IT Service Desk Associate III

IT Service Desk Associate III

Location: Mexico City, Federal District, Mexico

• Schedule: 2nd Monday to Friday 2 PM to 11 PM Mexico City time
• Job description: please see below
• Responsibilities: please see below
• Languages: Fluent English both Oral and Written

Production Control Associate Role: (PCA)

• A fully qualified, intermediate member of the production control associate team, the Production Control Associate (PCA) job encompasses various data control, and scheduling responsibilities of operations.
• PCAs support multiple designated system.
• PCAs generally work on moderately complex assignments, equipment and/or operating environment following established procedures documented in Runbooks.
• PCAs operate independently to resolve standard tasks bandwidth and platform performance problems.
• PCA work is generally closely monitored by PCS/PCA3.
• PCAs monitor workflows to ensure items are moving to complete status within contractually designated Service Level Agreements (SLAs).
• PCAs perform daily checklist tasks and validate that these tasks are done without error or incident.
• PCAs perform initial troubleshooting of any outage, incident, or performance issues detected within the platform or product as necessary and based on the priority of contractually stipulated SLAs.
• PCAs open incident tickets to engage with other support teams if the incident is beyond the scope their resolution.
• PCAs operate as SMEs for all lines of business within their delegated sphere of responsibility.
• PCAs are frequently consulted by other support teams for on platform and product enhancement.
• Check the workflows, follow the run books and tasks lists.

Monitor the tasks, jobs, and workflow items flux (MCP) for production environment in order to ensure everything is working as expected, check constantly if there is any roadblocks or items, tasks or jobs getting stuck in the production environment flow. Assist and try to fix in a timely manner when some issue arises, adjusting schedules and tasks for timely delivery. Work with cross-functional teams to complete job orders on-time and within customer requirements and specifications. Report any major issue that will take longer to resolve, create the incident/problem ticket in ServiceNow platform and escalate accordingly the priority level.

About the Team

Conduent is an Equal Opportunity Employer and considers applicants for all positions without regard to race, color, creed, religion, ancestry, national origin, age, gender identity, gender expression, sex/gender, marital status, sexual orientation, physical or mental disability, medical condition, use of a guide dog or service animal, military/veteran status, citizenship status, basis of genetic information, or any other group protected by law.