Document Analyst creating and maintaining automated documents for LexisNexis Legal & Professional. Collaborating in an agile environment to enhance document efficiency through automation.
About the role
- Service Desk Analyst managing high complexity technical incidents and mentoring junior staff in corporate IT environments. Seeking candidates with strong knowledge in ITIL practices and cloud computing.
Responsibilities
- Incident and Request Management: Act as the escalation point for technically complex tickets, ensuring restoration of services in the shortest possible time.
- Problem Management: Analyze trends and root causes of recurring incidents to reduce ticket volume and increase environment stability.
- Continuous Improvement and Automation: Identify opportunities to automate manual support processes and manage the service catalog.
- Technical Mentorship: Support the development of Junior and Mid-level analysts, sharing knowledge and reviewing the knowledge base (KCS).
- Metrics Management: Monitor and report operational metrics (SLA, TTR, First Call Resolution) and satisfaction metrics (CSAT/NPS).
- Governance: Ensure all processes comply with ITIL practices and information security policies.
Requirements
- Solid experience in IT technical support in large-scale corporate environments.
- Infrastructure expertise: Administration of Active Directory, Azure AD/Entra ID, Office 365, and MDM tools (Intune, Jamf).
- Networking and Connectivity: Advanced knowledge of network protocols (TCP/IP, DNS, DHCP), VPNs and connectivity troubleshooting.
- Operating Systems: Technical proficiency in Windows 10/11 and macOS (a plus).
- ITSM Tools: Advanced experience with tools such as ServiceNow, Jira Service Management or Zendesk (configuration and data extraction).
- Cloud Computing: Knowledge of cloud fundamentals (AWS or Azure).
- Methodologies: Certification or strong knowledge of ITIL v4.
- Availability for hybrid work: Required to attend our office in the Morumbi area, São Paulo, once a month for 4 consecutive days, usually in the last or first week of the month (Creditas in Person).
Benefits
- Health Insurance (Alice)
- Dental Insurance (SulAmérica)
- Wellz: 100% free therapy sessions
- Wellhub: access to gyms and studios
- Creditas Endurance: incentive program for high-impact sports
- Pharmacy partnership (Univers)
- Life Insurance (Porto Seguro)
- Birthday day off
- Extended parental leave: 6 months for birthing parents and 35 days for non-birthing parents
- Family Care: support program for maternity and paternity
- Childcare assistance
- Assistance for dependents with disabilities
- SESC access to facilities for you and your dependents
- Meal allowance (VR): flexible benefits card (Creditas Card)
- Payroll-deductible loans (Creditas Benefits)
- Salary advance (Creditas Benefits)
- Discounts on insurance (Minuto Seguros)
- Access to exclusive financial education content in the Creditas app
- PPR: profit-sharing program
- Educational and development incentives
- Flexible work model
- Free bike rack at the office
- Partnered office parking (subject to internal availability)
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
No Education Requirement
Tech skills
Location requirements
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