Job Type

Full Time

General Description

Responsible for overseeing operational aspects of the Customer Engagement & Personalization team, including Jira Service Desks related to website requests, ensuring efficient execution of website changes, analytics implementation, quality assessment, and overseeing small, low-complexity projects using a hybrid management approach. This role requires a proactive mindset, problem-solving skills, and the ability to work autonomously while maintaining excellent communication with stakeholders. The ideal candidate will play a crucial role in optimizing digital operations, ensuring seamless coordination between cross-functional teams, and driving continuous improvements in digital service management.

Essential Duties and Responsibilities Manage and oversee Jira Service Desks, ensuring timely review, prioritization, and resolution of requests. Coordinate and implement website changes in collaboration with development, design, and content teams. Oversee the complete lifecycle management for SSL certificates (procurement, installation, renewal) and domain names (registration, renewal, DNS management) to ensure website security and availability. Lead and coordinate incident management processes, engaging stakeholders for timely resolution and communication when digital service disruptions occur. Lead and manage small, low-complexity projects using a hybrid project management approach, ensuring timely delivery and stakeholder satisfaction. Supports the vendor management process by coordinating vendor-related activities, tracking deliverables, and ensuring alignment with contractual obligations and internal workflows. Act as a liaison between business units, IT, and external vendors to ensure alignment and smooth execution of digital initiatives. Continuously assess and refine processes to improve efficiency, communication, and digital change management. Maintain thorough documentation of processes, project updates, and service desk operations. Provide regular reporting on service desk performance and project progress to leadership. Identify potential risks or roadblocks and proactively propose solutions to mitigate issues. Ensure digital updates align with business objectives, compliance standards, and user experience best practices. Education Bachelor's Degree in Computer Engineering or Computer ScienceBachelor's Degree from an accredited University/College in Industrial Engineering or Information SystemsExperience

Three (3) years of experience as Project Coordinator or similar role in Software Development Projects.

Certifications / Licenses

The following certifications and/or licenses are not required but, desirable:
Project Management Professional (PMP)
PMI Agile Certified Practitioner (PMI-ACP)
Agile Certification

Knowledge, Skills and Abilities Strong business acumen: ability to understand the needs and concerns of business stakeholders and colleagues and respond promptly and effectively to stakeholder requests. Ability to conduct analysis on work procedures and business results and recommends changes to improve the effectiveness of the business's management. Strong technical acumen: knowledge of Project Coordination, Digital Banking, and Information Technology concepts. Ability to write technical instructions using programs and technology. Robust knowledge of applicable local and federal laws, regulations, and guidelines. Communication skills: effectively interact with internal and external stakeholders. Ability to foster trusting relationships with colleagues and clients. Highly develop written and verbal communications skills, strong ability to communicate ideas (storytelling). Presents numerical data effectively. Superior communication and interpersonal skills. Excellent report-writing and presentation skills. Polished in preparing presentations, summaries, and reports for all audiences. Analytical skills: Stays focused on main issues, prevents irrelevant issues or distractions from interfering with timely completion of assignments. Collects, research and complements data; Synthesizes complex or diverse information. Demonstrates attention to detail; Applies design principles; Generate creative solutions. Strong quantitative, research and analytical skills. Experience with data analysis, persuasive and informative writing, workload management, and process management. Knowledge, Skills and Abilities (cont.) Problem Solving: Identifies and resolves problems in a timely manner; Develops alternative solutions.  Project Management: Ability to prioritize and work with multiple projects and tasks with minimum supervision; self-direct and task switch between strategic and tactical initiatives regularly. Capacity to achieve results according to plan ensuring the expected quality. Excellent organization capacity to define priorities, meet deadlines, and flexible to change. Knowledge of project coordination, identification of business needs, work plan, budget control, time management, resource allocation, team management and status reports. Must demonstrate leadership, logic, and reasoning skills. Operational/Regulations Processes: Knowledge of budget administration, resources allocation, organization’s policies, and regulations. Ability to establish, conduct and track operational processes properly. Computer and Technological Skills: Proficient in MSO 365. Experience with tracking and project management tools such as: JIRA; data management tools such as Power Pivot and Power BI, among others is desired. Ability to achieve results by providing innovative ways of working with operational and technological considerations.  Region Locations

Puerto Rico

Work Schedule

Hybrid

Values Passion for PeopleSucceed TogetherOwn Every MomentBuild the FutureAdditional Requirements

The information provided here is only a general guide as to the nature of the position and does not constitute an exact description of the goals, tasks, duties, and responsibilities of the position. The specific details of each position are described in the employee’s objectives within the performance evaluation.

Important: The candidate must provide evidence of academic preparation or courses related to the job posting, if necessary.

 

ABOUT US

Popular is Puerto Rico’s leading financial institution and have been evolving since it was founded over a century ago. From a small bank it has developed into a large corporation that offer a wide variety of services and financial solutions to our customers, with presence in the United States, the Caribbean and Latin America.

As employees, we are dedicated to making our customers dreams come true by offering financial solutions in each stage of their life. Our extensive trajectory demonstrates the resiliency and determination of our employees to innovate, reach for the right solutions and strongly support the communities we serve; therefore, we value their diverse skills, experiences and backgrounds.

We reaffirm our commitment to always offer essential financial services and solutions for our customers and communities, including during emergency situations and/or natural disasters. Popular’s employees are considered essential workers, whose role is critical in the continuity of these important services even under such circumstances. By applying to this position, you acknowledge that Popular may require your services during and immediately after any such events.

If you have a disability or need more information about requesting an accommodation, please contact us at asesorialaboral@popular.com. This email inbox is monitored for such types of requests only. All information you provide will be kept confidential and will be used only to the extent required to provide needed exemptions or reasonable accommodations. Any other correspondence will not receive a response.

 

Are you ready for a rewarding career?

 

Popular is an Equal Opportunity Employer
Learn more about us at www.popular.com and keep updated with our latest job postings at www.jobs.popular.com.
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