Level 1 Application Support Analyst – Workday, Zip

Sequoia Connect

. Receive, log, categorize, and prioritize incidents and service requests through the designated IT service management platform .

Posted 10/30/2026full-timeRemote • MexicoJuniorMid-LevelWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in incident management and service request fulfillment, with a strong focus on troubleshooting web application issues and providing exceptional customer service. Proficient in using ticketing platforms and maintaining effective communication with users and technical teams.

Highest-signal resume keywords

Incident ManagementServiceNowWorkdayTroubleshooting Web ApplicationsCustomer Service Mindset

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Incident ManagementRequest FulfillmentTroubleshootingApplication SupportService Desk ExperienceWeb Application IssuesTicketing PlatformsData CollectionConfiguration RoutingBasic Application Functionality

Soft Skills

Attention to DetailEmotional IntelligenceCollaborationResilienceStructured Troubleshooting

Tools & Technologies

ServiceNowJira Service ManagementWorkdayZipCloud-Native Foundations

Industry Keywords

Service Level AgreementsEscalation ProceduresSelf-Service ImprovementSecurity RequirementsConfidentiality Requirements

Tech Stack

Tools & technologies

CloudITSMServiceNow

About the role

Key responsibilities & impact

Receive, log, categorize, and prioritize incidents and service requests through the designated IT service management platform
Provide initial troubleshooting for login, access, navigation, and basic application functionality issues
Guide users through Workday self-service tasks and Zip purchasing requests, approval steps, and status inquiries
Troubleshoot browser and session issues and coordinate SSO or MFA incidents with the identity support team
Fulfill standard service requests within assigned permissions and approved procedures
Collect error messages, screenshots, reproduction steps, and business impact before escalating unresolved issues
Route configuration, integration, data, and advanced functional issues to Level 2 support, application administrators, or business process owners
Maintain ticket ownership and provide timely user updates through resolution
Follow service level agreements, escalation procedures, and incident management practices
Maintain knowledge articles and identify recurring issues or self-service improvement opportunities
Handle employee, supplier, and financial information according to security and confidentiality requirements

Requirements

What you’ll need

2–3 years of experience in a service desk, technical support, or application support role
Experience supporting enterprise applications and troubleshooting common web application issues
Familiarity with ticketing platforms such as ServiceNow, Jira Service Management, or equivalent
Basic understanding of incident management, request fulfillment, prioritization, and escalation
Customer service mindset, structured troubleshooting skills, and attention to detail
Ability to follow documented procedures and collaborate with technical and business teams
Resilience, emotional intelligence, and focus on agile delivery
Understanding of the difference between coding and engineering
Advanced oral English
Advanced Spanish
Strong English communication skills, both written and verbal
Hands-on experience with Workday or Zip is desired
Familiarity with cloud-native foundations or AI coding assistants is desired

Benefits

Comp & perks

Remote work arrangement, depending on specific project needs
Continuous learning and professional growth opportunities
Exposure to complex engineering challenges and global delivery centers
Collaboration with international teams
World-class, high-impact projects