L2/L3 support in critical environments: respond to and resolve complex incidents in Processing/AS&R systems (MES, LIMS, reliability and integrity systems).
End-to-end ITSM management: lead incidents, problems (RCA) and changes, ensuring proper logging, prioritization, communication and evidence.
Demand and project management: orchestrate the execution of requests and ensure change governance when applicable.
AMS vendor management: provide technical leadership to vendors, monitor execution, ensure quality, manage backlog and drive improvements; create/organize procedures and a knowledge base.
Evolution and roadmap: gather and validate requirements, prepare technical specifications and plan releases/patches/upgrades according to the roadmap, minimizing risks and operational impacts.
Validation and production rollout: support and execute testing/acceptance processes, define acceptance criteria and implement deployment/rollback plans.
Governance, contracts and licenses: manage contracts, licenses and compliance (audits/evidence), ensuring adherence to IT standards and policies.
Training and adoption: identify training needs and execute training plans for users and support teams.
Technical updates: participate in industry events and introduce improvements applicable to the industrial/mining context.

Bachelor's degree in Information Technology, Computer Science or Engineering
Advanced English
Solid experience providing L3 support for applications in operational/industrial environments
Familiarity with the ITIL framework
Hands-on experience with ITSM (Incident/Problem/Change/Request) and RCA
Experience managing AMS vendors technically
Ability to document and maintain procedures/runbooks/knowledge base
Knowledge of validation, testing and acceptance practices for production rollouts
Implementation experience with cloud and on-premises systems
Experience with MES and/or LIMS and integrations with production, quality, laboratory, reliability and integrity processes
Familiarity with OT/IT concepts and security practices
Knowledge of SQL/BI (e.g., Power BI, SQL Server Reporting Services) and data integration for reporting

Systems Analyst – Senior

Key skills