Analytics Engineer - Jira/ServiceNow | Epic-Adjacent

Brillio 2; Región Centro; Presencial; MXN 420.000 - 640.000; Jornada completa

Descripción de la vacante

Brillio 2 is seeking an Analytics Engineer to manage service desk requests during U.S. business hours and coordinate triage and escalations. The role focuses on maintaining incident records in Jira/ServiceNow and ensuring timely resolution while collaborating with application and infrastructure teams.

The candidate will gain exposure to Epic-adjacent environments and will work to uphold strong communication with clients throughout incident handling.

Formación

• 1–3 years of client-facing service desk or application support experience.
• Experience with Jira or ServiceNow ticketing systems.
• Exposure to ticketing systems and incident handling.
• Ability to maintain accurate documentation in support platforms.

Responsabilidades

• Serve as the primary client-facing contact for service desk requests during U.S. business hours.
• Triage incoming support requests and route issues to appropriate teams.
• Coordinate incident updates, escalations, and stakeholder communications.
• Maintain accurate ticket notes and knowledge articles in Jira or ServiceNow.
• Follow escalation procedures and operate with moderate supervision.
• Develop familiarity with Epic environments while prioritizing client handling.

Conocimientos

Jira

ServiceNow

Incident triage

Documentation

Support workflows

Educación

Bachelor's degree in Information Systems/CS/Healthcare Informatics

Herramientas

Jira

ServiceNow

Descripción del empleo

Brillio 2 is seeking an Analytics Engineer to manage service desk requests during U.S. business hours and coordinate triage and escalations. The role focuses on maintaining incident records in Jira/ServiceNow and ensuring timely resolution while collaborating with application and infrastructure teams.

The candidate will gain exposure to Epic-adjacent environments and will work to uphold strong communication with clients throughout incident handling.