We are seeking an Application Support Engineer with a background in financial services who thrives in high-pressure situations. The ideal candidate possesses an understanding of incident management, the capability to analyze macroeconomic data under tight deadlines, and competency in handling complex support requests. This position requires expertise in managing ServiceNow incidents, ensuring compliance with Service Level Agreements (SLAs), and maintaining high-quality outcomes.
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Responsibilities
- Manage ServiceNow incidents, whether generated automatically or submitted by end users
- Resolve issues efficiently using workflows detailed in Confluence
- Communicate effectively with external users and escalate cases to clients when needed
- Validate data from financial organizations, ensuring an understanding of macroeconomic categories
- Work with sensitive data while adhering to tight SLAs
- Lead participation in Incident and Change Management processes
- Update and maintain documentation as required
- Address complex requests and critical escalations outside of routine operations
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- 2+ years of background in Application Support
- Familiarity with ticketing systems, including ServiceNow
- Strong communication skills for interactions with external users
- Proficiency in ITIL practices
- Background in financial or banking environments, or macroeconomic knowledge willing to transition into application support
- Stress tolerance to manage high-pressure scenarios with strong motivation
- B2+ English proficiency
- Showcase of additional certifications in ITIL or financial systems
- Understanding of automation tools to streamline workflows
- Competency in database querying and reporting
- Background in handling multilingual or cross-regional support scenarios
- 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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