Project / Process Analyst – Zendesk

Description

Job Summary: You will join the Projects team, supporting Zendesk-related initiatives and contributing to process improvements, combining analytical thinking, organization, and a focus on operational efficiency. Key Highlights: 1. Support for operational and analytical project demands 2. Configuration, maintenance, and support of the Zendesk platform 3. Assistance in documentation and continuous process improvement blumenau, SC Junior About the Role: You will work within the Projects team, primarily supporting demands related to the Zendesk platform, while also contributing to operational tasks and continuous process improvement initiatives. This position requires the ability to navigate across different areas and demand types, combining analytical vision, organization, and a focus on operational efficiency. Responsibilities: ✔ Support the Projects team with operational and analytical demands ✔ Configure, organize, maintain, and provide support for the Zendesk platform ✔ Assist in documenting processes, workflows, and routines ✔ Support process mapping, continuous improvement, and standardization ✔ Serve as a liaison and support point across departments, handling diverse demand types ✔ Conduct testing, validation, and adjustments to customer service workflows ✔ Support creation of basic operational reports and metrics Requirements: ✔ Completed or ongoing degree in Business Administration, Production Engineering, Information Systems, Management Processes, or related fields ✔ Experience or exposure to Zendesk (configuration, operation, support, or administration) ✔ Basic knowledge of process mapping (BPMN, flowcharts, journey mapping) ✔ Good familiarity with digital tools and systems ✔ Intermediate-level Excel proficiency Nice-to-Haves: ➕ Certifications or courses in process management / BPM ➕ Prior experience in project teams, support, or operations ➕ Experience with other customer service platforms beyond Zendesk (e.g., Freshdesk, Movidesk, ServiceNow, etc.) Work Model: Hybrid in Blumenau. What You’ll Find at Maitha: Individual development experience focused on soft skills, with guidance throughout your journey; Well-being management with tracking of metrics and indicators measuring satisfaction progression; Training sessions, workshops, and meetups to enhance both soft and hard skills; Rewards program featuring a points-based system and incentives; TotalPass offering multiple plan options and over 250 modalities, including weight training, cross-training, yoga, dance, and much more; And much more!