TOTVS RM ERP Support Analyst

Description

Job Summary: The TOTVS RM ERP Support Analyst will provide technical and functional support to users of the Educational and Financial modules, ensuring process stability and efficiency. Key Highlights: 1. Technical and functional support to TOTVS RM users (Educational and Financial modules) 2. Identify, analyze, and resolve errors, questions, and inconsistencies 3. Configuration of parameters and business workflows in the modules The TOTVS RM ERP Support Analyst will be responsible for providing technical and functional support to TOTVS RM ERP users, with a focus on the Educational and Financial modules, ensuring stability, usability, and efficiency of the institution’s academic and administrative processes. **Main Responsibilities:** Respond to support tickets related to the Educational and Financial modules of TOTVS RM; Identify, analyze, and resolve operational errors, usage questions, and data inconsistencies; Guide end users on best practices for ERP usage; Configure parameters, master data, academic structures, workflows, and business rules in the Educational (RM Educacional) and Financial (RM Fluxus) modules; Configure the Admission Process and Course Sales module; Configure the Requests module; Configure RM Portals (Student Portal and Faculty Portal); Perform version upgrades, apply patches, and validate release notes; Log, track, and prioritize tickets in ITSM tools (e.g., GLPI, Freshservice, OTRS, ServiceNow, Jira); Develop technical and functional documentation: manuals, workflows, procedures, and FAQs; Conduct training sessions for end users. **Educational Requirements:** Bachelor’s degree completed in Information Technology, Information Systems, Computer Science, Systems Analysis and Development, or related fields. **Technical Skills:** Knowledge of institutional registration, curriculum structure, enrollments, re-enrollments, assessments, classes, gradebooks, attendance, academic processes, reports, and academic integrations; Experience with SQL (queries, SELECT, JOIN, filters); Experience with TOTVS databases (MS SQL Server); Familiarity with RM Reports, RM Formulas, and Interfaces; Basic programming knowledge; Knowledge of HTML; Familiarity with ERP concepts, mnemonics, databases, integrations (web services/REST), academic systems, and financial systems; Knowledge of JOB management / automation; Familiarity with ticketing tools. **Behavioral Skills:** Clear and didactic communication for end-user support; Analytical ability to investigate errors, trace root causes, and propose solutions; Organization and priority management while handling multiple tickets; Teamwork with internal departments; Proactivity to identify improvements and anticipate issues; Resilience and patience, especially in operational support contexts. Minimum Education Level: Bachelor’s Degree Desired Education: * Computer Science, Bachelor’s Degree * Systems Analysis and Development, Bachelor’s Degree * Information Technology, Bachelor’s Degree * Birthday Day Off * Zenklub * Totalpass