Junior IT Support Analyst

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

📋 Description

• Oversee and assess NMS indicators;

• Examine data gathered from satisfaction surveys;

• Analyze and communicate any operational impacts and risks associated with changes requested by the TRIBUNAL regarding standards, systems, and service procedures, while suggesting mitigation strategies;

• Evaluate overall service performance utilizing quality management tools;

• Calculate and report on contractually defined indicators;

• Execute the activities outlined in Annex VIII – Curation related to the professional profile;

• Review existing processes to identify potential enhancements and propose action plans for improved service delivery;

• Gather feedback from the TRIBUNAL regarding support teams to pinpoint areas for ongoing improvement in support processes;

• Coordinate audits of remote service records;

• Conduct statistical analysis on the data involved in the support process, presenting monthly reports and charts that include means, standard deviation, trends, correlations, stratifications, decompositions, simulations, projections, and other analyses requested by the TRIBUNAL;

• Establish metrics and, based on these, evaluate individual and team performance aimed at fostering continuous service enhancement;

⛳️ Requirements

• Completion of at least one of the following (degree/certificate):

• Bachelor's degree;

• Postgraduate (Lato Sensu or Stricto Sensu) in any of the following fields: Computer Science, Information Science, Methods Engineering, Process Engineering, Business Analysis, Production Engineering, Statistics, Operations Management, Information Management, Quality Management, Process Improvement Management, Business Process Management, ICT Governance, Process Innovation, Information Systems, Information Technology, Data Processing Technology, or related disciplines (subject to evaluation and approval by the TRIBUNAL);

• ITIL Fundamentals with a minimum of 10 hours of training;

• LGPD training focused on the public sector with a minimum of 15 hours of training;

• Demonstrable experience of at least 3 years in the ICT/IT sector, including at least 1 year in one of the following areas:

• Monitoring and evaluation of tickets/incidents;

• Audits and quality assessment of tickets/incidents;

• Monitoring customer service quality KPIs;

• Monitoring service performance (NMS, average response time, rework rate, etc.);

🏝️ Benefits

• Commuter allowance – support for daily travel between home and the workplace.

• Meal/Food Allowance – monthly credit to cover meals or purchases at approved establishments.

• Medical and Dental Assistance – comprehensive health and dental plans, ensuring quality care.

• Life Insurance – financial protection for the employee and their family.

• Training and Development – ongoing training for professional advancement.

• Partnership: Sesc.