Business Technology Analyst I – E-Commerce

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

📋 Description

• Assist with the initial triage and support for e-commerce production support tickets originating from Grupo Boticário’s commercial, operations, technology, and other teams, along with automated alerts.

• Take ownership of API monitoring routines.

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

• Conduct investigations into incidents utilizing logs, reports, and the Group’s tools to ensure swift resolution and enhanced SLA performance.

• When necessary, escalate incidents to the responsible squad (N3), coordinating with the requester and providing updates on status and descriptions in Business Map / ServiceNow.

• Assist in collecting and presenting metrics related to incidents and tickets.

⛳️ Requirements

• Strong ability to work collaboratively and build relationships.

• Exceptional communication skills.

• A dynamic and self-directed approach to supporting various e-commerce teams.

• A keen willingness to learn.

• Experience in providing customer support, whether internally or externally.

• Capability to analyze issues and synthesize information to determine root causes.

• A proactive mindset towards innovation, emphasizing the enhancement of internal processes.

• An analytical approach to preparing analyses, identifying errors, and reviewing logs.

• Understanding of ITIL and Agile methodologies.

• Experience with solutions and production support related to software platforms and integrations.

• Familiarity with e-commerce platforms.

• Experience in problem management (considered a technical advantage; optional).

• Knowledge of log and application monitoring tools (considered a technical advantage; optional).

• Experience with SQL and NoSQL databases (considered a technical advantage; optional).

• Understanding of HTTP protocol execution (considered a technical advantage; optional).

• Familiarity with microservices (considered a technical advantage; optional).

• Knowledge of REST APIs (considered a technical advantage; optional).

🏝️ Benefits

• Flexible medical and dental insurance options.

• Medication assistance and health coverage for family members.

• Complimentary psychotherapy sessions and round-the-clock telemedicine services.

• Ongoing preventive care, mental health support, and vaccination programs.

• Meal vouchers (or on-site dining) and food allowances, including a special Christmas allowance.

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

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

• Home office allowance to support hybrid and remote work setups.

• Day off on your birthday to celebrate as you wish.

• Pet health insurance, partner program benefits, and travel/accommodation support.

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

• Assistance for parents of special needs children and childcare support.

• Allowance for school supplies and child nutrition credits.

• Access to dedicated legal, psychological, and social support services.

• Private pension scheme and life insurance coverage.

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

• Transportation allowances and parking options (depending on work arrangements).