Ensure ERP stability: Actively handle Level 2 and 3 tickets (incidents and general day-to-day requests), ensuring SLA compliance and user satisfaction.
Root cause analysis: Investigate recurring issues in Protheus, proposing permanent fixes and process or system improvements.
Requirements gathering and improvements: Elicit requirements and design functional/process improvements within Protheus specialty areas.
Parameterization and configuration: Perform configurations, data dictionary updates, application of patches/updates, and parameterizations in the ERP.
Testing and quality: Validate and test fixes, customizations, and new releases before promoting them to the production environment.
Training: Guide, train, and enable Key Users and business areas in the correct use of the system.
Partner management: Interface with external consultancies for technical specifications of developments (ADVPL / PO-UI) and monitor delivery of contracted scopes.
Business partnership: Strengthen integration between IT and business areas (especially Sales/Manufacturing/Logistics), acting as a facilitator.
Documentation: Keep technical documentation, process manuals, and the IT knowledge base up to date.

Proven experience in maintenance and support of the TOTVS Protheus ERP.
Strong knowledge in parameterization and business rules of the main modules (e.g., Billing, Purchasing, Inventory/Warehousing, Finance or related areas).
Knowledge of relational databases (SQL Server or Oracle) for creating queries to support diagnostics and reporting.
Understanding of Protheus architecture (AppServer, SmartClient, DB Access, SXs Data Dictionaries).
Proven ability to break down and resolve complex problems (troubleshooting).
Experience in requirements elicitation and mapping/documentation of business processes.
Communicative profile with ease interacting with users at different levels.

Systems Analyst, Protheus – Mid/Senior

Key skills