Senior Digital Journeys Analyst
New
J
JobgetherDigital customer journeys
Based in BrazilFull-TimeSenior
Salary not disclosed
Apply NowOpens the employer's application page
Job Details
- Required Skills
- Microsoft Power BIMicrosoft SQL ServerMicrosoft ExcelRESTful APIs
Requirements
- Experience using ticketing systems and incident management tools to register, track, prioritize, and follow up on support requests.
- Advanced Excel skills for organizing, analyzing, and interpreting operational information.
- Knowledge of Power BI for monitoring indicators, building dashboards, and tracking support metrics.
- Experience using SQL Server for database queries, data investigation, and troubleshooting.
- Basic understanding of APIs, system integrations, and technical components supporting digital journeys.
- Experience with software testing, user acceptance testing (UAT), and incident documentation.
- Strong analytical and problem-solving skills for investigating technical issues and identifying relevant evidence.
- Ability to coordinate incident resolution and collaborate across teams.
- Strong organizational skills and attention to detail when managing multiple tickets, priorities, and deadlines.
- Proactive mindset, autonomy, and ability to work effectively in dynamic environments.
Responsibilities
- Support, maintain, and monitor digital customer journeys across WhatsApp.
- Register, classify, prioritize, and track bugs, incidents, technical issues, and support requests.
- Investigate technical issues and gather evidence to support diagnosis.
- Escalate complex incidents to specialized technical teams and follow their resolution.
- Track support tickets throughout their lifecycle and communicate progress to stakeholders.
- Monitor journey stability, performance, and operational risks.
- Identify recurring incidents, contribute to root cause analysis, and recommend preventive measures.
- Support software testing, user acceptance testing, and validation of fixes and improvements.
- Maintain technical documentation, FAQs, operational procedures, and troubleshooting guides.
- Monitor SLAs, operational indicators, and support metrics, and collaborate on process improvements.
View Full Description & ApplyYou'll be redirected to the employer's site
