Senior Systems Analyst

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

📋 Description

• Serve as the escalation point and support liaison among N1, N2, and N3 support teams, ensuring seamless service continuity and swift incident resolution.

• Facilitate the coordination of monitoring operational metrics and service level agreements (SLA).

• Conduct and assist in root cause analyses (RCA) for critical and recurring incidents.

• Recognize operational risks and recommend preventive and corrective measures.

• Aid in the management of Incident, Problem, Change, and Service Request processes.

• Ensure compliance with ITIL best practices and IT governance frameworks.

• Map, document, and enhance support and service workflows.

• Actively engage in Change Management processes, evaluating impacts and dependencies with relevant areas.

• Generate, update, and maintain operational procedures, flowcharts, runbooks, technical bulletins, and functional documentation.

• Develop and refine the knowledge base for supported systems and processes.

• Guarantee the standardization and quality of the technical documentation produced by the team.

• Convert management and client-area requirements into technical specifications for teams.

• Promote effective communication between development, support, and business teams.

• Support initiatives aimed at continuous improvement and operational efficiency.

⛳️ Requirements

• Extensive experience in supporting critical systems and production environments.

• Familiarity with applications developed in .NET.

• Experience in integration environments utilizing Oracle SOA Suite.

• Proficiency in ITSM processes, including Incidents, Problems, Changes, and Governance.

• Experience with ticketing systems, ideally Jira Service Management.

• Background in preparing technical documentation, operational procedures, and process mapping.

• Advanced skills in Excel.

• ITIL certification or demonstrable experience in ITIL-aligned environments.

• Preferred qualifications include:

• Knowledge of RPA platforms and process automation.

• Experience in high-criticality corporate settings.

• Familiarity with operational metrics, SLAs, and executive reporting.

• Understanding of service management and continuous improvement practices.

🏝️ Benefits

• Meal allowance or meal voucher

• Discounts on courses, universities, and language schools

• Stefanini Academy — a platform offering free, up-to-date online courses with certificates

• Mentoring

• Benefits club for medical consultations and tests

• Medical insurance

• Dental insurance

• Discount club with offers at partner establishments

• Travel club

• Pet care benefits