analytics engineer

- manage product backlog, service now support, business processes at program/enterprise level, stakeholder management, product roadmap and vision, design product blueprint, jira
- product management: business consultant
- 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:
- serve as the primary client-facing contact for service desk requests during u.s. business hours
- triage incoming support requests, gather relevant details, and route issues to the appropriate application or infrastructure teams
- coordinate incident updates, escalations, and stakeholder communications to ensure timely resolution
- maintain accurate ticket notes, status updates, knowledge articles, and support records in jira or servicenow
- follow established escalation procedures and operate with moderate supervision
- develop familiarity with epic application environments while prioritizing communication quality and client handling

- required skills:

- proficiency in jira or servicenow ticketing systems




- experience with incident triage, coordination, and escalation management
- technical familiarity with application and infrastructure support workflows
- ability to maintain accurate documentation within support platforms

- preferred skills:

- exposure to healthcare, ehr, or epic application environments
- experience supporting multi-team environments with application and infrastructure escalation paths
- understanding of privacy and security requirements in client support contexts

- desired qualifications:

- bachelor's degree in information systems, computer science, healthcare informatics, or a related field
- relevant training or coursework in service desk operations, it support, or application support
- 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.

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📌 Senior engineer - r01568934 (México)
🏢 Brillio 2
📍 México