Business Tech Analyst I – E-commerce

This is a fully remote position, open to applicants in Brazil.

📋 Description

• Deliver initial assistance and triage for e-commerce production support tickets for Grupo Boticário.

• Manage tickets submitted by the Commercial, Operations, Technology, and other business sectors, along with automated alerts.

• Execute API monitoring routines.

• Engage with stakeholders and update descriptions and statuses in Business Map/ServiceNow.

• Investigate incidents utilizing logs, reports, and the Group’s tools, aiming for swift resolutions and enhanced SLA performance.

• Escalate incidents to the designated squad (N3) when required.

• Follow up with requesters and refresh ticket statuses and descriptions.

• Assist in the collection and display of incident and ticket metrics.

⛳️ Requirements

• Possess an analytical mindset with the capability to conduct analyses, pinpoint errors, and scrutinize logs.

• Familiarity with ITIL and Agile principles.

• Background in solutions and production support related to software platforms and integrations.

• Experience with e-commerce platforms.

• Proven experience in providing customer support to both internal and external clients.

• Aptitude for problem analysis and consolidating information to uncover root causes.

• Proactive attitude toward innovation and enhancing internal processes.

• Strong interpersonal skills and a collaborative spirit.

• Excellent communication abilities.

• Energetic, self-managing approach to supporting various e-commerce sectors.

• Eagerness to learn.

• Preferred knowledge includes: problem management; log and application monitoring tools; SQL and NoSQL databases; HTTP protocols; microservices; and REST APIs.

🏝️ Benefits

• Flexible medical and dental plans.

• Medication assistance and health allowance for family members.

• Complimentary psychotherapy sessions and 24/7 telemedicine services.

• Continuous prevention, mental health, and vaccination initiatives.

• Meal voucher (or on-site restaurant) and food allowance (including an additional Christmas allowance).

• Discounts of up to 40% on brands within our ecosystem.

• Gympass/TotalPass memberships for fitness centers and sports studios.

• Home office allowance for hybrid and remote work setups.

• Day off on birthdays.

• Pet health insurance, partner discounts, and travel/accommodation programs.

• Extended parental leave (180 days for mothers and 120 days for fathers).

• Support for parents of children with special needs and childcare assistance.

• Allowance for school supplies and child nutrition credits.

• Dedicated legal, psychological, and social support.

• Private pension plan and life insurance.

• Bereavement support following the loss of parents and payroll-deducted loans.

• Transportation voucher and parking (depending on the work arrangement).