Software & Platform Support Analyst

FashionUnited Group; Bogotá; Presencial; COP 13.392.000 - 20.088.000; Jornada completa

Descripción de la vacante

adidas Group is seeking an IT Operations Apprentice to support and optimize IT services by applying ITIL/Agile practices and lightweight development. You will help stabilize operations, reduce manual tasks, and accelerate incident resolution by contributing basic automation and monitoring enhancements.

In this role you will design small tools, write scripts, review outcomes, and assist with documentation and knowledge management.

Formación

• Apprenticeship completed in IT or related field.
• Proficient spoken and written English.
• At least 1 year of experience in IT operations or a related area.

Responsabilidades

• Support and apply ITIL/Agile service management practices.
• Assist in monitoring, incident, problem, and change management.
• Develop simple scripts to automate repetitive tasks.
• Design and document basic tools or components.
• Execute test scripts and validate solutions.
• Investigate and resolve application issues.

Conocimientos

Process mindset

Scripting skills

Problem solving

Analytical thinking

Automation mindset

Educación

Apprenticeship in IT

Descripción del empleo

Purpose & Overall Relevance for the Organization

The role aims to support and continuously optimize IT Operations by combining Service Management practices with foundational software development skills.

This position will contribute to the stability and efficiency of services by not only executing core Service Management activities but also developing lightweight solutions (e.g., scripts, automations, monitoring enhancements, and temporary workarounds) that improve operational performance, reduce manual effort, and accelerate incident resolution.

Key Responsibilities

Service Management

• Support and apply Service Management best practices (e.g., ITIL, Agile), adapting them to operational needs.
• Participate in key processes such as Monitoring & Event Management, Incident Management, Problem Management, Service Request Management, and Change Management.
• Assist in the identification of recurring issues and contribute to defining preventive and corrective actions.
• Collaborate in service monitoring activities, helping improve visibility and early detection of incidents.
• Contribute to documentation and knowledge management to enhance operational efficiency.

Operational Automation & Monitoring

• Develop simple scripts or tools to automate repetitive operational tasks.
• Support the implementation and enhancement of monitoring solutions (alerts, dashboards, log analysis).
• Create temporary technical workarounds to mitigate service impacts while permanent fixes are developed.
• Identify opportunities for optimization in service operations and propose lightweight technical solutions.

Software Design

• Creates and documents basic designs for simple tools, scripts, or components using agreed standards and guidelines.
• Contributes to the design of small enhancements that improve operational processes.
• Reviews own work for quality and consistency.

Programming / Software Development

• Designs, codes, tests, and maintains simple scripts or small applications focused on operational efficiency.
• Applies development best practices and coding standards.
• Refactors and improves existing scripts and tools used in operations.

Testing

• Executes test scripts and validates developed solutions (e.g., scripts, automations).
• Records results and ensures solutions meet operational requirements.
• Understands the role of testing in ensuring reliability and stability of services.

Application Support

• Assists in investigating and resolving application issues.
• Supports maintenance activities and contributes to faster resolution through technical analysis and tooling.

Key Skills

• Strong process mindset with interest in Service Management
• Basic programming/scripting skills
• Problem-solving and analytical thinking
• Curiosity and proactive mindset for automation and optimization
• Risk awareness and sense of ownership

Key Relationships

• Tech Lead & Product Teams (consultants, developers, project managers)
• Product Owners and business stakeholders
• Service Management teams
• External suppliers

Requisite Education and Experience / Minimum Qualifications

• Apprentice ship successfully completed in relevant IT area
• Proficient spoken and written command of English
• 1 year of experience in relevant area

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