Level 1 Support Analyst | Commercial Systems

Description

Job Summary: We are seeking a Level 1 Support Analyst to manage tickets, support business areas, and participate in projects for commercial systems, ensuring agility and quality. Key Highlights: 1. Management and handling of tickets in commercial systems 2. Incident tracking and system evolution monitoring 3. Participation in projects related to commercial systems **About the Role:** We are looking for a Level 1 Support Analyst to join our team and contribute to our mission of delivering increasingly agile, fair, and delightful experiences in IT hiring and operations. The professional will be responsible for managing tickets, supporting business areas, and participating in projects related to commercial systems, ensuring agility and quality in deliverables. **Main Responsibilities** * Manage and handle tickets in commercial systems (PSASM, Drive IT, JIRA). * Open and track incidents and system evolutions with technical teams and vendors. * Follow\-up on anomaly corrections and system enhancements with Business and Central ICT teams. * Respond to support requests submitted via functional mailbox. * Attend meetings with business areas and vendors to gather requirements. * Create specifications, configurations, and documentation for new functionalities. * Develop instructions and update scripts for the Help Desk. * Monitor sales closure processes and support dealers. * Participate in projects related to commercial area systems. **Position Challenges** * Reduce ticket resolution time. * Prepare clear and comprehensive specifications for system enhancements. * Ensure effective alignment and follow\-up with central teams and vendors. **Mandatory Requirements** * Bachelor's degree in Computer Science, Administration, or Project Management. * 2–3 years of experience in similar roles. * Proficiency in Microsoft Office suite. * Intermediate English * Intermediate Spanish * Strong communication and interpersonal skills. * Proactiveness * Analytical thinking, systemic vision, and ability to translate business needs into IT solutions. **Preferred Qualifications** Practical knowledge of the SAP ecosystem (general overview of modules, navigation, basic transactions, and integration concepts). Functional expertise or certification is not required, but hands\-on experience in the environment is essential. Process documentation skills (flowcharts, functional specifications, test scripts).