workflow improvements- Resolve escalated tech stack issues within established timelines- Collaborate with L4 teams and vendors to ensure issue resolution- Manage tickets and adhere to SLA-based response and resolution times- Log and track all incidents in a shared, accessible system- Classify incidents by severity and prioritize resolution efforts- Provide root cause analyses for critical incidents within 72 hours of resolution- Follow escalation processes for unresolved issues and involve senior support or specialized teams as necessary- Participate in weekly and monthly performance review meetings- Conduct trend analysis on incidents to identify recurring issues and recommend solutions**REQUIREMENTS**:- 3+ years of experience in a similar support role- Proficiency in monitoring tools such as Grafana and Kibana- Understanding of databases like MongoDB, Microsoft SQL, and Oracle DB with the ability to write basic technical queries- Experience in troubleshooting device issues- Familiarity with ITSM tools including Jira, ServiceNow, and Service Cloud- Strong communication skills and commitment to high-level stakeholder engagement- Ability to work flexibly and accommodate escalation processes and timelines- Understanding of incident logging and tracking systems with detailed tracking capabilities- Skills in conducting performance reports and service review meetingsNICE TO HAVE- Background in supporting clinical trials- Experience with tools similar to Browserstack for device troubleshooting- Understanding of the lifecycle of clinical study support processesWE 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)- Monthly non-taxable amount for the electricity and internet bills
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Senior Support Analyst
hace 2 semanas
Desde casa, México EPAM Systems A tiempo completoWe are looking for a **Senior Support Analyst** to join our team and perform business analysis activities related to the support of clinical studies. The Senior Support Analyst will collaborate closely with the Support team, Third Party Help Desk, and stakeholders and operate with interactive communications, showcasing high levels of inclusion and cultural...
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Senior Support Analyst
hace 7 días
Desde casa, México EPAM Systems, Inc. A tiempo completoWe are looking for a **Senior Support Analyst** to join our team and perform business analysis activities related to the support of clinical studies.The Senior Support Analyst will collaborate closely with the Support team, Third Party Help Desk, and stakeholders and operate with interactive communications, showcasing high levels of inclusion and cultural...
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IT Support Analyst
hace 1 semana
Desde casa, México Perficient A tiempo completo**IT Support Analyst****Why is Perficient the best option?**Inflection Point by Perficient is a leading global digital consultancy and has a presence around the globe transforming and connecting the most prominent brands with their customers. At Inflection Point by Perficient, we seek to grow alongside professionals promoting agile cultures and values as we...
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Application Support Analyst 1
hace 2 semanas
Desde casa, México BlackLine Systems A tiempo completoMake Your Mark:The Application Support Analyst position is responsible for handling any incoming customer support inquiries, performing troubleshooting using various resources, and if needed, elevates issue to Senior Application Support Analyst Services.You'll Get To:- Coordinate with customer to determine functional requirements and determine technical...
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L2 App Support Analyst
hace 2 semanas
Desde casa, México Innova Solutions A tiempo completoJob ID: 967934 Remote Mexico, México Job Type: Contract Added - 10 minutes ago APPLY **Job Description**: Innova Solutions is immediately hiring for a L2 App Support Analyst **Position type**:Remote.** **Duration: 12 Months** **Location**:USA** As a L2 App Support Analyst you will: **Required Skills**: - Monitor and manage L2 tickets in ServiceNow -...
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Support Analyst
hace 5 días
Desde casa, México U-hi A tiempo completoJob Title: Support Analyst (Excel specialist)Location: 100% Remote within MexicoJob Type: Full-time – Direct HireSalary: Up to $ 52,000 MXN monthly (gross base salary)Benefits: Direct hire + benefits above the lawRequirementsHigh PriorityMinimum of 5 years of relevant experience as a support analyst or in a similar role.Proficiency in Microsoft Excel with...
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CRM Senior Analyst
hace 2 semanas
Desde casa, México IDT A tiempo completoIDT Corporation is a global communications company founded in 1990 and headquartered in Newark, New Jersey. We are industry leaders in prepaid communication and payment services and one of the largest international voice carriers. We are listed on the NYSE, employ over 1800 people across 20 countries, and have over $1.5 billion in revenues. IDT is not...
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Senior Data Analyst «english 80%» «remote»
hace 3 semanas
Desde casa, México Information Technologies Consultant Home S.A. de C.V. A tiempo completoSenior Data Analyst «English 80%»«Remote»**Experience Required in**:**Senior Data Analyst Responsibilities & Key Jobs to be Done**:- Collects, structures and analyzes data and executes required testing- Improve the data availability and quality by acting as a liaison betweenbusiness and source systems- Presents and discusses findings with Squads and...
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Product Support Analyst
hace 3 semanas
Desde casa, México Ellucian A tiempo completoTogether we are powering the future of Higher Education:Here at Ellucian, we are motivated by a mission ~ the power of education to transform lives and change the world. We are the global market leader in EdTech for Higher Education, serving more than 2,900 customers and reaching over 22 million students in 50+ countries. We are dedicated to helping Higher...
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Business Analyst Senior
hace 7 días
Desde casa, México Xideral A tiempo completoEmporesa lider en TI anda en busca de un Business Analyst Senior. **Requisitos**: - **Ingles basico intermedio minimo.**: - **Mas de 4 años de experiência en el puesto.**: - Herramientas de Diagramado. - Sistemas de negocio y estándares de la industria se seguros. - Entendimiento de diagramas, documentación y lenguaje técnicos. - Levantamiento de...
