SD Analyst Level Ii

hace 1 semana


Heredia, Costa Rica Auxis A tiempo completo

Job Summary:
The SD Analyst Level II oversees daily urgent and complex incidents/requests as required by their leads and Analysts, they assignee tickets, and assist with the queue coverage, team development & results, and KPI’s. They must understand all current documented procedures, and promote all problem solving and investigational skills with the team members.

**Responsibilities**:

- Will lead to additional responsibilities, workload distribution, assignation and reporting.
- Assign tickets to resources based on technology, location and load.
- Identify reoccurring incidents or situations affecting multiple users and create problems as per ITIL standards.
- Will be assigned as an OJT (on the job Trainer) during ramps.
- Provide support by floor walking and assisting SDAL1 as needed.
- Cover Real-Time Queue needs whenever Leads are OOO in meetings or Training.
- Track and report system issues as needed.
- Provide expert and creative solutions to user problems in support of WIN and IOS environments, to ensure user satisfaction and productivity.
- Completely understanding of current SOPs and investigational skills to get new solutions and procedures, and documenting if necessary with proper evidence and validation.
- Working closely with and in support of the IT Service Desk and Engineering/Desktop support team members.
- Report and provide evidence of any anomaly or undocumented procedure, to direct Lead to be published and communicated.
- Broad Knowledge and Analysis to identify critical scenarios.
- Researching, resolving, and responding complex questions received via telephone calls, callbacks, or/and escalations, following current standards. (SDAL1, Clients, or SDLEADs)
- Acquiring and maintaining knowledge of relevant product offerings, current support policies, and methods of support delivery, to provide technically accurate solutions to users.
- Comply with personal KPIs and assist SDLEAD to achieve the team goals.
- Other related tasks and responsibilities as directed by the Auxis Service Support Lead or his designate(s).
- Additional responsibilities include:

- Comply and adhere to Auxis operational processes and security policies.
- Use of Auxis Service management tools for Incident, Problem, Change and Configuration management.
- Attend all operational and project (ad-hoc) related scheduled meetings as required.

Skills and Experience:

- English - Spanish Language (Oral and writing 85 % or higher), (B2+ or above).
- 2-4 years of Technical support Experience Knowledge/Training on best practices or IT frameworks, such as ITIL (Information Technology Infrastructure Library).
- Advance knowledge of Active Directory, network-shared printers and drives experiences.
- The resource will adjust its schedule based on the account needs.
- High School diploma.
- Must possess excellent communication skills and involvement.
- Demonstrated experience in providing high levels of customer satisfaction and performance in a high transaction volume/high demand environment preferred.
- Good presentation and a polite, tactful and friendly character.
- Excellent Customer Service skills.
- Leadership skills.
- Nice to have Technical Proficiencies:

- Cisco CCNA Modules.
- Microsoft MTA.


  • SD Level 2 Agent

    hace 3 semanas


    Heredia, Costa Rica Auxis A tiempo completo

    Job Summary: The L2 agent will face unusual situations and issues every day, so, a full understanding of current documented procedures and investigational skills are required. In addition, the L2 will be responsible for providing support to customers and serve as the Level 2 resource for escalation of customer issues. The L2 will establish and influence best...

  • Retail Analyst Level Ii

    hace 3 semanas


    Heredia, Costa Rica Auxis A tiempo completo

    Job Summary: The Retail Analyst Level II oversees daily urgent and complex incidents/requests as required by their leads and Analysts, They must understand all current documented procedures, and promote all problem solving and investigational skills with the team members. **Responsibilities**: - Identify reoccurring incidents or situations affecting...


  • Heredia, Costa Rica SGF Global A tiempo completo

    **SAP SD Functional Consultant (Hybrid)** **Heredia, Costa Rica** SGF Global is looking for a SAP SD Functional Consultant, for IT enterprise in Heredia, Costa Rica. **Requirements**: - 8+ of Overall experience in SAP SD (Sales and Distribution processes) Implementations / Rollouts - 1 - 2 Yrs. of experience with S/4 HANA Implementations / Rollout...


  • Heredia, Costa Rica SGF Global A tiempo completo

    **SAP SD/BP Functional Consultant (Hybrid)** **Heredia, Costa Rica** SGF Global is looking for a SAP SD/BP Functional Consultant, for IT enterprise in Heredia, Costa Rica. **Requirements**: - 8+ of Overall experience in SAP SD (Sales and Distribution processes) Implementations / Rollouts - 3+ Yrs. of experience with S/4 HANA Implementations / Rollout...

  • SD Analyst Level I

    hace 3 semanas


    Heredia, Costa Rica Auxis A tiempo completo

    Job Summary: **Responsibilities**: - Incident/Request/Problem/Knowledge Management. - Perform Incident and Request Queue Management for Auxis clients and assign the tickets as appropriate. - Provide first-level contact, convey resolutions to customer issues and follow up. - Properly escalate unresolved queries to the next level of support. - Utilize...

  • Risk Analyst Ii

    hace 4 semanas


    Heredia, Costa Rica BCD Travel Corporate A tiempo completo

    **Do you want to work in a fast-paced and exciting environment, where no two days are the same? **We are looking for a Risk Assessment Analyst II that will work within the Information Security organization to ensure program objectives goals, policies, procedures, and standards align to meet the business objectives of BCD Travel.** **Risk Analyst II,...

