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Delinea is seeking a Business Systems Specialist to support enterprise applications including Salesforce, NetSuite, Certinia PSA, and Atlassian systems in Mexico City. This hybrid role (in-office Tuesday–Thursday) serves as the first point of contact for application-related questions and issues across the organization.
You will manage the front line of the Jira Service Management queue, acknowledging, categorizing, prioritizing, and routing requests according to established procedures. You will resolve issues within your scope and provide clear escalations when additional support is required, including symptoms, affected users, troubleshooting performed, findings, and items ruled out.
Key responsibilities include executing approved access requests across Salesforce, NetSuite, Certinia, Atlassian, and related platforms—managing roles, permission sets, groups, and licenses, as well as completing onboarding and offboarding activities using established checklists. You will ensure all changes have required approvals and that appropriate evidence is captured for audit purposes.
You will monitor scheduled jobs, integrations, and synchronization processes across Boomi, Salesforce, and NetSuite. Using established runbooks, you will investigate known errors, identify recurring issues, and escalate failures outside your scope or without documented resolution.
A key part of the role is improving the support experience through documentation. You will create and maintain knowledge articles, how-to guides, and runbooks in Confluence, convert recurring issues into self-service resources, and keep system ownership records and contact matrices up to date.
This is an approval-driven role operating in a regulated environment where access, data, and system changes must be managed with accuracy and appropriate controls. You will be expected to escalate early with sufficient context, document recurring solutions, share knowledge with teammates, and coordinate effectively across time zones.
Delinea is a cloud-native Identity Security Platform company backed by TPG, pioneering intelligent, centralized authorization for human and machine identities across modern enterprises.
REQUIREMENTS:
- At least 2 years of experience in IT support, application support, service desk, or business systems operations
- Hands-on experience with Salesforce, NetSuite, or a comparable CRM or ERP platform
- Working knowledge of ITSM practices, including prioritization, SLAs, escalation procedures, and incident versus service request management
- A systematic approach to troubleshooting, including gathering information, testing hypotheses, documenting findings, and recognizing when escalation is needed
- Strong written communication skills and the ability to explain technical issues, limitations, and next steps to non-technical users
- Reliability and composure in an interruption-driven environment
- Curiosity, initiative, and the ability to research issues and share practical findings
- Ability to work across time zones and coordinate effective handoffs with a distributed team
NICE TO HAVE:
- Salesforce Certified Administrator, NetSuite SuiteFoundation, or equivalent platform certification
- Experience administering access across multiple systems, including approval workflows and audit trails
- Experience with Jira Service Management and Confluence
- Experience creating knowledge articles, how-to guides, and operational documentation
- Familiarity with SOX, ITGC, audited access-management practices, or financial close support
- Basic knowledge of SQL, SOQL, or saved-search construction
- Exposure to Certinia PSA, Boomi, Gainsight, or Workday
