IT Support Business Systems

About Delinea:
Delinea is a pioneer in securing human and machine identities through intelligent, centralized authorization, empowering organizations to seamlessly govern their interactions across the modern enterprise. Leveraging AI-powered intelligence, Delinea’s leading cloud-native Identity Security Platform applies context throughout the entire identity lifecycle – across cloud and traditional infrastructure, data, SaaS applications, and AI. It is the only platform that enables you to discover all identities – including workforce, IT administrator, developers, and machines – assign appropriate access levels, detect irregularities, and respond to threats in real-time. With deployment in weeks, not months, 90% fewer resources to manage than the nearest competitor, and a 99.995% uptime, Delinea delivers robust security and operational efficiency without compromise. Learn more about Delinea on Delinea.com, LinkedIn, X, and YouTube.

Join our passionate, global team at Delinea and help us make the world a safer and more secure place. Our success is driven by world-class product leadership, outstanding engineers, and strategic investment from TPG. We value diversity, innovation, and a culture of respect and fairness. If you're ready to push boundaries and challenge the status quo in security, we want to hear from you.
 

Apply today to help us achieve our mission.

Location: Mexico City
Work Model: Hybrid — In-office Tuesday, Wednesday, and Thursday

About the Role

Our growing Business Systems organization is seeking a Business Systems Specialist to support the enterprise applications that power our business, including Salesforce, NetSuite, Certinia PSA, Atlassian, and related systems.

As the first point of contact for application-related questions and issues, you will help employees resolve access problems, reporting and dashboard questions, stuck approvals, permission issues, and integration or synchronization failures. You will work closely with senior analysts and system administrators to keep daily operations running smoothly while developing a broader understanding of how our business systems connect.

This role is particularly important in a global, regulated environment where access, data, and system changes must be managed with accuracy and appropriate controls. It offers a strong foundation for future growth in systems administration, integrations, or business analysis.

What You’ll Do

You will manage the front line of the Jira Service Management queue by acknowledging, categorizing, prioritizing, and routing requests according to established procedures. You will resolve issues within your scope and provide clear, complete escalations when additional support is required, including the symptoms, affected users, troubleshooting performed, findings, and items ruled out.

You will execute approved access requests across Salesforce, NetSuite, Certinia, Atlassian, and related platforms. This includes managing roles, permission sets, groups, and licenses, as well as completing onboarding and offboarding activities using established checklists. You will ensure that all changes have the required approvals and that appropriate evidence is captured for audit purposes.

You will also 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 that are outside your scope or do not have a documented resolution.

A key part of the role will be 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 help keep system ownership records and contact matrices up to date.

How You’ll Work

This is an approval-driven role. Access and configuration changes must be completed through the appropriate workflow; urgency or an informal request is not a substitute for approval. Maintaining this discipline is an important part of supporting SOX and access-management controls.

You will be expected to escalate early and provide enough context for the receiving team to take action without repeating the initial investigation. You will also document recurring solutions, share knowledge with teammates, and coordinate effectively with colleagues across time zones.

What You’ll Need

• 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 an 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.

Why work at Delinea?

• We're passionate problem-solvers helping the world's largest organizations protect what matters most: their human and machine identities.

• We invest in people who are smart, self-motivated, and collaborative.

• What we offer in return is meaningful work, a culture of innovation and great career progression.

At Delinea, our core values are STRONG and guide our behaviors and success:

• Spirited - We bring energy and passion to everything we do

• Trust - We act with integrity and deliver on our commitments

• Respect - We listen, value different perspectives, and work as one team

• Ownership - We take initiative and follow through

• Nimble - We adapt quickly in a fast-changing environment

• Global - We embrace diverse people and ideas to drive better outcomes

We believe weaving these core values into our day-to-day actions, and our process for hiring, evaluating, and promoting employees, helps us cultivate a work environment that embraces collaboration and camaraderie.

We take care of our employees. We offer competitive salaries, a meaningful bonus program, and excellent benefits, including healthcare insurance, as well as pension/retirement matching, comprehensive life insurance, an employee assistance program, time off plans, and paid company holidays.

Delinea is an Equal Opportunity and Affirmative Action employer and prohibits discrimination and harassment of any type with regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

Upon conditional offer of employment, candidates are required to complete comprehensive criminal background check, verification of education, and verification of employment, per employment policy. In addition, all publicly posted social media sites may be reviewed.