Systems Implementation and Support Supervisor

Description

Job Summary: Professional responsible for mapping, modeling, and optimizing business processes, leading support and systems implementation teams with a focus on continuous improvement and SLA compliance. Key Highlights: 1. Business process mapping and modeling for continuous improvement 2. Leadership and development of support and implementation teams 3. Project management and data analysis for operational optimization **Responsibilities:** * Map and model business processes, proposing continuous improvements. * Monitor, supervise, and manage support and implementation teams for the Health Management System. * Ensure compliance with service level agreements (SLAs), taking corrective actions when necessary. * Prepare performance reports, identifying challenges and proposing improvements. * Collaborate with technical teams to resolve incidents and enhance the system. * Lead, evaluate, and develop teams, promoting service quality and customer satisfaction. * Update procedures, standards, and knowledge base. * Assign tasks, organize schedules/shifts, and supervise service delivery. * Participate in meetings with the client, as required. * Provide ad-hoc support via phone or digital channels. **What We Are Looking For?** * Bachelor's or postgraduate degree in Business Administration, Production Engineering, Process Management, IT, or related fields. * Experience in systems implementation and support (preferably in the healthcare sector). * Analytical, organized, and results-oriented profile. * Strong communication skills, active listening, and ability to handle conflicts. **Preferred Qualifications:** * Experience with healthcare management systems. * Familiarity with project management methodologies. * Prior experience leading support/implementation teams. **Knowledge and Skills:** * Business process analysis and modeling (BPMN). * Modeling tools such as Bizagi or similar. * Project management (PMBOK knowledge). * ITIL Foundation V3 or higher certification. * Data analysis applied to operations. * Creativity, agility, and focus on continuous improvement. * Customer service delivered with empathy and efficiency. **Benefits:** * Meal Allowance or Food Voucher; * Transportation Voucher; * Medical Insurance; * Dental Insurance;