Desktop/Tech Support II

BSI is seeking a Temporary Application Support Analyst to support Digital Channels (eBanking and 360Plus) during a temporary leave. This is a hands-on role focused on incident management, user support, troubleshooting, and ensuring seamless service continuity for client-facing platforms.

The role will act as a key liaison between Operations, Helpdesk, Development teams, third-party vendors, and business users., * Act as the primary point of contact for production incidents (functional and technical)

• Perform L1 support including triage, troubleshooting, and user assistance
• Manage incidents end-to-end, including escalation to development or vendors
• Create and track tickets using ServiceNow and Jira
• Maintain documentation and knowledge base in Confluence
• Coordinate communication with users, helpdesk, and internal teams
• Support change and release activities from an operational perspective
• Improve escalation processes and minimize ticket misrouting
• Identify recurring issues and drive proactive improvements

• 3-5 years of relevant experience
• Bilingual in English and Spanish (written and verbal)
• Experience in application or production support, preferably web/digital platforms
• Strong troubleshooting and coordination skills
• Excellent communication skills (technical and non-technical)
• Hands-on experience with ServiceNow, Jira, and Confluence
• Understanding of incident management and escalation processes
• Structured, service-oriented, and accountable working style
• Proactive mindset with focus on continuous improvement
• Ability to use AI tools responsibly for analysis and efficiency, * Banking or financial services experience
• Experience with digital banking channels, authentication, or transactions
• Exposure to change/release management processes
• Experience working with distributed teams
• Familiarity with AI-assisted support or knowledge management