Respond to incident tickets and requests for system improvements, ensuring compliance with SLAs;
Escalate tickets to higher support levels to obtain necessary resolutions;
Analyze tickets to identify root causes;
Work in partnership with business areas to understand and resolve incidents, and to identify improvement opportunities in Backoffice platforms, WMS, and TMS;
Support business areas in defining and structuring scopes for new projects and improvement initiatives;
Provide technical support to contracted consulting firms, ensuring alignment and efficiency in implementing technical system requirements;
Create articles and populate the knowledge base with known errors and remediation procedures.

Bachelor’s degree in Computer Science, Information Systems, Computer Engineering, or related field;
Experience in Requirements Analysis;
Experience with infrastructure (Windows servers, networking, Microsoft Active Directory);
Knowledge of databases (SQL Server, MySQL);
Preferred: Data modeling (UML, BPMN) and Project/Service Management (PMBOK, ITIL);
Knowledge of process/workflow (BPMN);
Experience with MS Office;
Knowledge of ERP systems;
System integration (REST API, Web Services, SOAP);
SAP HANA, PostgreSQL;
Experience with systems such as Rodopar, SAP, Sênior, and Crystal Reports;
Process automation (RPA);
Project management methodologies (Agile, Scrum, Waterfall/PMBOK);
UML diagrams.

Systems Analyst, Support and Implementation

Key skills