**Responsibilities**
- Manage incidents in ServiceNow, including both automated alerts and user-submitted requests
- Follow workflows and procedures documented in Confluence to resolve issues effectively
- Communicate with external users and escalate cases to clients as needed
- Validate data from financial institutions, demonstrating knowledge of macroeconomic categories
- Handle sensitive information while adhering to demanding SLA requirements
- Participate in Incident and Change Management processes to ensure smooth operations
- Maintain and update necessary documentation to support ongoing processes
- Address critical escalations and manage complex, non-routine support requests
**Requirements**:
- At least two years of experience in Application Support roles
- Experience with ticketing systems such as ServiceNow
- Strong communication skills to effectively interact with external users
- Understanding of ITIL practices and methodologies
- Ability to remain focused and perform effectively in high-pressure situations
- Proficiency in English at a B2+ level
**Nice to have**
- Certifications in ITIL or financial systems
- Experience using automation tools to improve workflow efficiency
- Skills in database querying and report generation
- Experience managing multilingual or cross-regional support scenarios
**We offer**
- Career plan and real growth opportunities
- Unlimited access to LinkedIn learning solutions
- International Mobility Plan within 25 countries
- Constant training, mentoring, online corporate courses, eLearning and more




- English classes with a certified teacher
- Support for employee's initiatives (Algorithms club, toastmasters, agile club and more)
- Enjoyable working environment (Gaming room, napping area, amenities, events, sport teams and more)
- Flexible work schedule and dress code
- Collaborate in a multicultural environment and share best practices from around the globe
- Hired directly by EPAM & 100% under payroll
- Law benefits (IMSS, INFONAVIT, 25% vacation bonus)
- Major medical expenses insurance: Life, Major medical expenses with dental & visual coverage (for the employee and direct family members)
- 13 % employee savings fund, capped to the law limit
- Grocery coupons
- 30 days December bonus
- Employee Stock Purchase Plan
- 12 vacations days plus 4 floating days
- Official Mexican holidays, plus 5 extra holidays (Maundry Thursday and Friday, November 2nd, December 24th & 31st)
- Relocation bonus: transportation, 2 weeks of accommodation for you and your family and more
EPAM is a leading general provider of digital platform engineering and development services.
We are committed to having a positive impact on our customers, our employees, and our communities.
We embrace a dynamic and inclusive culture.
Here you will collaborate with multi-national teams, contribute to a myriad of innovative projects that deliver the most creative and cutting-edge solutions, and have an opportunity to continuously learn and grow.
No matter where you are located, you will join a dedicated, creative, and diverse community that will help you discover your fullest potential.

📌 Application Support Engineer (Guadalajara)
🏢 Epam Systems
📍 Guadalajara