.Positions are open to Mexican Citizens and official residents of Mexico. Location: Guadalajara (hybrid) Strong English required Must submit Resume in English. Leverage technology to impact patients and ultimately save lives Do you have expertise in, and passion for, information technology? Would you like to apply your expertise to impact the IT strategy in a company that follows the science and turns ideas into life changing medicines? If so, AstraZeneca might be the one for you! Introduction to the role: We are looking for an Application Support Specialist to ensure the performance and stability of the Enablon Platform (Global Sustainability). You'll lead incident resolution, provide 2nd and 3rd line support, and work closely with global teams to optimize processes and drive improvements. This is an exciting opportunity to apply your technical expertise in a fast-paced, global environment. About the role The main responsibilities of the role are, but not limited to:Ensure optimum performance and stability for the Enablon Platform - Global Sustainability application that includes providing workarounds and identifying areas for improvement or solutions to permanently address the issue.Monitor production system to ensure it is operating in a manner consistent with Service Level Agreements (SLA's).Take lead during remediation of priority incidents (P1 & P2) and update all collaborators as appropriate in alignment with AstraZeneca priority communication process.Provide 2nd and/or 3rd line support (technical queries, bug fixes, and small improvements relating to application and platform), following AstraZeneca standards and change control procedures.Take ownership of issues right from the time they are reported until remediation by meeting Service SLA's.Proactive in identifying areas for process improvement or finding opportunities for Automation.Proven ability to apply technical knowledge to multiple systems and support multiple business groups.Develop specialist knowledge by upskilling in relevant systems, detailing and sharing that knowledge with global teams as the need arises.Liaise with stakeholders including users, infrastructure/middleware teams, and 3rd party software vendors for resolving issues and potential process improvements.Involve in monthly Release and new feature testing activities.Connect with external vendors for any issues/modifications/amendments/improvements. Essential Experience: (Must have skills)4 to 7 years of prior experience in application support and maintenance (L2 / L3 support).Knowledge working with and fixing Custom and SaaS applications.Good knowledge of ITIL Framework and ability to explain concepts of Incident, Problem, Change, and Release Management Process.Experience working on IT Service management tools like Service Now, Remedy, or Service Manager.Demonstrable ability to apply technical knowledge to multiple systems and must support multiple business groups and applications
