Job Summary: Liberty Health is seeking a committed Business Analyst to perform incident analysis and resolution, business validations, and support documentation for high-impact healthcare projects. Key Highlights: 1. Opportunity to contribute to high-impact projects 2. Customer (user)-centric focus and continuous improvement of service delivery 3. Innovative company offering AI and hospital management technology solutions **Liberty Health** is an innovative company aiming to transform the Brazilian healthcare sector through technological solutions in artificial intelligence, data interoperability, and hospital management. We partner with major hospital networks and laboratories, delivering a unique and transformative approach to the industry, supported by strategic partnerships including AWS, H2O, and ServiceNow. We are looking for a committed **Business Analyst** to join our team in **São Paulo \- Vila Olímpia**. If you enjoy challenges and seek an opportunity to contribute to high-impact projects, this role is for you! **Key Responsibilities:** * Perform **incident and problem analysis and resolution** (with a business focus) alongside N2 operations * Conduct **business validations with technical teams** * Support the team in **documenting resolutions, solutions, and lessons learned** (knowledge base) * Contribute to **standardizing workflows, communications, and ticket records** * Support impact analyses and information gathering for **escalation to N3**, when required * Participate in operational routines and team alignment sessions, supporting continuous service improvement * + **Hospital management systems:** functional and technical knowledge of SGHx, AGHUse, or similar systems (e.g., Tasy, MV, Soul MV, Philips, etc.) * + **Healthcare clinical and administrative workflows:** familiarity with electronic health records, outpatient care, inpatient admissions, pharmacy, laboratory testing, and billing * + **Office/Google Workspace suite:** especially Excel/Spreadsheets for tracking and reporting * + **User support and service techniques:** including clear communication, active listening, and ticket categorization * + **Ticket and ITSM management tools:** such as ServiceNow, GLPI, Jira Service Desk, or similar * + **Basic networking, infrastructure, and connectivity concepts** * ITIL **Foundation (preferred):** foundational understanding of technical support processes (incidents, problems, requests) Desired Attitudes: **Proactivity:** anticipate and resolve issues independently, without relying solely on instructions * **Commitment:** demonstrate accountability for deadlines, service quality, and departmental goals * **Customer (user)-centric focus:** consistently pursue the best solution for the user, with empathy and attention to healthcare service needs * **Resilience:** maintain composure and productivity under pressure, during critical incidents, or in adverse situations * **Strong communication skills:** listen, interpret, and convey information clearly—both verbally and in writing * **Teamwork:** collaborate with colleagues, share knowledge, and support other departments whenever needed * **Organization:** diligently manage handled tickets, documentation, and operational routines * **Curiosity and continuous learning:** consistently update knowledge and deepen understanding of systems, workflows, and technologies used * **Ethical conduct:** act with integrity, respecting regulations, sensitive data, and professional conduct when interacting with users * **Continuous improvement mindset:** propose process enhancements and contribute ideas to refine support services * Completed Bachelor’s degree **If you are a professional passionate about understanding customer needs, who enjoys collaborative work, constantly seeks growth, and can envision future opportunities, this is your chance!**
João Silva
Indeed · HR
João Silva
Indeed · HR
