Job Information:
Department Name
- INFORMATION TECHNOLOGY

Job Type
- Full time

Industry
- Technology

Service Now Ticket
- INC1489254

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

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