Senior IT Analyst – Digital Workplace & AI Enablement

DiDi; Ciudad de México; Presencial; MXN 360.000 - 600.000; Jornada completa

Descripción de la vacante

DiDi Global Inc. seeks an experienced IT Support Engineer to bridge employees, business teams, and technology solutions across the region.

The role focuses on enabling AI-powered productivity tools and digital workplace platforms while delivering high-quality end-user support. You will drive adoption of AI tools, provide Level 2 IT support, onboard users, and collaborate with headquarters engineering, product managers, and regional IT teams to translate technical concepts into practical business

Formación

• Bachelor’s degree in Information Technology, Computer Science, Engineering, or related fields.
• 3+ years of experience in IT support, End User Computing, Digital Workplace, or Enterprise IT environments.
• Experience supporting enterprise productivity tools, collaboration platforms, business applications, and end-user devices.
• Knowledge of Windows and macOS support.
• Experience with ticketing systems such as ServiceNow, Jira, Freshservice, Zendesk, or similar platforms.
• Strong troubleshooting and problem-solving skills.
• Advanced English communication skills (written and verbal).
• Customer-focused mindset with strong interpersonal skills.
• Ability to work independently and manage multiple priorities.
• Self-driven with strong ownership and accountability.

Responsabilidades

• Promote awareness, adoption, and best practices for AI-powered productivity tools and workplace technologies.
• Support internal AI solutions and external AI platforms such as Gemini, ChatGPT, AI Workspace tools, MCP-based solutions, and AI coding assistants.
• Conduct user onboarding sessions, workshops, product demonstrations, and training programs.
• Act as a trusted advisor for employees seeking to improve productivity through technology and AI solutions.
• Gather user feedback and collaborate with headquarters product and engineering teams to improve solutions and user experience.
• Identify opportunities to automate workflows and improve operational efficiency through AI and digital tools.
• Provide Level 2 support for corporate IT services, productivity tools, collaboration platforms, and workplace technologies.
• Troubleshoot issues related to Windows, macOS, collaboration tools, conferencing systems, enterprise applications, and internal platforms.
• Support onboarding, offboarding, device provisioning, software deployment, and asset lifecycle management.
• Assist with meeting room technologies, video conferencing platforms, and workplace collaboration solutions.
• Work closely with local IT teams to maintain high service levels and positive user experiences.
• Act as the primary point of contact for regional users regarding AI and workplace productivity solutions.
• Partner with business stakeholders to understand requirements, challenges, and opportunities for improvement.
• Translate technical concepts into business-friendly language.
• Maintain documentation, knowledge articles, training materials, and user guides.
• Collaborate with headquarters engineering teams, product managers, and regional IT teams.
• Participate in pilot programs, testing activities, and global technology rollouts.
• Support change management initiatives related to AI and workplace transformation.

Conocimientos

IT Support

End User Computing

Digital Workplace

Enterprise IT

Educación

Bachelor's degree in IT

Herramientas

ServiceNow

Jira

Freshservice

Zendesk

Descripción del empleo

About The Company

DiDi Global Inc. is the world’s leading mobility technology platform. It offers a wide range of app-based services across markets including Asia-Pacific, Latin America and Africa, including ride hailing, taxi hailing, chauffeur, hitch and other forms of shared mobility as well as auto solutions, food delivery, intra-city freight, and financial services.

DiDi Global Inc. is the world’s leading mobility technology platform. It offers a wide range of app-based services across markets including Asia-Pacific, Latin America and Africa, including ride hailing, taxi hailing, chauffeur, hitch and other forms of shared mobility as well as auto solutions, food delivery, intra-city freight, and financial services. DiDi provides car owners, drivers, and delivery partners with flexible work and income opportunities. It is committed to collaborating with policymakers, the taxi industry, the automobile industry and the communities to solve the world’s transportation, environmental and employment challenges through the use of AI technology and localized smart transportation innovations. DiDi strives to create better life experiences and greater social value, by building a safe, inclusive and sustainable transportation and local services ecosystem for cities of the future. For more information, please visit: www.didiglobal.com/news

About The Team/role

As part of the IT organization supporting Didi International Business Group (IBG), this role serves as the bridge between employees, business teams, and technology solutions developed by Didi headquarters. The position focuses on driving adoption of AI-powered productivity tools, digital workplace solutions, and enterprise applications while also providing advanced IT support for end users across the region. The ideal candidate combines strong IT support experience with a passion for emerging technologies, user enablement, training, and continuous improvement. This role requires excellent communication skills, a customer-centric mindset, and the ability to translate technical concepts into practical business solutions.

In this role, you'll be...

AI & Digital Workplace Enablement

• Promote awareness, adoption, and best practices for AI-powered productivity tools and workplace technologies.
• Support internal AI solutions and external AI platforms such as Gemini, ChatGPT, AI Workspace tools, MCP-based solutions, and AI coding assistants.
• Conduct user onboarding sessions, workshops, product demonstrations, and training programs.
• Act as a trusted advisor for employees seeking to improve productivity through technology and AI solutions.
• Gather user feedback and collaborate with headquarters product and engineering teams to improve solutions and user experience.
• Identify opportunities to automate workflows and improve operational efficiency through AI and digital tools.

