Mid-Level Support Analyst, Brazil

📋 Description

• Operate and optimize the complete lifecycle of tickets (Incidents, Service Requests, Problems and
• Map and track strengths and weaknesses in the customer journey; propose and execute continuous
• Create and maintain performance dashboards and reports (KPI/OKR), with critical analysis to support
• Operate the ticket management tool (Jira Service Management and Jira Software): queues, forms
• Define, document, and improve ITIL-aligned processes (Incident, Problem, Change, Request, CMDB
• Coordinate Major Incidents and communications with stakeholders

🎯 Requirements

• Minimum of 2 years of experience in a similar context
• Experience coordinating Major Incidents and communicating with multiple stakeholders (technical and
• Hands-on experience with at least one ITSM platform (ServiceNow, Jira Service Management, BMC
• Analytical ability to create reports/dashboards and data-driven decision-making, with proficiency
• Knowledge of monitoring/observability to interpret alerts and basic correlation (e.g., Grafana
• Excellent verbal and written communication, negotiation, and expectation management skills

🎁 Benefits

• Health and dental insurance
• Meal and food allowance
• Childcare assistance
• Extended paternity leave
• Partnership with gyms and health and wellness professionals via Wellhub (Gympass) TotalPass
• Profit Sharing and Results Participation (PLR)