Analista de Suporte Sênior
New
J
JobgetherCorporate IT Support
BrazilFull-TimeSenior
Salary not disclosed
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Job Details
- Languages
- Intermediate English proficiency
- Experience
- 2+ years of experience providing N1/N2 support for corporate systems
- Required Skills
- ScriptingGoogle Workspace
Requirements
- 2+ years of experience providing N1/N2 support for corporate systems, ideally within CRM, ERP, or other enterprise environments.
- Hands-on experience administering Jira Software and other service management or ticketing platforms.
- Practical knowledge of ITIL methodologies and incident management, with demonstrated experience improving processes and reducing incident volumes.
- Experience developing scripts and automations to eliminate repetitive tasks and optimize operational workflows.
- Experience creating and managing knowledge bases, particularly for use with AI-enabled support or automation solutions.
- Experience managing software licenses, inventories, vendors, and contract renewal cycles.
- Knowledge of Google Workspace administration and experience with Google Apps Script.
- Experience with AI agents, advanced automation, or AI-enabled operational workflows.
- Strong troubleshooting, analytical, and root-cause problem-solving skills.
- Excellent communication skills.
- Strong customer and user orientation.
- Intermediate English proficiency for system documentation, vendor communication, and related activities.
Responsibilities
- Manage and prioritize N1/N2 support requests from opening through resolution, identifying root causes and ensuring incidents are appropriately escalated and tracked.
- Coordinate root-cause resolution with relevant teams, managing expectations from demand intake through sprint execution and communication to stakeholders.
- Administer and maintain corporate SaaS platforms and ticketing tools, including queues, workflows, automations, fields, permissions, and configurations.
- Manage software licenses and tool inventories, including allocation, group assignments, availability tracking, and support for vendor contract renewals.
- Implement diagnostic tools, scripts, and process automations to reduce resolution times, improve user satisfaction, and increase support efficiency.
- Apply ITIL principles to incident management, continuously improving support processes and reducing recurring incident volumes.
- Build and maintain a knowledge base that supports both human teams and AI-enabled support initiatives, while contributing to training and First Call Resolution improvements.
- Develop and manage AI agents and automation solutions to streamline repetitive support activities and improve operational efficiency.
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