Job Summary: Professional responsible for user system support and assistance, focused on problem analysis, incident management, and training, using a knowledge base. Key Highlights: 1. User system support and technical assistance 2. Incident and ticket management and tracking 3. Problem analysis and solution identification within systems **Responsibilities:** * Provide user support regarding inquiries, bug reports, training sessions, technical meetings, parameterization/configuration, and customization requests—always leveraging the knowledge base * Use and maintain an up-to-date knowledge base * Log, track, and update incidents/tickets with full details of actions taken, including all status updates and progress notes * Analyze reported issues and identify solutions within the system * Provide guidance on correct usage of system functionalities * Classify and prioritize incidents based on impact and urgency * Escalate incidents to technical teams (e.g., development, business units), with clear demand descriptions * Monitor follow-up from technical teams and keep clients informed with timely updates **Requirements:** * Experience in customer service or system support * Basic knowledge of systems * Familiarity with incident creation and tracking (e.g., Jira, GLPI, Service Desk, etc.) * Ability to analyze problems and identify probable root causes * Aptitude for learning new systems and processes * Experience using knowledge bases * Knowledge of public budgeting (PPA/LDO/LOA), budget supplements, public accounting (PCASP/MSC), financial statements, trial balances of revenue/expenditure/verification, accountability reports from TCEs and STN, statutory reports (RREO/RGF/DCSAP), bank reconciliation, electronic payments (OBN/CNAB), commitment orders, liquidations, payments, withholdings, EFDReinf * Willingness to travel **Preferred Qualifications:** * Basic database or system logic knowledge * Familiarity with ITIL or support processes * Experience with ticketing and documentation tools (e.g., Jira, Service Desk, Confluence) Compensation: starting at R$2\.700,00 per month Benefits: * Medical insurance * Dental insurance * Meal allowance * Food allowance * Transportation allowance Work Location: Hybrid remote work based in Volta Redonda, RJ
João Silva
Indeed · HR
João Silva
Indeed · HR
