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Job Summary: Professional responsible for creating, updating, and managing knowledge bases; delivering training sessions; and implementing continuous improvements to support corporate systems. Key Highlights: 1. Strategic and technical culture focused on excellence 2. Dynamic environment with opportunities for development 3. Appreciation of teamwork and innovation 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 team members share a common strategic vision oriented toward excellence in service delivery and solution implementation. * Create and update documents in the knowledge base; * Collaborate with problem-solving groups from the COURT and the CONTRACTOR to ensure the knowledge base remains up to date; * Ensure information is accurate, current, and aligned with the COURT’s needs; * Identify and implement improvements to the knowledge base; * Implement and maintain quality standards for the knowledge base; * Implement continuous improvements through analysis of user interaction data and feedback regarding service delivery; * Conduct periodic audits of the knowledge base; * Monitor and control the knowledge lifecycle within the base; * Standardize language and documentation format to facilitate readability and comprehension; * Develop manuals, FAQs, procedures, SOPs, etc.; * Organize the knowledge base structure to facilitate search and navigation; * Develop instructional materials for training sessions; * Deliver training to newly hired professionals under the contract; * Deliver training to remote and on-site support staff: * Regarding necessary information for supporting corporate systems; * When updates to existing knowledge are required; * When technological changes occur within the COURT; * Perform activities described in Annex VIII – Curation related to this professional profile:\- Item 4 \- Knowledge Base;\- Item 7\.2 \- Training and retraining applicable to assigned tasks;\- Item 7\.4 \- Service administration and continuous improvement;\- Other items in Annex VIII – Curation that are relevant to assigned tasks. * Perform other duties not explicitly listed herein but stipulated in the ITIL Service Desk function; * Perform tasks of similar nature and complexity compatible with this position. **Responsibilities and Attributes** * Minimum 3 years of proven experience in ICT, including at least 1 year in at least one of the following areas: * NLP (Natural Language Processing); * Creation and maintenance of knowledge content; * Knowledge base management (verified via CTPS or signed employment contracts; supplementary declarations listing performed duties—already verified by CTPS or signed employment contract—are acceptable for further detail) * Content structuring (creation of FAQs, manuals, quick guides, etc.) * Documentation standards * PDCA * Data management practices * NLP techniques * UX (User Experience) and usability techniques * Ability to document procedures * Commitment\- Clear and effective verbal and written communication * User-oriented communication * Collaborative mindset * Profile suited for delivering training and mentoring * Customer focus * Continuous improvement mindset * Patience * Logical and analytical thinking * Proactivity **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: * Data analysis, computer science, information science, data science, data scientist, communication and media, methods engineering, statistics, information management, quality management, artificial intelligence, linguistics, computational linguistics, natural language processing (NLP), information systems, information technology, data processing technology, or related disciplines (subject to evaluation and approval by the COURT) * HDI Support Center Analyst * HDI Artificial Intelligence for Support Centers * LGPD with emphasis on the public sector (minimum 15 hours of instruction) * ITIL Fundamentals (minimum 10 hours of instruction); and * At least one standalone course or discipline included in the required academic program: * Computational linguistics (minimum 20 hours of instruction) * Natural Language Processing (NLP) (minimum 20 hours of instruction) * Familiarity with AI (Artificial Intelligence) and ML (Machine Learning) applied to support centers **Additional Information** We value our employees and therefore offer a comprehensive benefits package designed to promote well-being, security, and quality of life, including: Salary: BRL 8\.500,00 Transportation Benefit – Assistance for daily commuting between residence and workplace. Meal/ Food 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 opportunities. 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 seeking talents 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
