[Services] Senior Services Analyst | Cloud

Description

Job Summary: Providing customer support and assistance for Cloud environment infrastructures, contributing to customer satisfaction and solution development. Key Highlights: 1. Customer Cloud infrastructure support 2. Resolution of medium-complexity issues 3. Contribution to the knowledge base **[Services] Senior Services Analyst | Cloud** =================================================== TOTVS | Joinville - SC | Hybrid Job Description Provide support for customer Cloud environment infrastructures, contributing to the satisfaction of customers served by the Cloud operations team. Responsibilities and Duties * Provide support for customer Cloud environments via TOTVS channels, resolving medium-complexity infrastructure-related issues. * Review and classify tickets (if necessary) with appropriate categories and following defined processes to meet established targets. * Register customer requests with all required evidence (opened tickets) and detailed information necessary for all impacted parties, using the support system. * Escalate requests or incidents that remain unresolved (after exhausting all possible solutions within the time frame estimated by the area’s coordination), by logging an incident/problem in the support tool, detailing actions taken and results achieved, enabling the next level to continue resolution. * Evaluate tickets opened by customers and reclassify or recategorize them (when necessary), following documented area processes, to align demand classification. * Provide status updates on ongoing requests (when requested by customers and/or internal teams), through support channels (phone, email, system). * Contribute both to achieving individual performance indicators (productivity, satisfaction surveys, etc.) and to the team’s overall results/targets, by executing tasks according to Cloud-defined standard procedures. * Alert coordination and leadership about potential risks or crises affecting customers, logging tickets per the area’s internal procedure. * Keep FAQs/knowledge base updated with defined and communicated solutions to customers, documenting Level 1 KCS solutions for recurring daily issues. * Support continuous improvement initiatives by identifying problems and relevant issues, detecting new solutions, and suggesting and implementing improvement actions. * Support the development of junior analysts through knowledge sharing. Perform medium-complexity installations and migrations of TOTVS and/or third-party products in Cloud environments, based on customer-generated tickets. Proactively diagnose issues in customer environments (via monitoring), anticipating demand whenever possible. Requirements and Qualifications **Academic Background:** Bachelor's degree in Information Technology or related fields **Specific Knowledge:** TOTVS product environment administration – Intermediate level. Infrastructure and Datacenter – Intermediate level. Public Cloud infrastructure – Basic level. Automation tools – Basic level **Language:** English – Basic level Desirable Requirements **Certifications:** ITIL Foundation Information Technology Infrastructure Library. Operating systems or Database certifications desirable Salary Range To be determined Employment Type CLT (Consolidação das Leis do Trabalho) Benefits * TOTVS Online University: a corporate university offering free content and certifications for all employees; * +Saudáveis Program: supports each TOTVER with advisory services and initiatives focused on physical, mental, and financial well-being; * +Vantagens Program: Latin America’s largest discount network, exclusively for our employees; * +Cuidado Program: personal support program for employees and their families, offering guidance across multiple specialties including psychology, social work, pet consulting, etc.; * Einstein Conecta: online medical consultation benefit provided by Hospital Israelita Albert Einstein physicians, fully complimentary; * Health and dental insurance; * Meal and/or food allowance; * Transportation allowance and shuttle services at select metro stations; * Extended maternity and paternity leave; * Nursing room; * Bicycle parking; * Changing rooms; * Life insurance; * Childcare allowance; * Private pension plan; * Office designed to foster creativity and productivity, featuring snack areas, game rooms, billiard tables, and relaxation lounges; * Gympass. About the Company As a technology leader, we are a universe of nonconformist individuals driven by innovation, autonomy, learning, and performance. Together, we create opportunities, transform futures, and share knowledge. Here, your professional growth occurs in an inclusive, respectful, and energizing environment — people supporting people! We pursue sustainable growth. We leverage data and AI to drive smarter, more efficient outcomes for our customers. Join us to innovate and build the future of technology. #VemPraTOTVS #SomosTOTVS