Spotlight | Giovanna Valencia
Giovanna Valencia
Business Analyst
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In this edition of our Spotlight, we’re excited to feature Giovanna Valencia, Business Analyst, whose analytical mindset and curiosity play an important role in helping clients navigate complex system challenges. Through her work on the Help Desk team, Giovanna focuses on understanding business needs, investigating system behavior, and helping ensure that solutions align with both technical logic and real operational processes.
Giovanna joined Mayan Technologies with a strong interest in problem-solving and has continued to grow her role by combining technical analysis with clear communication and collaboration. Her work often involves identifying root causes, improving workflows, and helping clients better understand the systems that support their day-to-day operations.
In this article, Giovanna shares more about her professional journey, the mindset she brings to problem-solving, and the experiences that continue to inspire her both inside and outside of work.
Professional
Giovanna’s professional journey at Mayan Technologies is shaped by analytical thinking, curiosity, and a strong focus on understanding how systems support real business operations. As a Business Analyst on the Help Desk team, she works closely with clients to investigate system behavior, analyze issues, and ensure solutions align with both technical functionality and day-to-day business needs.
In this section, Giovanna shares how her role goes beyond resolving system issues. She reflects on the investigative process behind identifying root causes, the importance of clear communication when working with users, and how collaboration between business and technical teams leads to stronger, more effective solutions.
How would you describe your role as a Business Analyst within the Help Desk team?
I see my role as a bridge between business needs and technical solutions. In many ways, it is about connecting users with the technical teams and making sure both sides clearly understand the problem and the path toward a solution.
Within the Help Desk team, my focus goes beyond simply resolving tickets or issues. I try to understand the problem behind the request and ensure that the solution aligns with both the system’s logic and the client’s business processes.
A big part of my role also involves interacting directly with clients. I regularly join calls with them to better understand their challenges firsthand. That is actually one of my favorite parts of the job because it allows me to connect the technical side with the real business impact and build relationships with the people behind the systems we support.
How do you typically approach analyzing an issue before determining the best path forward?
I approach every issue with a structured mindset. I start by reviewing the information provided by the client to understand what they were trying to accomplish, what they expected to happen, and what actually occurred. If anything is unclear or context is missing, I often suggest a quick call to better understand the situation.
Once I have the full picture, I move into system validation by reviewing configurations, transaction flows, and relevant business rules. I retrace the process step by step until I identify where the system behavior no longer matches expectations.
From there, I determine the root cause and confirm whether the issue relates to configuration, data, process, or system behavior. The goal is not only to resolve the issue but also to ensure the solution prevents it from recurring.
How do you collaborate with other teams to ensure issues are resolved efficiently and accurately?
Collaboration is essential, especially in a fully remote environment where communication can sometimes be more challenging. Because of that, I am very intentional about how I document and share information.
When working with developers, consultants, or other functional teams, I provide clear analysis, detailed context, reproducible steps, and well-documented findings. Whenever an issue needs to be escalated, I make sure the full picture is captured, including what was reported, what was tested, what was discovered, and what the expected system behavior should be. This helps reduce unnecessary back and forth and speeds up resolution.
At the same time, I stay aligned with clients through calls and follow-ups to confirm that the solution meets their expectations. For me, effective collaboration comes down to clarity, communication, and accountability, especially when teams are working remotely.
How do you prioritize requests while maintaining quality and consistency?
I prioritize requests based on business impact, urgency, and dependencies, while also taking the time to understand each client’s priorities. Not all urgent requests look the same, and knowing what matters most to a client helps ensure the right issues are addressed first.
My background in process improvement methodologies like Agile and Scrum helps me stay organized and adaptable. It allows me to manage multiple requests efficiently and reassess priorities as situations evolve.
I also pay close attention to issues that require immediate action, particularly those related to financial processes or transactions, since they tend to carry higher risk. At the same time, I focus on maintaining clear communication with clients by setting expectations, providing updates, and following up when needed.
What are your main responsibilities, and how do they contribute to the overall support experience?
My main responsibilities include analyzing issues, identifying root causes, validating system behavior, and recommending solutions that are both technically sound and aligned with business operations. I also support system configurations, perform data validations, and contribute to continuous improvement initiatives that strengthen how systems are used over time.
Another important part of my role involves working directly with clients. I regularly meet with them to walk through issues, explain system behavior, and ensure we are aligned on the best path forward.
I also deliver training sessions on different areas of Epicor, including specific modules within Kinetic camps. I really enjoy these sessions because they help users better understand the system and become more confident in their day-to-day work.
How does your position bridge the gap between technical teams and end users?
My role naturally sits between technical teams and end users, helping connect both perspectives. When working with clients, I focus on making technical concepts clear and relevant to their daily operations. Through conversations with them, I learn about their processes, ask questions, and explain not only what is happening in the system, but also why it behaves that way.
On the technical side, I translate those business needs into structured analysis, clear findings, and actionable information so the team can work efficiently. Often each side approaches the issue from a different angle, so part of my role is aligning those perspectives and ensuring the final solution works both technically and for the business.
Can you share an example of a process or workflow you’ve helped improve?
