BPM Metastorm Professional

• Responsible for resolving incidents and customer requests with a service-oriented approach, recording, monitoring, and providing solutions to errors in client applications according to established service levels with high availability.
• Responding to users and customer service.
• Executing scripts.
• Documenting solutions.
• Analysing and resolving incidents where configuration or data modifications are required.
• Analysing incident recurrence to identify problems, document them, and identify the root cause (RCA).
• Analysing solutions to develop improvement proposals.
• Effective communication with functional and technical stakeholders.
• Autonomy in technical decision-making within the AMS scope.
• Ability to transfer knowledge and mentor junior profiles.
• Focus on continuous improvement and a service culture.
• Available on-call schedules and rotation.
• Weekend on-call and on-call coverage available.
• Adhere to the Mexican calendar.
• Teamwork.
• Sense of urgency.
• Service-oriented attitude.

Roles & Responsibilities

• Provide Level 2 and 3 technical supports for BPM applications developed in Meta storm, ensuring operational continuity and compliance with service level agreements (SLAs).
• Diagnose, analyse, and resolve incidents and requirements related to automated processes, prioritizing them based on criticality and focusing on customer satisfaction.
• Perform root cause analysis (RCA), document findings, and apply corrective and evolutionary changes to BPM workflows.
• Develop and maintain software components using ASP, C#, SQL Server, and ODBC integration technologies, ensuring efficient and stable operation.
• Monitor application performance, identify recurring failure patterns, and propose continuous improvement initiatives.
• Design, update, and maintain key technical documentation: user manuals, operational procedures (SOPs), RCA reports, flowcharts, and deployment guides.
• Collaborate closely with multidisciplinary teams (QA, infrastructure, functional analysts) for the implementation and validation of solutions. Actively participate in customer demand management, coordinating technical and functional requirements, and reporting progress and risks.
• Execute knowledge transfer activities to new team members or customer stakeholders, ensuring operational continuity.
• Assist in process audits, service reviews, and continuous improvement committees, proposing specific optimization actions.
• Technically lead support for critical applications, managing incidents, changes, and improvements with a strategic vision and focus on service excellence.