Job Summary: We are seeking a professional to handle ERP/PDV incidents, analyze incidents, provide user support, and assist in system projects, contributing to continuous improvement. Key Highlights: 1. First- and second-level ERP/PDV incident handling and follow-up 2. Incident analysis, solution proposal, and escalation 3. Support for system implementation projects, testing, and validation **Ricardo Almeida \| Over 40 years of history in Brazilian fashion.** With over 40 years of heritage, Ricardo Almeida is a benchmark in Brazilian tailoring—synonymous with elegance, exclusivity, and excellence. We dress men and women who seek to convey confidence, power, and style, merging tradition and innovation in every creation. Our garments are crafted with impeccable finishing and made from premium fabrics, ensuring not only an elegant appearance but also a unique wearing experience. We believe every detail matters, which is why our dedication to quality and aesthetics is reflected in everything we do. Across 20 company-owned stores, multi-brand retail presence, and a Studio space offering personalized shopping experiences, we have built a legacy of excellence—from customer service to product. We are constantly evolving, combining tradition with technology to reaffirm our community and values. **What We Seek:** * Handle first- and second-level ERP/PDV incidents (back office and store front), registering and tracking SLAs. * Analyze medium-complexity incidents, propose solutions, and escalate when necessary. * Monitor critical incidents and ensure SLA compliance. * Guide users on daily routines and minor system adjustments, escalating complex cases when needed. * Support system implementation projects, testing, and validation. * Document processes and prepare support materials such as manuals, guides, and FAQs. * Conduct training sessions for store and back-office teams. * Suggest improvements based on received requests. **What We Expect:** * Experience with ERP/PDV systems, preferably Totvs Moda. * Basic database knowledge; basic SQL is a plus. * Understanding of retail processes (back office and store front). * Familiarity with ITIL, Scrum, or Kanban methodologies. **What We Offer:** * Meal and food allowance via Ticket Flex; * Transportation allowance; * Amil Health Insurance; * Amil Dental Insurance; * Total Pass; * PetLove; * Life Insurance; * OnHappy \| exclusive discounts for employees on domestic and international travel; * Product discount. **Additional Information:** * Work location: São Paulo/SP; * Employment type: Permanent – CLT; * Working hours: Full-time.