Application Support Analyst Workday & Zip

Hexaware Technologies; Ciudad de México; On-site; MXN 180,000 - 300,000; Full time

Job summary

Hexaware Technologies in Mexico City seeks a Level 1 Application Support Analyst to deliver frontline support for Workday and Zip. You will be the first contact for end users, resolve common issues, guide users through self-service tasks, and escalate complex incidents to Level 2 when needed.

You will log and triage requests, collect error details, maintain ticket updates, and adhere to SLAs. A basic understanding of incident management and English communication is essential, with exposure to

Qualifications

• 1–3 years of experience in a service desk, technical support, or application support role.
• Experience supporting enterprise applications and troubleshooting common web application issues.
• Familiarity with ticketing platforms such as ServiceNow, Jira Service Management, or equivalent.
• Basic understanding of incident management, request fulfillment, prioritization, and escalation.
• Strong English communication skills, both written and verbal.
• Customer service mindset, structured troubleshooting skills, and attention to detail.
• Ability to follow documented procedures and collaborate with technical and business teams.

Responsibilities

• Receive, log, categorize, and prioritize incidents and service requests through the designated IT service management platform.
• Provide initial troubleshooting for login, access, navigation, and basic application functionality issues.
• Guide users through supported Workday self-service tasks and Zip purchasing requests, approval steps, and status inquiries using established procedures.
• Fulfill standard service requests within assigned permissions and approved procedures.
• Collect relevant error messages, screenshots, reproduction steps, and business impact before escalating unresolved issues.
• Route configuration, integration, data, and advanced functional issues to Level 2 support, application administrators, or business process owners.
• Maintain ticket ownership and provide timely user updates through resolution.
• Follow agreed service level agreements, escalation procedures, and incident management practices.
• Maintain knowledge articles and identify recurring issues or opportunities to improve self-service.
• Handle employee, supplier, and financial information in accordance with organizational security and confidentiality requirements.

Skills

Ticketing systems

End-user support

English fluency

Tools

ServiceNow

Jira Service Management

Job description

Position Overview

We are seeking a Level 1 Application Support Analyst to provide frontline support for Workday and Zip. This role serves as the first point of contact for end users, resolving common issues, providing application guidance, and escalating complex incidents to the appropriate support teams.

Key Responsibilities

• Receive, log, categorize, and prioritize incidents and service requests through the designated IT service management platform.
• Provide initial troubleshooting for login, access, navigation, and basic application functionality issues.
• Guide users through supported Workday self-service tasks and Zip purchasing requests, approval steps, and status inquiries using established procedures.
• Fulfill standard service requests within assigned permissions and approved procedures.
• Collect relevant error messages, screenshots, reproduction steps, and business impact before escalating unresolved issues.
• Route configuration, integration, data, and advanced functional issues to Level 2 support, application administrators, or business process owners.
• Maintain ticket ownership and provide timely user updates through resolution.
• Follow agreed service level agreements, escalation procedures, and incident management practices.
• Maintain knowledge articles and identify recurring issues or opportunities to improve self-service.
• Handle employee, supplier, and financial information in accordance with organizational security and confidentiality requirements.

Required Qualifications

• 1–3 years of experience in a service desk, technical support, or application support role.
• Experience supporting enterprise applications and troubleshooting common web application issues.
• Familiarity with ticketing platforms such as ServiceNow, Jira Service Management, or equivalent.
• Basic understanding of incident management, request fulfillment, prioritization, and escalation.
• Strong English communication skills, both written and verbal.
• Customer service mindset, structured troubleshooting skills, and attention to detail.
• Ability to follow documented procedures and collaborate with technical and business teams.

Preferred Qualifications

• Exposure to Workday and/or Zip as an end user or support analyst.
• Familiarity with HR self-service or procurement and approval processes.
• Basic knowledge of SSO, MFA, and role-based access.
• ITIL Foundation certification or equivalent practical knowledge.

Scope of Support

This position provides Level 1 assistance for deployed modules and approved support processes. Application configuration, security role design, integration development, data corrections, and business approvals remain with authorized administrators, functional specialists, and business owners.

Success Measures

SLA compliance, ticket quality, customer satisfaction, first-contact resolution for eligible issues, and accurate, timely escalation