One example that stands out involved a client who was experiencing a loss of inventory traceability right before the shipping process. They did not have a clear way to keep inventory reserved or separated once it was intended for a specific order, which was creating confusion, errors, and limited visibility in their operations.
To better understand the situation, I scheduled a call to review their workflow and identify where the gap was occurring. During that session, I showed them how they could use the Fulfillment Workbench to properly reserve and allocate inventory to specific orders.
By implementing this approach, they were able to maintain better control of their inventory, improve traceability, and reduce errors caused by manual handling or unclear processes, giving them much greater visibility into their operations during the critical stage before shipping. It was a great example of how improving a process can help a client use the system more effectively to support their business.
Can you share an example of a complex issue you successfully diagnosed and resolved?
One example involved a discrepancy between Epicor and an external system where certain values were not aligning correctly, affecting reporting and creating confusion for the client.
To investigate, I reviewed how the data was being retrieved and compared the logic across both systems, including part of the underlying code. During that process, I discovered that Epicor was referencing a description field while the external system expected the actual code value. Although the fields appeared similar, that difference was causing the mismatch.
After confirming the correct identifier through configuration code maintenance, we updated the configuration to reference the correct field, and the data immediately aligned across both systems.
What I appreciate most about this case is that it reinforced an important lesson: you do not always need to know everything at the start. What matters is having the curiosity and initiative to explore the logic until the root cause becomes clear.
What does “good support” mean to you in practice?
Good support means delivering solutions that are accurate, sustainable, and clearly communicated. It is not only about resolving an issue quickly, but about ensuring the user understands what happened and feels confident moving forward.
It also means being proactive, following up when needed, and building trust with both clients and teammates. In practice, good support should feel like a partnership where people know they are supported, not simply a transaction of information.
What skills are most critical for success in a Business Analyst role within Help Desk?
Several qualities are essential for success in this role, including curiosity, analytical thinking, communication, productivity, energy, and leadership, since you are often guiding conversations and helping move solutions forward. At the same time, humility and empathy are just as important.
In consulting, challenges are inevitable, and approaching them with the right mindset means being open to learning, accepting feedback, and recognizing that every situation is an opportunity to grow.
Supporting your team is equally important. Sharing knowledge, helping others, and maintaining a positive attitude strengthens collaboration and builds the trust that is essential in any support or consulting environment.
Preferences + Stats
Years of Experience -
2+
ERP Expertise
- Epicor Kinetic
- Epicor ERP
Areas of Expertise -
Purchase Management
Certifications
- Epicor Signature Methodology
- Kinetic Purchasing Mgmt.
Supported Epicor Modules
- Purchasing Management
- Sales Management
- Manufacturing Management
- Distribution Management
Personal
Beyond her work in the Help Desk team, Giovanna brings the same curiosity and energy into her life outside the office. She enjoys staying active, exploring new experiences, and finding balance through activities that allow her to disconnect and recharge.
In this section, Giovanna shares more about the interests and experiences that shape her life beyond work, from her connection to the ocean and outdoor activities to the hobbies, travels, and everyday moments that keep her inspired.
How would you describe yourself outside of work?
Outside of work, I’d describe myself as a dynamic person, maybe a little random too. I enjoy trying new things and staying active, so I’m naturally very extroverted. I love meeting new people and learning something new, whether it’s a skill, a hobby, or simply hearing someone else’s perspective.
I’m also very adaptable. I can easily go along with almost any plan, but I’m often the one creating them too. I’ll admit I have a bit of FOMO, which usually pushes me to say yes to new experiences and keep life interesting.
At the same time, I’m very family-oriented and I truly value those close relationships. I also make sure to protect my personal time because having space to recharge helps me stay balanced and feel my best.
Is there something you’re deeply passionate about? What is it?
One thing I’m deeply passionate about is aerospace engineering and astronomy. I’ve had this interest for as long as I can remember, and it’s something I’m constantly exploring and learning more about. At one point, I even completed a specialization in aeronautics, which allowed me to dive deeper into that world.
I’m fascinated by everything involved, from the engineering behind aircraft and space systems to understanding how things behave under different conditions. The physics, the design, and the way all the pieces connect make it incredibly interesting to me.
It’s one of those passions that naturally fuels my curiosity. I’m always reading, researching, or learning something new about it. For me, it’s more than just an interest. It’s something that truly excites me and keeps me inspired.
What’s a place you’ve visited that left a strong impression on you?
Madrid is definitely one of the places that left the strongest impression on me. It was my first time visiting Europe, and the experience completely changed my perspective.
Growing up in Cancun, the lifestyle is naturally centered around beaches and tourism. While that’s beautiful in its own way, it doesn’t offer the same level of cultural experiences you find in larger cities. Visiting Madrid gave me the opportunity to explore iconic museums, see incredible art, and experience a much richer cultural environment.
It was inspiring to experience a different rhythm of life and to be in a city so deeply connected to history, creativity, and culture. It’s a trip that stayed with me and one that I’ll always remember.
What’s a hobby or interest you could talk about for hours?
Sailing is definitely something I could talk about for hours. I used to sail when I was younger, so it’s something that has stayed with me over the years.
