SYSTEM SUPPORT ANALYST - CUIABÁ/MT

Description

Job Summary: Professional responsible for investigating issues, ensuring permanent resolution, maintaining an up-to-date knowledge base, and contributing to the continuous improvement of IT processes, in accordance with ITIL. Key Highlights: 1. Proactive involvement in incident prevention and continuous process improvement. 2. Advanced support for internal systems and IT infrastructure. 3. Chatbot curation and continuous improvement to optimize customer service. About the Opportunity SYSTEM SUPPORT ANALYST * **Working Hours:** 10:00 AM to 7:00 PM, Monday through Friday (subject to change at the company’s or client’s discretion). **Work Address:** Rua 4, Quadra 11, nº 237, CEP 78.049-921 – Centro Político e Administrativo, Cuiabá/MT Employment Type: CLT. ️ **What We Are Looking For:** Education: Completed undergraduate degree in Information Technology or related field; Computer Skills: Advanced; Language: Portuguese and technical English; Experience: 3 years **Core Responsibilities (Key Duties):** The team is responsible for investigating problems, ensuring their permanent resolution, and maintaining an updated knowledge base containing errors and solutions. It operates proactively to prevent new incidents and contributes to the continuous improvement of IT processes, following ITIL best practices (e.g., problem management, change management, release management, service level management, and service catalog management). Support may be delivered remotely or on-site, depending on demand, using infrastructure provided by the institution. Key responsibilities include: Advanced support for internal systems, including incident resolution, testing, access management, and manual updates; Support for all units, either via the service desk or directly with technical departments; IT infrastructure support (networks, servers, information security, connectivity, and virtualized environments); Support for strategic users; Assistance in projects led by the Networks, Systems, and Support departments; Chatbot curation and continuous improvement to optimize customer service; Support in resolving escalated tickets from Level II; Ongoing knowledge base updates and suggestions for process improvements; Support for automation, system distribution, and IT tools. **Specific Knowledge, Certifications, and Requirements:** The professional must hold, at minimum, either the ITIL Foundation V3 (or higher) certification; OR the COBIT 5 Foundation (or higher) certification. THE PROFESSIONAL MUST HOLD AT LEAST ONE OF THESE CERTIFICATIONS! * Basic understanding of public administration operations; * Basic knowledge of the English language; * Proficiency in both receptive and proactive customer service techniques; * Ability to communicate clearly and concisely, both in writing and verbally; * Ability to remain calm, tolerant, and professional when facing situations outside standard procedures and routines; * Adaptability to established rules and regulations. Essential Personal Attributes: Basic understanding of public administration operations; * Basic knowledge of the English language; * Proficiency in both receptive and proactive customer service techniques; * Ability to communicate clearly and concisely, both in writing and verbally; * Ability to remain calm, tolerant, and professional when facing situations outside standard procedures and routines; * Adaptability to established rules and regulations. **What We Offer:** Salary: BRL 5,176.39 Meal Allowance: BRL 26.39 per working day (20% PAT deduction); Transportation Allowance (6% deduction); SESC Membership; Life Insurance; Health Plan. GoGood Minimum Education Level: Undergraduate Degree