Technical skills

IT support

About this role

Main Purpose

· Act as the primary local functional and operational IT point of contact for Retail in Guatemala, connecting business stakeholders, station operations, local vendors and Regional/Global IT teams.

· Combine business analysis with operational ownership: understand local processes and needs, translate them into clear IT requirements and actions, and ensure initiatives, issues and improvements progress through to closure.

· Ensure disciplined follow-up and clear communication across stakeholders, providing visibility of priorities, open actions, risks, decisions and progress.

· Coordinate local workstreams for projects, enhancements and vendor activities, following Regional IT and PMO practices without direct people-management responsibility.

· Maintain a hands-on, field-oriented approach, including regular interaction with station operators and visits to operational sites to understand issues, support pilots and validate solutions in real operating conditions.

Key Responsibilities

Business Partnership & Functional Analysis
· Work closely with business users, station operators and key stakeholders to understand processes, operational pain points, requirements and improvement opportunities.
· Translate business and operational needs into clear functional requirements, user stories, specifications or actionable inputs for Regional IT teams and vendors.
· Challenge unclear, incomplete or impractical requirements and help define solutions that are realistic for local operations.
· Facilitate meetings, workshops and working sessions to clarify requirements, priorities and expected outcomes.
· Provide business stakeholders with clear visibility of IT activities, decisions, dependencies and

next steps

· Develop strong functional knowledge of the local Retail IT application landscape and coordinate functional training for key users when required.

Project, Initiative & Vendor Coordination

· Coordinate and drive local workstreams for selected projects, enhancements and change requests, following Regional PMO and governance practices.

· Maintain structured follow-up of milestones, dependencies, risks, decisions, actions and owners through to closure.

· Coordinate day-to-day activities with local vendors and Regional/Global IT teams, ensuring agreed timelines and deliverables are met.

· Support scope definition, prioritization and planning for new initiatives and enhancements.

· Act as the local project coordinator for selected initiatives, ensuring operational readiness, stakeholder alignment and timely escalation of blockers.

· Track vendor commitments and SLA performance; participate in service reviews and follow up corrective actions when required.

· Influence and coordinate stakeholders without direct authority, driving clear ownership, accountability and timely follow-up across business, vendors and IT teams.

Field Engagement, Testing & Implementation

· Maintain close contact with station operators and field teams to understand how IT solutions perform in day-to-day operations.

· Visit service stations and operational sites as required to support issue analysis, pilots, testing, change validation and on-the-ground problem solving.

· Participate in functional testing, UAT, pilots and post-implementation validation, confirming that delivered solutions meet agreed requirements and work effectively in real operating conditions.

· Capture issues and feedback identified during pilots or deployments and ensure they are assigned, followed up and resolved.

· Support local project transitions into production, including go-live preparation, stabilization and operational handover.

· Identify improvement opportunities based on direct observation, operator feedback, incident trends and recurring operational issues.

Operational IT Ownership & Service Continuity

· Act as the local escalation point for incidents handled by support teams or vendors when deeper local analysis, evidence gathering or business coordination is required.

· Ensure critical incidents, service risks and recurring issues have clear ownership, appropriate escalation and timely communication.

· Support incident, change and problem-management processes in accordance with Puma IT policies.

· Monitor local service quality, recurring issues and operational trends, and drive follow-up actions with the relevant teams.

· Maintain an updated view of local IT solutions, configurations, interfaces and key dependencies.

· Proactively identify local operational risks and coordinate mitigation actions.

· Provide regular operational reporting to the Regional Retail IT team, highlighting service trends, risks, recurring issues and open actions.

Candidate Profile

Must Have

· University degree in Information Systems, Computer Science, Engineering, Business Administration or a related field.

· 5+ years of experience in IT roles combining business/application analysis, IT operations, service delivery or project/initiative coordination.

· Experience working directly with business users and operational environments, preferably where technology supports multiple physical sites.

· Experience gathering and analyzing requirements and translating operational needs into IT actions, improvements or solution inputs.

· Experience coordinating vendors and/or internal technical teams, with clear ownership of actions and follow-up.

· Experience participating in implementations, functional testing/UAT, changes, pilots or production stabilization.

· Strong communication, organization and follow-up skills, with the ability to provide concise status, identify blockers and escalate appropriately.

· Ability to work autonomously as the primary local IT point of contact while collaborating with remote Regional/Global teams.

· Hands-on mindset and willingness to regularly visit service stations and operational sites.

· Working knowledge of IT service-management concepts such as Incident, Change and Problem Management.

· Fluent Spanish and working proficiency in English.

· Personal mobility (own vehicle) to regularly visit nearby service stations as part of daily activities; for scheduled visits to stations farther away, the company covers travel expenses (per diem), but does not provide a vehicle.

Preferred

· Experience in Retail, Energy, Oil & Gas, logistics or another multi-site operational environment.

· Exposure to Retail IT applications, POS, store/site systems, loyalty, fleet or other business-critical operational platforms.

· Experience with infrastructure, networking or mobility solutions in distributed environments.

· ITIL certification or equivalent practical service-management experience.

· Experience working in multicultural or regional organizations.

· B2C business exposure and understanding of fuel and convenience retail are a plus.

Key Competencies

· Strong follow-up and execution discipline: consistently tracks actions, deadlines, dependencies and commitments until closure.

· Clear and proactive communication: keeps business, operators, vendors and Regional IT aligned on status, risks, decisions and

next steps

· Ownership and autonomy: takes responsibility for moving issues and initiatives forward even when execution depends on other teams.

· Operational mindset: understands the impact of technology on physical-site operations and prioritizes according to business impact.

· Business and functional analysis: can understand a need, challenge it constructively and translate it into clear IT requirements or actions.

· Coordination without authority: can align vendors, technical teams, business stakeholders and field users without direct people-management responsibility.

· Hands-on and field-oriented: is comfortable going to the site, observing the problem, testing the solution and working directly with operators.

· Problem solving and prioritization: structures complex situations, distinguishes symptoms from causes and drives practical resolution.

· Stakeholder management: builds credibility with users, vendors and internal teams at different levels.

· Adaptability and resilience in a fast-paced environment with competing priorities.

What Success Looks Like

· The business and station operations have a trusted and responsive local IT point of contact.

· Open actions, incidents, project tasks and vendor commitments have clear ownership and disciplined follow-up.

· Business stakeholders receive timely, concise and transparent communication.

· Requirements are understood and validated before implementation, and solutions are tested in real operational conditions.

· Projects, changes and pilots are coordinated effectively at the local level and stabilized successfully.

· Recurring operational issues are identified and converted into concrete improvement actions.

· Critical risks and blockers are escalated early, with evidence and clear recommendations.

· Regional IT receives accurate visibility of Guatemala priorities, risks and progress.

· No critical topic is lost due to lack of ownership, communication or follow-up.