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.

#LI-DNI

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

• 3+ years of experience in a similar support role
• Proficiency in monitoring tools such as Grafana and Kibana
• Capability to analyze logs across multiple applications
• 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 meetings

• Background in supporting clinical trials
• Experience with tools similar to Browserstack for device troubleshooting
• Understanding of the lifecycle of clinical study support processes

• 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