I still have friends who are very involved in it, and whenever we get together, we often end up talking about regattas, strategies, and the different factors that influence a race. Even when we’re just at the beach, we find ourselves looking at the wind and wondering if it would be a good day to sail.
It’s one of those topics I never really get tired of because there’s always something new to learn or discuss.
What’s one myth about living at the beach that people often get wrong?
One common myth about living at the beach is that the weather is always perfect and the heat is always enjoyable. In reality, there’s basically no winter here, so it feels like summer all year long.
While that sounds amazing at first, the constant heat and humidity can actually be a bit overwhelming. You end up relying on air conditioning most of the time. In a way, it can feel like being on vacation forever, which can be either wonderful or a little exhausting depending on the day.
What are some activities or hobbies you enjoy in your free time?
I enjoy staying active and trying new things. I like playing Padel, even though I’m still pretty bad at it, which honestly makes it more fun. I also enjoy learning new sports and challenging myself in different ways.
Since I live by the ocean, I’m especially drawn to water activities. I enjoy sailing, diving, and wakeboarding whenever I get the chance, and I also love spending time outdoors, whether it’s hiking or simply being outside.
At the same time, I really enjoy simple moments with friends, listening to music, or going for a walk. On a more relaxed note, I like playing Rummy. It’s one of my favorite ways to unwind, although I have to admit I can get a little competitive.
What does a perfect day off look like for you?
A perfect day off can actually look very different depending on my mood. Sometimes I enjoy a very active day, like going out with friends to explore new places, spending time at the beach, or doing something outdoors and adventurous.
Other times, my ideal day is much more relaxed, like watching a series or reading while lying on a beach chair and fully disconnecting for a while.
No matter what, I usually like to include some kind of physical activity during the day. It helps me release energy, reset, and feel recharged.
How do you like to recharge when life feels busy or overwhelming?
When life feels busy, I like to recharge by disconnecting in simple but meaningful ways. Sometimes that means going out with a friend to talk or do an activity together. Stepping away from responsibilities and having space to connect with someone really helps me reset.
I also value spending time on my own. Reading for a while or going for a walk helps me clear my mind, slow down, and come back feeling more balanced and focused.
What’s something that instantly puts you in a good mood?
Spending time with my dogs always puts me in a good mood. I have a miniature dachshund and a one-year-old golden retriever, whom I recently adopted, and has endless energy. Just seeing them or being around them instantly makes me feel happier.
There’s something about their excitement and the way they live so fully in the moment that helps me disconnect and enjoy the present. They’re definitely my instant mood boosters.
What’s a place you’d love to visit someday?
I absolutely love traveling, and one of my long-term goals is to visit as many countries as possible. I’m very curious about different cultures, lifestyles, and ways of seeing the world.
Right now, two places at the top of my list are Japan and Patagonia. Japan fascinates me because of its culture, innovation, and the contrast between tradition and modern life. Patagonia, on the other hand, feels like the perfect place to experience nature in its purest form and explore incredible landscapes.
Both places represent very different experiences, and that’s exactly what makes them so exciting to me.
What’s something fun or random most people don’t know about you?
Something fun and a little random about me is that I sometimes get the “zoomies,” kind of like a cat. I can be completely calm one moment, and suddenly I get this burst of energy out of nowhere.
When it happens, I have to move around, start doing random things, or just be extra playful until the energy wears off. My friends already know about it, so whenever it happens, they just laugh and say, “There it is again.”
Growth should never be individual. Sharing knowledge and supporting each other is what makes the entire team stronger.
Tips from Our Experts
We have the privilege of working with talented experts across our team, and Giovanna is no exception. Here are a few of Giovanna’s expert tips for approaching Business Analysis and Help Desk support effectively.
Document everything – Always keep a clear record of every step, conversation, and action taken while working through an issue. Strong documentation prevents misunderstandings and ensures anyone reviewing the case can quickly understand what has already been tested or resolved.
Stay organized and manage your queue carefully – Regularly review your responsibilities and open requests. It is easy to get absorbed in a single task, but keeping visibility on your queue helps ensure urgent issues are not missed.
Listen with empathy and communicate consistently – When clients reach out, their issue is often urgent from their perspective. Taking time to listen, understand their situation, and maintain clear communication helps build trust and ensures they feel supported throughout the resolution process.
Did You Know?
Here are three things you probably didn't know about Giovanna:
Giovanna loves almost every type of food, especially Indian cuisine.
She spent four years performing in musical theater.
She qualified for Mexico’s National Olympiad in the Laser Radial sailing class.
Gallery
Take a look at some moments Giovanna has shared with us, from outdoor adventures and travel experiences to everyday memories that reflect her curiosity and love for exploring new places.
Thank you for reading this month's Spotlight article. In each edition, we shine a light on our team members, giving you an inside look at their roles at Mayan Technologies and the impact they have on our success. If you enjoyed learning more about Giovanna, be sure to check out our other Spotlight articles featuring the talented members of our team. Each edition offers a unique look into the people who make Mayan Technologies what it is today.
Stay tuned for more stories as we continue to highlight the people who bring their unique skills and perspectives to Mayan Technologies.