Frontline Workday & Zip App Support Analyst

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

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