Soporte a aplicaciones

About the role

The Application Support Specialist will provide functional and operational assistance to users of Project Portfolio Management (PPM) applications and related business systems. The role involves handling incidents, service requests, and ensuring smooth operation of Windows Server environments supporting these applications. Fluency in English and Spanish is required to communicate effectively with users across Colombia.

Key responsibilities

• Provide functional and operational support for PPM users and related business applications.
• Manage incidents, service requests, and user inquiries, tracking tickets through resolution.
• Monitor alerts, perform basic incident investigation, data validation, and escalate issues when necessary.
• Support Windows Server environments and execute scheduled operational processes.
• Document solutions, procedures, and knowledge articles, and collaborate with technical and functional teams.
• Participate in training sessions to learn PPM processes and support functional testing and post‑release validations.

Required profile

• Strong learning agility and analytical thinking.
• Customer‑service orientation with effective communication in English and Spanish.
• Ability to investigate and diagnose problems, work collaboratively, and maintain documentation.
• Positive attitude, proactive and service‑oriented mindset.

Required skills

• SQL knowledge and data validation.
• Application support fundamentals and ITSM ticket management.
• Experience with Windows Server environments.
• Monitoring of applications and operational processes.
• Familiarity with PPM applications, ServiceNow, Jira, Remedy, or similar tools.
• Understanding of PMO processes, Agile methodologies, and enterprise applications (ERP, CRM, HRIS).