Engineer - R01568934

Brillio
Guadalajara
Workplace: HybridFull timeFunction: Data Analytics & Business IntelligenceExperience: 1-3 yearsEducation: bachelorsSkills: ["Stakeholder management","Communication","Documentation"]

Serve as the primary client-facing contact for service desk requests during U.S. business hours. Triage and route incoming incidents, gather details, and 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. Build familiarity with Epic environments while prioritizing communication quality and client handling, with moderate supervision.

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FursaFursa
Brillio
Brillio
3 weeks ago

Engineer - R01568934

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Last checked: 2 hours agoStatus: Live

Job Summary

Serve as the primary client-facing contact for service desk requests during U.S. business hours. Triage and route incoming incidents, gather details, and 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. Build familiarity with Epic environments while prioritizing communication quality and client handling, with moderate supervision.
Location: Guadalajara
Workplace: Hybrid
Employment Type: Full time
Job Function: Data Analytics & Business Intelligence
Seniority: Mid level

Key Responsibilities

  • •Act 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 while operating with moderate supervision and develop familiarity with Epic application environments.

Key Requirements

  • •1–3 years of client-facing service desk or application support experience, including exposure to ticketing systems such as Jira or ServiceNow.
  • •Proficiency in Jira or ServiceNow for maintaining ticket notes, status updates, and support records.
  • •Experience with incident triage, coordination, and escalation management.
  • •Technical familiarity with application and infrastructure support workflows.
  • •Bachelor’s degree in Information Systems, Computer Science, Healthcare Informatics, or a related field.
Experience:1-3 years
Education:Bachelor's in Information Systems, Computer Science, Healthcare Informatics, or a related field
Skills:Stakeholder managementCommunicationDocumentation
Certifications:ITIL Foundation
Tech Stack:JiraServiceNowEpicEHRITIL

Company Brief

Brillio
Provides digital transformation and IT consulting services, including cloud migration, analytics, digital engineering, and managed services to accelerate business outcomes for enterprises across industries.
Industry: Consulting
Company Size: Enterprise (1,001+ employees)
Growth: Established Company
Funding: Private Equity Backed
Headquarters: Santa Clara, United States
Founded: 2014
WebsiteLinkedIn