We are seeking an Application Support Engineer with strong experience in financial services who thrives in a fast-paced environment. The ideal candidate will be able to manage incidents, analyze macroeconomic data under tight deadlines, and provide ad-hoc support for complex requests. This role involves working with ServiceNow incidents, maintaining high-quality standards, and ensuring adherence to Service Level Agreements (SLAs).
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Responsibilities
- Handle and manage ServiceNow incidents, whether automatically generated or raised by end users
- Follow detailed workflows outlined on Confluence to resolve issues efficiently
- Escalate cases to clients and maintain clear communication with external users
- Validate data on financial organization websites, understanding the macroeconomic category for specific data
- Work with sensitive data under tight SLAs
- Engage in Incident and Change Management processes
- Maintain and update documentation as necessary
- Address non-Business as Usual (BAU) complex requests and escalations
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- 2+ years of experience in Application Support
- Experience with ticketing systems such as ServiceNow
- Strong communication skills to interact with external users
- Proficient in ITIL practices
- Experience working in financial or banking companies, or macroeconomic knowledge willing to transition to application support
- Stress resistance and ability to work under pressure with high motivation
- B2+ English proficiency
- 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
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