Senior Application Support Analyst – Advanced English

htnexusmx; Ciudad de México; Híbrido; MXN 335.000 - 446.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Benefits above Mexican statutory}}],,

Descripción de la vacante

htnexusmx in Mexico City seeks an Application Support Analyst with advanced English to ensure reliable performance of critical enterprise applications in an international environment.

This hybrid role (3 days on-site / 2 days remote) requires 4–5 years in enterprise support, ITSM (ServiceNow), RCA, and ITIL familiarity, with global collaboration and documentation duties.

You will monitor incidents, analyze trends, and contribute to knowledge sharing and process improvements.

Formación

• Bachelor's degree in IT/CS or related field.
• 4–5 years in enterprise application support, preferably in 24/7 environments.
• Advanced English proficiency, written and spoken.
• Experience with ITSM platforms (e.g., ServiceNow) and incident/change management.
• Experience with RCA and analyzing recurring incidents.

Responsabilidades

• Provide advanced technical support for enterprise applications across international operations.
• Diagnose, troubleshoot, and resolve complex incidents escalated from first-level support.
• Manage P1/P2 incidents, perform RCA, and coordinate resolution activities.
• Record, categorize, and track incidents using ITSM platforms.
• Analyze incident trends, service performance metrics, and recurring issues to identify improvements.
• Collaborate with external service providers and international teams to resolve incidents.
• Develop technical documentation, support procedures, and troubleshooting guides.

Conocimientos

Advanced English

Enterprise app support

P1/P2 incidents

Root Cause Analysis

ITSM (ServiceNow)

ITIL knowledge

Incident trends analysis

Real-time systems

Reservation systems

Revenue management

Educación

Bachelor's degree in Information Technology, Computer Science, Information Systems, or a related field

Herramientas

ServiceNow

Descripción del empleo

We are seeking an Application Support Analyst with advanced English proficiency to support business continuity and ensure the reliable performance of critical enterprise applications in an international environment.

Work Arrangement: Hybrid (3 days on-site / 2 days remote)

Requirements

We are seeking an Application Support Analyst with advanced English proficiency to support business continuity and ensure the reliable performance of critical enterprise applications in an international environment.

Location: Benito Juárez, Mexico City

Work Arrangement: Hybrid (3 days on-site / 2 days remote)

• Bachelor's degree in Information Technology, Computer Science, Information Systems, or a related field.
• Experience: 4–5 years in enterprise application support, preferably in 24/7 operational environments.
• Advanced English proficiency required, both written and spoken.
• Experience troubleshooting complex incidents (P1/P2), performing Root Cause Analysis (RCA), and supporting incident, problem, and change management processes.
• Experience with ServiceNow or comparable ITSM platforms, ticket categorization, technical documentation, and service performance metrics.
• Experience analyzing recurring incidents, support trends, and continuous process improvement opportunities.
• Knowledge of ITIL practices (desirable).
• Experience with reservation systems, Revenue Management platforms, or real-time transaction systems (desirable).

Key Responsibilities

• Provide advanced technical support for enterprise applications used across international operations.
• Diagnose, troubleshoot, and resolve complex incidents escalated from first-level support teams.
• Manage critical P1/P2 incidents, perform Root Cause Analysis (RCA), and coordinate resolution activities.
• Record, categorize, and track incidents using ITSM platforms.
• Analyze incident trends, service performance metrics, and recurring issues to identify opportunities for improvement.
• Collaborate with external service providers, application owners, and international technical teams to resolve incidents.
• Develop technical documentation, support procedures, and troubleshooting guides while contributing to knowledge sharing.

What We Offer

• Gross monthly salary of MXN $30,000–$40,000 (based on experience).
• Benefits above Mexican statutory requirements.
• Hybrid work arrangement (3 days on-site and 2 days remote).