Analytics EngineerManage Product Backlog, service now support, Business Processes at program/enterprise level, Stakeholder Management, Product roadmap and vision, Design product blueprint, JiraProduct Management: Business ConsultantExperience 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 ServiceNowKey Responsibilities:Serve as the primary client-facing contact for service desk requests during U.S. business hoursTriage incoming support requests, gather relevant details, and route issues to the appropriate application or infrastructure teamsCoordinate incident updates, escalations, and stakeholder communications to ensure timely resolutionMaintain accurate ticket notes, status updates, knowledge articles,



and support records in Jira or ServiceNowFollow established escalation procedures and operate with moderate supervisionDevelop familiarity with Epic application environments while prioritizing communication quality and client handlingRequired Skills:Proficiency in Jira or ServiceNow ticketing systemsExperience with incident triage, coordination, and escalation managementTechnical familiarity with application and infrastructure support workflowsAbility to maintain accurate documentation within support platformsPreferred Skills:Exposure to healthcare, EHR, or Epic application environmentsExperience supporting multi-team environments with application and infrastructure escalation pathsUnderstanding of privacy and security requirements in client support contextsDesired Qualifications:Bachelor's degree in Information Systems, Computer Science, Healthcare Informatics, or a related fieldRelevant training or coursework in service desk operations, IT support, or application supportCertification in IT Service Management (e.G., ITIL Foundation) or related technical support credentialsAdditional 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 Engineer934 (Jalisco)
🏢 Brillio 2
📍 Jalisco