Power Apps Support Analyst L1

Req ID: 371786 NTT DATA strives to hire exceptional, innovative and passionate individuals who want to grow with us. If you want to be part of an inclusive, adaptable, and forward-thinking organization, apply now. We are currently seeking a Power Apps Support Analyst L1 to join our team in Guadalajara, Jalisco (MX-JAL), Mexico (MX). # Job Requisition – Power Apps Support Analyst L1 ## Position Title Power Apps Support Analyst – Level 1 (L1) ## Position Summary We are seeking a motivated and customer-oriented Power Apps Support Analyst L1 to provide first-level support for Microsoft Power Platform applications and services. The ideal candidate will be responsible for handling user inquiries, troubleshooting basic application issues, monitoring incidents, and escalating complex problems to Level 2 or development teams when necessary. This role requires strong communication skills, analytical thinking, and a foundational understanding of Microsoft Power Platform technologies including Power Apps, Power Automate, SharePoint, and Microsoft 365 services. * * * ## Key Responsibilities ### Application Support 1. Provide Level 1 support for Power Apps applications and Power Platform solutions. 2. Respond to user tickets, incidents, and service requests within SLA timelines. 3. Troubleshoot basic issues related to: * Power Apps functionality * Power Automate flows * SharePoint integrations * User permissions and access * Microsoft 365 connectivity 4. Perform initial diagnosis and root cause analysis before escalating issues. 5. Escalate unresolved or complex technical issues to Level 2 support or development teams. ### Incident & Ticket Management 1. Log, track, update, and resolve tickets using ITSM tools such as ServiceNow, Jira, or similar platforms. 2. Maintain detailed documentation of incidents, resolutions, and troubleshooting procedures. 3. Monitor recurring issues and identify patterns for proactive improvements. 4. Follow established support processes, escalation paths, and operational procedures. ### User Support & Communication 1. Assist end users with application navigation and functionality questions. 2. Provide guidance and basic training on Power Apps and Power Platform usage. 3. Communicate issue status, updates, and resolutions clearly to users and stakeholders. 4. Deliver high-quality customer service with professionalism and responsiveness. ### Monitoring & Maintenance 1. Monitor Power Platform environments and application health. 2. Support basic testing activities after deployments or updates. 3. Assist with user access management and environment configurations. 4. Participate in scheduled maintenance and support activities as needed. * * * ## Required Skills & Qualifications ### Technical Skills * Basic understanding of: * Microsoft Power Apps * Power Automate * SharePoint Online * Microsoft 365 ecosystem * Familiarity with: * Ticketing systems (ServiceNow, Jira, Zendesk, etc.) * Incident management processes * User access and permissions management * Basic knowledge of: * APIs and connectors * Data sources such as SharePoint Lists, Dataverse, or Excel * Troubleshooting application and workflow issues ### Soft Skills * Strong customer service and communication skills. * Good analytical and problem-solving abilities. * Ability to prioritize tasks and manage multiple tickets simultaneously. * Fast learner with attention to detail. * Ability to work independently and collaboratively within support teams. * * * ## Education & Experience * Associate’s or Bachelor’s degree in Information Technology, Computer Science, or related field preferred. * 3 years of experience in application support, help desk, or IT support roles. * Experience with Microsoft Power Platform is preferred but not mandatory. * English proficiency required (written and verbal). * * * ## Preferred Qualifications * Microsoft Power Platform Fundamentals certification (PL-900) is a plus. * Experience supporting enterprise business applications. * Familiarity with Agile or ITIL methodologies. * Exposure to low-code/no-code platforms. * Experience working in global or multi-regional support environments. * * * ## Work Schedule & Environment * Willingness to work in rotational shifts or extended support hours if required. * Hybrid or remote support experience preferred. * Ability to work in fast-paced support environments with SLA-driven operations. About NTT DATA NTT DATA is a $30 billion business and technology services leader, serving 75% of the Fortune Global 100. We are committed to accelerating client success and positively impacting society through responsible innovation. We are one of the world's leading AI and digital infrastructure providers, with unmatched capabilities in enterprise-scale AI, cloud, security, connectivity, data centers and application services. our consulting and Industry solutions help organizations and society move confidently and sustainably into the digital future. As a Global Top Employer, we have experts in more than 50 countries. We also offer clients access to a robust ecosystem of innovation centers as well as established and start-up partners. NTT DATA is a part of NTT Group, which invests over $3 billion each year in R&D. Whenever possible, we hire locally to NTT DATA offices or client sites. This ensures we can provide timely and effective support tailored to each client’s needs. While many positions offer remote or hybrid work options, these arrangements are subject to change based on client requirements. For employees near an NTT DATA office or client site, in-office attendance may be required for meetings or events, depending on business needs. At NTT DATA, we are committed to staying flexible and meeting the evolving needs of both our clients and employees. NTT DATA recruiters will never ask for payment or banking information and will only use @nttdata.com and @talent.nttdataservices.com email addresses. If you are requested to provide payment or disclose banking information, please submit a contact us form, https://us.nttdata.com/en/contact-us. NTT DATA endeavors to make https://us.nttdata.com accessible to any and all users. If you would like to contact us regarding the accessibility of our website or need assistance completing the application process, please contact us at https://us.nttdata.com/en/contact-us. 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