  • Finance Data Analyst Ii

    hace 1 semana


    Heredia, Costa Rica Huntsman A tiempo completo

    Job Description: Finance Data Analyst II Here, you can make an impact and make a difference. Come join us. Huntsman is seeking a Finance Data Analyst II supporting the GBS located in Costa Rica. This position will report to the FP&A Manager. As the Finance Data Analyst II, you will: - Assist with design of patterns for model deployment and development...

  • Disaster Recovery Analyst

    hace 3 semanas


    Heredia, Costa Rica Sysco Costa Rica A tiempo completo

    The disaster recovery (DR) Analyst is responsible for implementing, monitoring and reporting on the enterprise disaster recovery program for Sysco Foods. The objective of this program is to assist in building resilience into and supporting recovery plans for systems following the occurrence of an IT outage or major disasters, such as fires, earthquakes,...

  • Business Systems Analyst

    hace 3 semanas


    Heredia, Costa Rica Infotree Global Solutions A tiempo completo

    This role is primarily responsible for: - Assist in the on-going development of new functionality within the company's architecture/landscape - Deliverables will include general process documentation, knowledge transfer to resources, functional designs, system configuration. - Utilize standard processes and tools ( ITSM, Agile, DevOps, Scrum ) as execution...

  • Kyc Latam Ops Analyst Ii

    hace 2 semanas


    Heredia, Costa Rica Citi A tiempo completo

    **The KYC Operations Analyst II is an intermediate-level position responsible for Anti-Money Laundering (AML) monitoring, governance, oversight and regulatory reporting activities in coordination with the Compliance and Control team. The overall objective of this role is to develop and manage a dedicated internal KYC (Know Your Client) program at...

  • Financial Analyst Ii

    hace 3 semanas


    Heredia, Costa Rica Amazon Support Services Costa Rica SRL A tiempo completo

    5+ years of tax, finance or a related analytical field experience - 5+ years of creating process improvements with automation and analysis experience - 5+ years of identifying, leading, and executing opportunities to improve, automate, standardize or simplify finance or business tools and processes experience - Bachelor's degree in accounting, information...


  • Heredia, Costa Rica Citi A tiempo completo

    **The KYC Operations Analyst II is an intermediate-level position responsible for Anti-Money Laundering (AML) monitoring, governance, oversight and regulatory reporting activities in coordination with the Compliance and Control team. The overall objective of this role is to develop and manage a dedicated internal KYC (Know Your Client) program at...


  • Heredia, Costa Rica Citi A tiempo completo

    **The Institutional Clients Group (ICG) KYC Ops Support Remediation Analyst II is a supportive oriented intermediate-level position responsible for Anti-Money Laundering (AML) monitoring, governance, oversight, and regulatory reporting activities in coordination with the Compliance and Control team. The overall objective of this role is to develop and manage...


  • Heredia, Costa Rica Citi A tiempo completo

    The Operational Risk Analyst II is a developing professional role. Applies specialty area knowledge in monitoring, assessing, analyzing and/or evaluating processes and data. Identifies policy gaps and formulates policies. Interprets data and makes recommendations. Researches and interprets factual information. Identifies inconsistencies in data or results,...


  • Heredia, Costa Rica Citi A tiempo completo

    The Operational Risk Analyst II is a developing professional role. Applies specialty area knowledge in monitoring, assessing, analyzing and/or evaluating processes and data. Identifies policy gaps and formulates policies. Interprets data and makes recommendations. Researches and interprets factual information. Identifies inconsistencies in data or results,...

  • Financial Analyst

    hace 3 semanas


    Heredia, Costa Rica Sysco Costa Rica A tiempo completo

    Sysco Costa Rica is looking for a Financial Analyst to join our team. As a Financial Analyst, you will assist the Commercial Technology Project Management team in tracking and maintaining the budget and invoices for multiple Areas/Directors/Projects. **Requirements**: - Work with the Project Management Office under the Commercial Technology Area. - Submit,...


  • Heredia, Costa Rica Amazon Support Services Costa Rica SRL A tiempo completo

    Amazon Finance & Global Business Services (FGBS) plays a key role in the company’s mission to be Earth’s most customer-centric company. FGBS includes finance functions like Financial Planning and Analysis (FP&A), Accounting, Tax, as well as other functions like Global Real Estate and Facilities (GREF), Investor Relations, and Benchmarking.The FGBS team...


  • Heredia, Costa Rica DHL A tiempo completo

    PROBLEM MANAGEMENT SPECIALIST Purpose: 1. Full command of the Problem Management process in DPDHL, as well as PRS techniques (Kipling, 5 times why, Ishikawa diagram, PDCA, etc). 2. Single Point of Contact in the region (Americas) for everything related to Problem Management at a Global level. 4. Hold monthly meetings with the EUS teams in America to...

  • OTC Billing Analyst

    hace 3 semanas


    Heredia, Costa Rica British American Tobacco A tiempo completo

    **BAT is evolving at pace - truly like no other organisation.** **To achieve the ambition, we have set for ourselves, we are looking for colleagues who are ready to live our ethos every day. Come be a part of this journey!** **BAT Costa Rica IS LOOKING for **A BILINGUAL - OTC BILLING ANALYST (ENTRY LEVEL) **SENIORITY LEVEL**:Non-management **FUNCTION**:...

  • Workday Analyst

    hace 3 semanas


    Heredia, Costa Rica Manpowergroup CCA A tiempo completo

    **Responsibilities**: Collaborates effectively with the agile team to configure package software when applicable Supports the team in executing highly technical tasks according to the specific needs of stories during each iteration Ensures design and development standards are being followed to minimize rework; promotes only quality-tested code and does it on...