Systems Support Analyst

Description

**Job Description:** ---------------------- The Sipal Group, a leading organization in the Brazilian agribusiness sector, is undergoing a significant digital transformation with the implementation of SAP S/4HANA. We are seeking enthusiastic professionals eager to learn and grow, to join our IT team as a Level 1 Systems Support Analyst. This role is crucial in providing first-line user support, ensuring efficient ticket triage and initial resolution, and contributing to the operational stability of the SAP S/4HANA platform and other corporate systems across our various business segments (Agribusiness, Ethanol Plant, Farms, Port, and CSC). Responsibilities: \- Serve as the first point of contact for internal users, logging and categorizing incidents and service requests related to corporate systems, including SAP S/4HANA and satellite solutions; \- Perform initial ticket triage using scripts, knowledge base (FAQs), and diagnostic tools to identify and resolve low-complexity issues; \- Escalate tickets to Level 2 (Functional) or Level 3 (Technical) teams when specialized expertise is required, ensuring proper documentation and correct routing; \- Monitor the lifecycle of assigned tickets, keeping users informed about progress and ensuring compliance with defined SLAs (Service Level Agreements); \- Assist users in correctly using systems by providing basic guidance and clarifying operational questions; \- Contribute to maintaining and updating the knowledge base with solutions for recurring issues and new procedures; \- Operate the Jira tool for ticket registration, tracking, and management; \- Actively participate in training sessions and pursue continuous development of technical skills and knowledge of Sipal Group's business processes. **Essential Requirements:** ------------------------------ * Bachelor’s degree in Systems Analysis, Computer Science, Software Engineering, IT Management, or related fields (completed or currently in progress); * Previous experience in user support, technical support, or Service Desk; * Knowledge of computer hardware and software (Windows operating systems); * Proficiency with Microsoft Office Suite (Word, Excel, Outlook); * Basic understanding of computer networks and IT infrastructure; * Excellent verbal and written communication skills; * Ability to follow procedures and document activities. **Desirable Requirements:** -------------------------- * Experience with Jira; * Basic knowledge of the SAP system; * Familiarity with support methodologies such as ITIL (Foundation); * ITIL Foundation certification (v.3 or v.4\); * Experience or interest in learning about the agribusiness sector. **Employment Type:** -------------------------- PJ **PwD (People with Disabilities):** -------- NO PREFERENCE **Work Location:** ---------------------- Anne Frank, 969 \- Hauer \- Curitiba/PR **Working Hours:** ------------------------ 8:00 12:00 13:12 18:00