**Job Information**:
Department Name
- INFORMATION TECHNOLOGY
Job Type
- Full time
Industry
- Technology
Service Now Ticket
- INC
Modality
- WFH
Work Experience
- 1-3 years
Assigned Recruiter Contact
Date Opened
- 02/25/2026
City
- Tijuana
State/Province
- Baja California
Country
- Mexico
Zip/Postal Code
- 22010
Job Responsibilties
**Advanced Incident Management**
- Respond to escalated incidents from Level I and resolve complex issues involving data integrity, workflow failures, and access discrepancies.
- Analyze incident patterns to identify potential problem records and recommend corrective actions.
- Maintain real-time communication with stakeholders during high-impact or major incidents.
- Contribute to root-cause analyses and service-restoration documentation.
**Identity & Access Governance**
- Manage user provisioning, role assignments, and access reviews in coordination with security and compliance teams.
- Audit and document all access changes according to internal control policies.
**Process Excellence & Knowledge Management**
- Maintain and enhance knowledge articles and runbooks within **Athena Vault**.
- Ensure consistency of ticket documentation and classification to support trend reporting and CSI activities.
- Participate in weekly review sessions to propose workflow or automation improvements.
**Collaboration & Cross-Team Support**
- Partner with Development, QA, and Application Integration groups for testing validation and production fixes.
- Support training and mentorship of Level I Specialists; provide feedback on ticket handling and documentation quality.
- Engage in scheduled on-call or after-hours rotations as needed for major events or maintenance windows.
**Requirements**:
**Scholarship**:
- Highschool (mandatory)
- College/University (Desirable)
**Specialized knowledge**:
- Demonstrated proficiency in **incident, problem, and change management** practices aligned with ITIL standards.
- Skilled in **incident triage**,



root-cause identification, and effective documentation of technical findings and user impact.
- Ability to interpret system logs, correlate events across integrated systems, and communicate actionable insights to development or infrastructure teams.
- Strong analytical mindset and communication skills for coordinating across business and technical domains.
**Computer knowledge**:
- Proficient with **enterprise ticketing and service management tools** such as Jira Service Management, ServiceNow, or equivalent platforms.
- Intermediate command of **SQL querying**, relational database navigation (SQL Server, MySQL), and data validation techniques.
- Skilled in using **browser developer tools**, **API testing utilities** (Postman, Swagger), and log analysis tools for diagnostics.
- Experienced with **Microsoft 365** tools (Teams, Excel, Outlook, SharePoint) for communication, reporting, and collaboration.
- Comfortable with **automation and scripting utilities** for recurring diagnostic or data tasks.
**Experience**:
- Proven success resolving complex incidents in production environments, including access management and data-related issues.
- Hands-on experience with incident escalation, problem investigation, and process documentation to improve operational consistency.
- Demonstrated ability to meet SLA targets, manage workload independently, and maintain communication with multiple stakeholder groups.
- Educational foundation in Information Systems, Computer Science, or an equivalent combination of education and professional experience.
- Record of collaborating with development, QA, and integration teams to support root-cause analysis, verify resolutions, and ensure stable releases.
**Benefits**:
- Paid days off
- Competitive weekly salary
- Great location (Zona Río, Tijuana)
- Benefits by law and more
- Private Health Insurance and Preventative Care
- Friendly work environment
- Savings Fund and voluntary Savings Account
- Financing and discounts at various establishments around the city
- Career growth opportunities
- Constant motivational events and more!

📌 App Support Specialist 2 (Tijuana)
🏢 Seguros confie
📍 Tijuana