IT Support & End User Computing

• Provide Level 2 support for corporate IT services, productivity tools, collaboration platforms, and workplace technologies.
• Troubleshoot issues related to Windows, macOS, collaboration tools, conferencing systems, enterprise applications, and internal platforms.
• Support onboarding, offboarding, device provisioning, software deployment, and asset lifecycle management.
• Assist with meeting room technologies, video conferencing platforms, and workplace collaboration solutions.
• Work closely with local IT teams to maintain high service levels and positive user experiences.

User Engagement & Stakeholder Management

• Act as the primary point of contact for regional users regarding AI and workplace productivity solutions.
• Partner with business stakeholders to understand requirements, challenges, and opportunities for improvement.
• Translate technical concepts into business-friendly language.
• Maintain documentation, knowledge articles, training materials, and user guides.

Cross-Functional Collaboration

• Collaborate with headquarters engineering teams, product managers, and regional IT teams.
• Participate in pilot programs, testing activities, and global technology rollouts.
• Support change management initiatives related to AI and workplace transformation.

What Success Looks Like

• Become the trusted AI and Digital Workplace advisor for regional employees.
• Successfully drive adoption of AI tools and productivity solutions across the business.
• Improve employee productivity through training, enablement, and technology optimization.
• Deliver excellent user support while maintaining high service levels and user satisfaction.
• Effectively bridge communication between headquarters engineering teams and regional business users.
• Contribute to both AI transformation initiatives and day-to-day IT operations.
• Help establish a culture of AI adoption and continuous improvement across the organization.

We're eager to be in touch because you have...

Required Qualifications

• Bachelor’s degree in Information Technology, Computer Science, Engineering, or related fields.
• 3+ years of experience in IT support, End User Computing, Digital Workplace, or Enterprise IT environments.
• Experience supporting enterprise productivity tools, collaboration platforms, business applications, and end-user devices.
• Knowledge of Windows and macOS support.
• Experience with ticketing systems such as ServiceNow, Jira, Freshservice, Zendesk, or similar platforms.
• Strong troubleshooting and problem-solving skills.
• Advanced English communication skills (written and verbal).
• Customer-focused mindset with strong interpersonal skills.
• Ability to work independently and manage multiple priorities.
• Self-driven with strong ownership and accountability.

Preferred Qualifications

• Experience with AI platforms such as ChatGPT, Gemini, Claude, Microsoft Copilot, AI coding assistants, or similar technologies.
• Familiarity with AI concepts including LLMs, prompt engineering, MCP, RAG, and AI workflow automation.
• Experience delivering training sessions, workshops, or technology adoption programs.
• Experience supporting MDM platforms such as Workspace ONE, Intune, Jamf, or similar solutions.
• Experience supporting video conferencing systems, meeting room technologies, and workplace collaboration tools.
• Experience working in multinational organizations or fast-growing technology companies.

Ideal Candidate Profile

This role is ideal for an experienced IT Support Engineer, IT Analyst, End User Computing Specialist, or Digital Workplace professional who is passionate about AI technologies and wants to play a key role in driving AI adoption and productivity improvements within the organization while continuing to contribute to core IT operations.

You’ll love working at DiDi because...

We create user value

We strive to always create valuable experiences for our users in everything we do. Our focus is to always innovate new experiences that are safe, pleasant and efficient.

We are data-driven

We are strong believers in making informed decisions, that’s why we are data-driven. We can better navigate the business landscape strategically by analyzing valuable metrics.

Win-win Collaboration

Success is a team sport. When we work to help our partners and colleagues win, we win, too. While keeping everyone's best interest at heart, we communicate with candor and execute with excellence in all we do.

We believe in integrity

Integrity is at the very core of our business. We are people who always want to do the right thing. Our intentions are sincere, we speak our minds and listen to each other.

Growth

We always strive to do better. That means venturing beyond our comfort zones, learning from our mistakes, and helping each other grow.

Diversity and Inclusion

Diversity is one of our biggest strengths. Our differences are what make us distinct. We respect each other and believe in equal opportunities for all.

We are committed to building inclusive and diverse teams

At DiDi, we believe that our differences are our biggest source of strength. That’s why we are committed to promoting equal opportunities to all candidates and employees as an Equal Opportunity Employer.

Employment and advancement decisions at DiDi are always made based on the needs of the position and the qualifications of the candidate. We do not discriminate against any employee or applicant based on their gender, age, sexual orientation, nationality, marital status, pregnancy/maternity, disability, race, religion and beliefs, or any other status protected by applicable laws wherever we operate.

We are committed to building inclusive and diverse teams, and a workplace that is free from discrimination and harassment, because that’s how we create better products and services, make better decisions and better serve the communities we’re a part of.