Senior Enterprise App Support Analyst - Advanced English

htnexusmx; Ciudad de México; Hybrid; MXN 335,000 - 446,000; Full time

Benefits offered by this job

Benefits above Mexican statutory}}],,

Job summary

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.

Qualifications

• 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.

Responsibilities

• 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.

Skills

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

Education

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

Tools

ServiceNow

Job description

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.