Senior Digital Journeys Analyst

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

📋 Description

• Oversee and support the monitoring of digital journeys on WhatsApp, ensuring operational reliability and quick incident resolution.

• Log, categorize, and track bugs, incidents, and requests.

• Perform initial triage and investigation of problems, collecting evidence for diagnosis.

• Escalate more intricate requests to specialized teams.

• Manage tickets until resolution, ensuring effective communication with all stakeholders.

• Actively monitor the stability and performance of digital journeys.

• Identify recurring issues, assist in root cause analyses, and suggest preventive measures.

• Provide support for user acceptance testing and validate fixes and enhancements.

• Develop and maintain documentation, FAQs, procedures, and troubleshooting guides.

• Monitor SLAs and stability as well as support metrics.

⛳️ Requirements

• Excellent interpersonal skills, capable of collaborating with individuals from different departments and levels within the organization.

• Strong self-management abilities.

• Ability to work collaboratively.

• Proactive attitude and readiness to step outside your comfort zone.

• Familiarity with ticketing and service request management tools.

• Proficient in advanced Excel.

• Knowledge of Power BI for metrics tracking.

• Understanding of SQL Server for queries and investigations.

• Basic understanding of APIs and integrations.

• Experience in testing, user acceptance testing, and incident documentation.

• Preferred: background in supporting systems or digital journeys.

• Preferred: experience in incident management, troubleshooting, and root cause analysis.

• Preferred: familiarity with monitoring and observability tools.

• Preferred: knowledge of Agile methodologies.

🏝️ Benefits

• Health and dental insurance.

• Meal and food allowance on a Flash card.

• Remote work allowance.

• Gympass / Wellhub.

• Life insurance.

• Extended maternity and paternity leave.

• Various education, healthcare, and leisure partnerships and discounts.

• A culture of continuous feedback, including semiannual evaluations, one-on-one meetings, an Individual Development Plan (IDP), and BHS Experience.