Hybrid Mid-level Support Analyst

at Almaviva Solutions

• Job title: Mid-level Support Analyst
• Job type: Full Time
• Experience level: Mid level, Senior
• Salary: Not specified
• Degree requirement: Bachelor's Degree
• Tech skills: ITSM, ServiceNow
• Location requirements: Hybrid, Sao Paulo, Brazil

About the role

• Support Analyst providing technical assistance and service management in São Paulo. Engaging in incident management and collaborative issue resolution for internal users.

Responsibilities

• Receive, catalog, prioritize and distribute tickets and requests from various channels (email, chat, portal).
• Ensure complete and accurate recording of all interactions according to established SLAs (Service Level Agreements).
• Provide first- and second-level support to content creators and other portal users.
• Clarify questions about features, navigation and use of the platforms.
• Investigate and reproduce reported issues, collecting detailed information for effective analysis.
• Identify and document root causes of recurring incidents, contributing to the reduction of failures.
• Maintain clear, empathetic and proactive communication with users, informing them about ticket progress and resolution.
• Act as a point of contact between users and development and infrastructure teams, ensuring efficient information flow.
• Propose improvements to support processes, portal usability and the knowledge base based on recorded requests and interactions.

Requirements

• Previous experience in technical support or service desk, preferably in corporate environments.
• Knowledge of IT service management systems (ITSM), such as Jira Service Management, ServiceNow or Freshservice.
• Fundamentals and best practices of ITIL v3 or v4, with focus on Incident Management and Service Request Management.
• Familiarity with monitoring and diagnostic tools.
• Ability to create and maintain technical documentation, tutorials and knowledge base articles.
• Good communication and ability to work with multidisciplinary teams.
• Organized, with a sense of priority and a focus on quality service.
• Collaborative, analytical and problem-solving oriented profile.
• Bachelor’s degree in Computer Science, Information Systems, Systems Analysis and Development or related fields.
• ITIL Foundation v3 or v4 (Desired).
• Certifications in ITSM tools (such as Jira Service Management Administrator or ServiceNow Fundamentals).

Benefits

• Health Insurance
• Meal Allowance
• Transportation Allowance (if the role is hybrid or on-site)
• Childcare Assistance
• Life Insurance
• Profit Sharing (PLR)
• Psychological Support
• Employee Referral Program with rewards for successful hires
• Partnerships with educational institutions for: English/Spanish, post-graduate and technical courses
• SESC / SENAC partnerships
• Dental Plan
• GYMPASS
• Veloe
• Discounts on Insurance
• Discount Club and much more