Analyze support case data from ServiceNow to track response times, customer update frequency, and backlog aging for our top customer accounts.
Review cases on accounts that are falling behind target and identify the root cause, such as handoffs between teams, cases left in the wrong status, engineering delays, or vendor waits.
Turn findings into clear, evidence-based summaries and recommendations that support leaders can act on.
Map current support workflows end to end, identify gaps, duplicated effort, and unclear ownership, and propose simpler ways of working.
Create and update standard operating procedures, process guides, and checklists, and help roll them out to support teams.
Gather requirements from support engineers and managers through interviews and workshops, and translate them into process changes and tool requirements.
Identify manual, repetitive tasks in reporting and case reviews and automate them using tools such as Power Automate, Python, Excel, or ServiceNow.
Use generative AI tools to summarize case histories, classify issues, and draft analysis, and help test where AI agents can reduce manual effort in support.
Build and maintain dashboards and reports used in weekly stand-ups and monthly customer experience reviews.
Track cases that depend on third-party hardware and service vendors, follow up on open actions and committed dates, and escalate delays early.
Help define vendor checkpoints and escalation steps, and keep a clear record of systemic issues, owners, and agreed actions.
Success in this role means a process you helped design is in use by support teams, a workflow you automated saves our team measurable time every week, and support leaders rely on an analysis or dashboard you built to make decisions.
Who You'll Work With
Are the Quality of Service and Problem Coordination team within Teradata’s Global Support Organization, which provides 24x7 support for Teradata products to customers around the world. We sit between customers, product support teams, engineering, and vendors, and our job is to make sure customer experience issues are seen early, understood properly, and owned by the right people.
We are a small, global team based in Mexico and India, working every day with support leaders across the Americas, Europe, and Asia Pacific. We value clear data over opinions, honest feedback, and people who take initiative. You will see how support decisions are made at a senior level, take part in leadership reviews, and present your own work.
This position reports to the Senior Manager, Quality of Service and Problem Coordination, with day-to-day guidance and mentoring from a Quality of Service lead in Mexico.
What Makes You a Qualified Candidate
Currently enrolled in, or recently graduated from, a university program in engineering, computer science, data analytics, industrial engineering, business administration, or a related field, and legally able to work in Mexico.
Working proficiency in written and spoken English.
Strong analytical thinking: you can work with data in Excel or a similar tool (filters, pivot tables, formulas) and explain what the numbers mean.
Experience creating a tool, automating a workflow, or building a script, dashboard, or app, in school, work, or a personal project, including using generative AI tools such as ChatGPT, Claude, Gemini, or Microsoft Copilot.
A track record of taking initiative, such as starting a project, improving how something was done, or solving a problem without being asked.
What You'll Bring
Experience with Python, SQL, or another language for data analysis or automation.
Experience with workflow automation tools such as Microsoft Power Automate, UiPath, or ServiceNow workflows.
Experience building dashboards in Power BI, Tableau, or ServiceNow.
Exposure to business process analysis or process mapping, using tools such as Visio, Lucidchart, or BPMN.
Interest in AI agents, large language models (LLMs), and prompt engineering, with a project or class you can tell us about.
Familiarity with Lean, Six Sigma, or IT service management (ITIL) concepts.
Experience coordinating with external suppliers, vendors, or partners in a job, internship, or student project.
Familiarity with cloud platforms such as AWS, Azure, or Google Cloud.
Clear, simple writing and the confidence to present findings to senior leaders.
Spanish language skills.
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