Job Summary: An analyst responsible for organizing and sustaining the user support service model, supporting the technical support operation and ensuring standardization of routines and compliance with SLAs. Key Highlights: 1. Organize and sustain the user support service model. 2. Map and maintain operational and administrative support processes. 3. Monitor support performance indicators and prepare management reports. **Description and Responsibilities:** **Working Hours:** Monday to Friday, from 09:00 to 18:00 **Level:** Professional **Employment Type:** Permanent – CLT Hello! We are Concept, a company specializing in insurance and credit services. Equity & Inclusion is a cornerstone of our Group’s culture! Therefore, we value the participation of all individuals in our selection processes, regardless of race, gender, disability, religion, socioeconomic status, gender identity and expression, sexual orientation, or age. Through our WE – Wiz Everywhere program, the work model is adapted to the specific requirements of each role. This position is part of the WE Flex model, meaning you will work three days per week onsite at our offices and two days remotely from home. **Responsibilities and Duties:** * Act as an analyst responsible for organizing and sustaining the user support service model, supporting the technical support operation in standardizing routines, prioritizing requests, and meeting deadlines and established SLAs; * Monitor the flow of incidents, requests, and service tickets, ensuring appropriate triage, correct routing to responsible teams (L1, L2, and interfaces with L3), and follow-up on resolution communication to requesters in a clear and structured manner; * Support operational alignment among support teams, management, vendors, and administrative departments, ensuring that information, deadlines, and actions are properly documented and consistent; * Map, organize, and maintain operational and administrative support processes, proposing adjustments and improvements to reduce rework, increase efficiency, and enhance service quality; * Support the control of support records and documentation (ticket history, service standards, knowledge bases, workflows, and procedures), ensuring traceability and operational continuity; * Support operational procurement and supply processes related to technical support, including needs assessment, request organization, delivery tracking, and control updates, acting as an interface with administrative and finance departments; * Monitor and consolidate support and operations performance indicators (SLA, request volume, response time, and efficiency), preparing management reports to support decision-making and performance tracking; * Support the organization of operational meetings, minutes, decision records, and action plan follow-ups, ensuring objective communication and execution of agreed actions; * Contribute to compliance with internal policies, procedures, and contracts, supporting audits and identifying operational risks or process deviations, with proposed mitigation measures. **Requirements:** **Mandatory Technical Requirements:** * **Proven experience in user support, operations, process management, or structured service delivery, including demand organization and ticket tracking;** * **Ability to consolidate operational information and support management with performance indicators and management reports, ensuring clarity and traceability;** * **Knowledge of administrative support processes, including coordination with procurement and vendors, with focus on deadline control, recordkeeping, and documentation;** * **Proficiency in Excel and control tools, with ability to structure spreadsheets, monitor indicators, and organize reports.** **Desirable Technical Requirements:** * **Experience in service contract environments or IT operations, with understanding of governance, formalization, and execution control;** * **Experience with ticketing systems (TOP DESK) and best practices for service organization, request prioritization, and handling documentation;** * **Knowledge of service and process management best practices (ITIL, BPM, or COBIT), focusing on standardization, quality, and continuous improvement;** * **Experience in structured or regulated corporate environments, with emphasis on compliance, auditing, and traceability;** * **Experience in continuous process improvement, routine standardization, and knowledge base organization.** **Benefits:** Medical insurance, Dental insurance, Gym allowance, Childcare allowance, Internal benefits, Profit-sharing, Life insurance, Meal voucher, Food voucher, Transportation voucher