Junior Field Service Management Analyst (Infrastructure)

Description

Job Summary: We are seeking a Junior Field Service Management Analyst to join our infrastructure team, responsible for the technical and operational management of Field Service activities, ensuring service quality, SLA compliance, and user satisfaction. Key Highlights: 1. Technical and operational management of Field Service activities 2. Single point of contact among users, suppliers, and internal departments 3. Ensuring high service availability and user satisfaction **Title:** Junior Field Service Management Analyst (Infrastructure) **Location:** Usina – Timóteo/MG (100% on-site) **Schedule:** Business hours, with occasional after-hours assignments as required by operational needs. ### **About the Opportunity** We are seeking a **Junior Field Service Management Analyst** to join our infrastructure team. You will be responsible for the technical and operational management of Field Service activities, ensuring delivery quality, SLA compliance, and alignment with group policies and standards. Your role will be essential in guaranteeing high service availability and user satisfaction. ### **Main Responsibilities** * Manage the Field Service contract technically with clients and suppliers; * Ensure service quality delivered by partners, monitoring and guaranteeing compliance with agreed SLAs; * Serve as the single point of contact among users, suppliers, and internal departments (IT and business); * Prepare and present the **Monthly Service Report (Monthly Book)**, covering: support volume, KPIs, SLAs, analyses, and action plans; * Ensure Field Service activities are performed securely, with high quality, availability, and compliance with group policies and best practices; * Manage recurring incidents and problems, proposing continuous improvements; * Minimize risks such as increased downtime, loss of productivity, financial impact, and customer dissatisfaction, ensuring rapid and efficient response to operational failures; * Use tools such as **ServiceNow (or similar)** and integrate with Field Service providers and infrastructure towers (Network, Security, Data Center). ### **Requirements and Qualifications** **Education:** Completed bachelor’s degree in IT, Engineering, Information Systems, or related fields. **Required Experience:** * IT supplier management; * Field Service / on-site technical support; * SLA and KPI management; * Infrastructure operations. **Technical Knowledge:** * ITSM (preferably ServiceNow); * Incident and problem management; * IT infrastructure (networking, equipment, user support); * Service governance. ### **Preferred Qualifications** * Experience in complex corporate environments; * Experience working with multiple suppliers. ### **Additional Information** * 100% on-site work at the Usina facility in Timóteo/MG; * Business hours, with occasional after-hours assignments based on demand.