Senior Engineer - R01568934

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

Analytics Engineer

• Manage Product Backlog, service now support, Business Processes at program/enterprise level, Stakeholder Management, Product roadmap and vision, Design product blueprint, Jira
• Product Management: Business Consultant
• Experience Range: with at least 1 to 3 years of client-facing service desk or application support experience, including exposure to ticketing systems such as Jira or ServiceNow
• Key Responsibilities:
  • Serve as the primary client-facing contact for service desk requests during U.S. business hours
  • Triage incoming support requests, gather relevant details, and route issues to the appropriate application or infrastructure teams
  • Coordinate incident updates, escalations, and stakeholder communications to ensure timely resolution
  • Maintain accurate ticket notes, status updates, knowledge articles, and support records in Jira or ServiceNow
  • Follow established escalation procedures and operate with moderate supervision
  • Develop familiarity with Epic application environments while prioritizing communication quality and client handling
• Required Skills:
  • Proficiency in Jira or ServiceNow ticketing systems
  • Experience with incident triage, coordination, and escalation management
  • Technical familiarity with application and infrastructure support workflows
  • Ability to maintain accurate documentation within support platforms
• Preferred Skills:
  • Exposure to healthcare, EHR, or Epic application environments
  • Experience supporting multi-team environments with application and infrastructure escalation paths
  • Understanding of privacy and security requirements in client support contexts
• Desired Qualifications:
  • Bachelor's degree in Information Systems, Computer Science, Healthcare Informatics, or a related field
  • Relevant training or coursework in service desk operations, IT support, or application support
  • Certification in IT Service Management (e.g., ITIL Foundation) or related technical support credentials
• Additional Information: Service Desk Client Support role operates during U.S. business hours and is Epic-adjacent; Epic certification is not initially required.