CUSTOMER RELATIONSHIP ANALYST - TJMG

Description

Job Summary: Professional responsible for managing user satisfaction, enhancing customer service processes, and proposing continuous improvements with strategic vision and customer focus. Key Highlights: 1. Act as a bridge between users and the Executive Technology Directorate. 2. Promote continuous service improvement through metrics and feedback. 3. A dynamic environment with opportunities for development and learning. Culture and Team Wyntech’s culture is described as strategic and technical, with a team composed of qualified professionals specialized in various IT areas. All share a common strategic vision focused on excellence in service delivery and solution implementation. * Maintain constant contact with users to understand their requests and complaints; * Develop satisfaction survey plans, methods, and KPIs, proposing and implementing process improvements to make analyses more efficient and results more useful; * Prepare satisfaction survey reports, providing recommendations to improve user satisfaction; * Monitor user satisfaction through surveys and feedback; * Identify opportunities and propose improvements for users; * Track and evaluate service requests; * Assist in prioritizing requests according to NMS, criticality, and impact; * Act as a bridge between users and the Executive Directorate of Information and Communication Technology of the COURT, ensuring clear and effective communication; * Prepare management reports; * Identify patterns of problems or complaints to propose improvements in user support processes; * Analyze monitoring report results, identifying anomalies and proposing improvements in user support processes; * Analyze data collected from satisfaction surveys; * Analyze and inform the COURT of potential operational impacts and associated risks arising from requested changes to standards, systems, and support procedures, proposing mitigation actions; * Analyze overall service performance using quality management tools; * Verify contractually stipulated indicators;a) Perform activities described in Annex VIII – Curation related to the professional profile:\- Item 3 \- Satisfaction surveys;\- Item 7\.2 \- Training and refresher courses applicable to assigned activities;\- Item 7\.3 \- Complaint management;\- Item 7\.4 \- Service administration and continuous improvement;\- Other items described in Annex VIII – Curation that are related to the assigned activities * Evaluate existing processes to identify possible improvements and propose action plans to enhance service delivery; * Collect feedback from the COURT regarding support teams to identify areas for continuous improvement in support processes; * Apply statistical treatment to data involved in the support process, presenting monthly graphs and reports containing averages, standard deviations, trends, correlations, stratifications, decompositions, simulations, projections, and other analyses requested by the COURT; * Define metrics and use them to measure individual and team performance, aiming to promote continuous service improvement; * Perform other activities not listed herein but foreseen in the ITIL Service Desk function; * Perform tasks of similar nature and complexity compatible with the position. **Responsibilities and Duties** * Minimum 3 years of proven experience in ICT, including at least 1 year in at least one of the following areas: * Customer relationship management; * Monitoring customer satisfaction via surveys; * Tracking incident tickets;• KPI analysis (monitoring support metrics) * Implementation of quality methodologies (e.g., ITIL, ISO 20000, COBIT), evidenced by CTPS or signed employment contracts (a supplementary declaration listing duties performed in the role—already verified by CTPS or signed employment contract—may be accepted for further detail) * Commitment\- Clear and empathetic communication\- Collaborative spirit\- Customer focus\- Negotiation skills\- Organization\- Patience\- Interpersonal relationship skills\- Strategic vision **Requirements and Qualifications** * At least one of the following (completed degree): * Bachelor's degree * Postgraduate degree (Lato Sensu or Stricto Sensu) in one of the following fields: * Computer Science, Information Science, Methods Engineering, Process Engineering, Business Analysis, Production Engineering, Statistics, Operations Management, Information Management, Quality Management, Process Improvement Management, Business Process Management, ICT Governance, Process Innovation, Lean Six Sigma, Information Systems, Information Technology, Data Processing Technology, or related disciplines (subject to evaluation and approval by the COURT) * HDI Support Center Analyst * ITIL Fundamentals with minimum 10 hours of instruction\- LGPD with emphasis on the public sector, minimum 15 hours of instruction * KPI Analysis\- PDCA Cycle\- Incident Management (ticket tracking, prioritization, escalation)\- NMS Management\- Familiarity with ITSM tools **Additional Information** We value our employees and therefore offer a comprehensive benefits package designed to support well-being, security, and quality of life, including: Salary: BRL 7\.795,75 Transportation Benefit – Daily commuting allowance between residence and workplace. Meal/Feeding Allowance – Monthly credit for meals or purchases at accredited establishments. Medical and Dental Assistance – Health plans with broad coverage, ensuring high-quality care. Life Insurance – Financial protection for the employee and their family. Training and Development – Ongoing professional development. Partnership: Sesc. Our goal is to provide a healthy, safe, and motivating work environment where employees can develop and grow alongside the company. We are looking for talented individuals who want to grow with us! At Wyntech, we value teamwork, innovation, and commitment to excellence. If you seek a dynamic environment offering real development opportunities, continuous learning, and participation in challenging projects, this is the right place for you. **Join our team and help build the future of technology with us!** www.wyntech.inf.br e\-mail: recrutamento@wyntech.inf.br