Service Desk Analyst ensuring efficient technical support delivery at Ki's agile team. Log and resolve service requests while focusing on user satisfaction and team collaboration.
About the role
- Analyzing, mapping, and optimizing commercial processes for Vivo. Leading digital transformation initiatives and ensuring operational efficiency in São Paulo, Brazil.
Responsibilities
- Map, analyze and redesign sales journey processes, identifying improvement opportunities and cost reductions.
- Ensure governance and compliance in commercial processes, ensuring adherence to internal and regulatory policies.
- Lead digital transformation initiatives, including automation and systems integration (e.g., Salesforce).
- Prioritize requests and strategic projects, acting as a bridge between commercial areas, IT, and other stakeholders.
- Monitor performance indicators (KPIs) and propose corrective actions to increase productivity.
- Manage projects and POCs related to commercial processes.
- Develop and maintain up-to-date process documentation (BPMN) and operational workflows.
Requirements
- Bachelor's degree in Business Administration, Engineering, Economics or related fields;
- Proven experience in process mapping and improvement (preferably in commercial/sales areas);
- Advanced knowledge of agile methodologies and project management tools;
- Strong analytical skills and ability to propose innovative solutions;
- Advanced Excel and familiarity with CRM tools (e.g., Salesforce);
- Desirable certifications: Lean Six Sigma, CBPP, PMI or similar.
Benefits
- Choose the benefit package best suited to you and your dependents through a digital platform offering categories such as Gym, Meal Voucher (VR), Food Allowance (VA), Pharmacy Assistance, Health Insurance, Dental Care and Life Insurance;
- Corporate mobile phone. Yes, a brand-new smartphone for you!
- Unlimited voice and data plan! Yes, unlimited! On the best mobile network, even faster with Vivo's 5G!
- Exclusive offers from Vivo, with special discounts on landline, broadband, TV and apps;
- Eligible to receive an annual bonus or profit-sharing (PPR);
- Plan your future with a private pension plan;
- Have children? You are entitled to a subsidy to help with school, daycare or nanny expenses;
- Work in an environment that respects your personality, dress style and who you are, allowing you to be authentic. #VemDeVocê
- Work remotely up to 2 days per week. #Mobility
- Flexible working hours;
- Enjoy a day off to celebrate your birthday;
- Participate in one of the largest corporate volunteer programs to help make a difference;
- Benefit from our Educational Development Program, which offers partnerships with educational institutions at discounted rates, as well as certifications and online courses.
- Boost your career through our Internal Recruitment Program, in Brazil or abroad — we are present in over 17 countries! #VivoMinhaCarreira
- Access a range of initiatives to improve your physical, emotional and social well-being! We have #VivoBemEstar, which encourages healthy habits and better quality of life — offering employees consultations with nutritionists, psychologists, social workers, telemedicine services, and more!
- All our vacancies are open to people with disabilities and/or rehabilitated individuals. We have a culture that values diversity, differences and people's potential! #VivoDiversidade
- #VemPraVivo
Job title
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