Perform technical triage of tickets and incidents, correctly identifying the team responsible for handling them (development, BI, data, infrastructure, applications, etc.);
Monitor the incident lifecycle from opening to closure, ensuring SLA compliance;
Serve as the focal point between users and technical teams, ensuring clear and effective communication;
Support root-cause analysis and identification of recurring incidents;
Document and maintain the knowledge base with solutions and technical guidance;
Monitor service quality and user satisfaction;
Support continuous improvement of service workflows and incident management processes;
Prepare management reports and service performance metrics;
Work collaboratively with various technical teams, supporting the organization and prioritization of service requests;
Ensure adherence to IT service management best practices.

Bachelor's degree in Information Technology or a related field;
Postgraduate degree in IT, OR at least 6 professional certifications in the relevant field or in agile methodologies;
Experience in incident management, technical support, or operation of corporate IT environments;
Experience triaging and routing tickets to specialized technical teams;
General knowledge of software development environments, BI, data, integrations, and infrastructure;
Knowledge of systems architecture and corporate technology ecosystems;
Experience monitoring SLAs and support workflows;
Experience with ITSM tools;
Analytical and organized profile with strong communication skills to interact with various technical areas.

Important: All our positions are open to professionals with disabilities and promote gender and racial/ethnic equity.

Systems Support Analyst

Key skills