Mid-Level Support Analyst

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

📋 Description

• Manage and enhance the ticket lifecycle (Incidents, Service Requests, Problems, and Changes), ensuring adherence to SLAs/OLAs and prioritization based on impact and urgency.

• Analyze and track strengths and weaknesses throughout the customer journey; recommend and implement continuous improvement strategies.

• Develop and sustain performance dashboards and reports (KPIs/OKRs), utilizing critical analysis to inform decision-making.

• Operate and optimize Jira Service Management and Jira Software, focusing on queues, forms, workflows, automations, SLAs, integrations, and the knowledge base.

• Define, document, and enhance processes in accordance with ITIL v4 (Incident, Problem, Change, Request, CMDB, and Service Catalog), ensuring governance and compliance.

• Coordinate Major Incidents and manage communications with stakeholders.

• Advocate for Knowledge Management (KCS) best practices, maintain runbooks and playbooks; provide training to teams on processes and tool utilization.

• Collaborate with SRE, DevOps, NOC, Support, and Product teams to minimize recurrence and enhance resilience.

• Operate within a cross-functional customer-facing environment, integrating operational management of queues, SLAs, incidents, and requests with the analysis and enhancement of Service Management processes.

⛳️ Requirements

• Minimum of 2 years of experience in a comparable environment.

• Proven experience in coordinating Major Incidents and effectively communicating with various stakeholders (both technical and executive), yielding measurable positive outcomes.

• Practical experience with at least one ITSM platform (ServiceNow, Jira Service Management, BMC Remedy/Helix, Zendesk, or Freshservice), including configuration of queues, SLAs, and automation.

• Strong analytical skills for generating reports/dashboards and making data-driven decisions, with proficiency in a BI tool (Power BI, Tableau, or similar).

• Familiarity with monitoring/observability for alert analysis and basic correlation (Grafana, Datadog, New Relic), along with integration capabilities with incident response tools (PagerDuty, Opsgenie).

• Exceptional verbal and written communication, negotiation, and expectation management skills.

• ITIL certification is advantageous.

• A technical background (Developer, DevOps, or BI) is a plus.

• Advanced English language skills are a bonus.

🏝️ Benefits

• Health and dental insurance.

• Meal and food allowance.

• Childcare support.

• Extended paternity leave.

• Partnerships with gyms and health and wellness professionals through Wellhub (Gympass) and TotalPass.

• Profit Sharing and Results Participation (PLR).

• Life insurance.

• Continuous learning platform (CI&T University).

• Discount club.

• Free online resources focused on physical, mental, and overall well-being.

• Courses on pregnancy and responsible parenting.

• Collaborations with online learning platforms.

• Language learning resources.

• Health and Well-being team, inclusion specialists, and affinity groups.

• Support and accommodations for individuals with disabilities during the selection process.