The System Analyst provides day-to-day IT clerical support, technical support, and troubleshooting for the company's systems and software, making small fixes and adjustments to keep existing tools running smoothly. In contrast to the Implementation Analyst's sweeping, project-based system changes, the System Analyst focuses on routine maintenance, user support, and the quick resolution of day-to-day technical issues.

The System

Analyst reports to the Implementation Analyst and is responsible for escalating issues beyond their scope in a timely manner. This is a remote position.

Essential Duties and Responsibilities

Technical Support and Troubleshooting

- Serve as the first point of contact for day-to-day technical support requests from employees
- Diagnose and resolve routine system, software, and access issues
- Troubleshoot user-reported errors and escalate complex or project-level issues to the Implementation Analyst
- Track and document support tickets, including resolution steps and outcomes

System Maintenance and Small-Scale Adjustments

- Make small fixes, configuration changes, and adjustments to existing systems as needed
- Perform routine system checks to confirm tools are functioning as expected
- Support data entry corrections, permission updates, and minor workflow adjustments
- Flag recurring issues or patterns that may indicate a need for larger, project-based changes

IT Clerical Support

- Maintain accurate records of system access, licenses, and user accounts
- Support onboarding and offboarding of system users, including account setup and deactivation
- Maintain organized documentation of system configurations, fixes, and known issues
- Support the Implementation Analyst with administrative tasks related to larger system projects

User Support and Communication

- Respond promptly and professionally to user inquiries and support requests
- Provide basic guidance and instructions to help users resolve common issues independently




- Communicate system status, outages, or known issues to affected users
- Support development of user training materials and documentation as directed by the Implementation Analyst

Collaboration and Escalation

- Partner with the Implementation Analyst on day-to-day system needs and ongoing support
- Escalate issues beyond their scope or authority to the Implementation Analyst in a timely manner
- Support broader implementation projects with testing, documentation, or user support as directed

Key Performance Indicators (KPIs)

- Timely resolution of support tickets
- Accuracy of fixes and system adjustments
- User and employee satisfaction with support response
- Appropriate escalation of issues beyond scope, without under- or over-escalating
- Up-to-date, accurate system documentation and records

Required Knowledge, Skills and Abilities

- Working knowledge of common business software and systems, with basic troubleshooting skills
- Strong attention to detail and accuracy when making system adjustments
- Strong customer service orientation and ability to support end users patiently and professionally
- Ability to triage issues and know when to resolve directly versus escalate
- Strong organizational skills, including accurate documentation and ticket tracking
- Comfortable working remotely and communicating via phone, email, and chat or ticketing tools
- Basic proficiency with Microsoft Office Suite and help desk or ticketing software
- Takes initiative and works independently while following established procedures
- Collaborative, team-oriented mindset

Work Environment

- Fully remote position; reliable high-speed internet and a dedicated, distraction-free workspace required
- Primary work involves extended computer use, including sitting for long periods
- Must be available during agreed-upon core business hours to respond to support requests and meet deadlines
- Minimal to no in-person or on-site work required

Job Type: Full-time Pay: $19,000.00 - $22,000.00 per month

Work Location: Remote

📌 Systems Analyst (Ciudad de México)
🏢 Feldman Ruel
📍 Ciudad de México