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Engineer - R01568934 at Brillio in Guadalajara, Jalisco | Swiftcruit
JiraServiceNowIncident TriageStakeholder ManagementITILApplication SupportInfrastructure Support
Company Location
Guadalajara, Jalisco, México
Remote Work Policy
Onsite
Analytics Engineer
Primary Skills
Manage Product Backlog, service now support, Business Processes at program/enterprise level, Stakeholder Management, Product roadmap and vision, Design product blueprint, Jira
Specialization
Product Management: Business Consultant
Job requirements
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: 1. Serve as the primary client-facing contact for service desk requests during U.S. business hours 2. Triage incoming support requests, gather relevant details, and route issues to the appropriate application or infrastructure teams 3. Coordinate incident updates, escalations, and stakeholder communications to ensure timely resolution 4. Maintain accurate ticket notes, status updates, knowledge articles, and support records in Jira or ServiceNow 5. Follow established escalation procedures and operate with moderate supervision 6. Develop familiarity with Epic application environments while prioritizing communication quality and client handling Required Skills: 1. Proficiency in Jira or ServiceNow ticketing systems 2. Experience with incident triage, coordination, and escalation management 3. Technical familiarity with application and infrastructure support workflows 4. Ability to maintain accurate documentation within support platforms Preferred Skills: 1. Exposure to healthcare, EHR, or Epic application environments 2. Experience supporting multi-team environments with application and infrastructure escalation paths 3. Understanding of privacy and security requirements in client support contexts Desired Qualifications: 1. Bachelor's degree in Information Systems, Computer Science, Healthcare Informatics, or a related field 2. Relevant training or coursework in service desk operations, IT support, or application support 3. 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.
