BI Analyst (SupportOps)

Description

We are looking for a Business Intelligence Analyst for the SupportOps area. The professional will be responsible for managing operational support information, ensuring data reliability, indicator visibility, and generating insights that guide operational and strategic decisions, while also contributing to structuring the support tool to ensure data quality at the source. For over 30 years, we have developed solutions that help public and private organizations—recognized leaders in Brazil—achieve their goals by improving management performance. We have a team of specialists in education, human resources management, healthcare, and technology to ensure your business’s digital transformation. **If you are interested in working with the most advanced technologies at a company that values:** **A digital and relaxed environment** * A diverse, multicultural team full of opportunities* **Autonomy at work** * We recognize your talent. Enjoy the freedom to propose solutions* **Development** * We value your dedication and want you to grow with us* **Making a difference** * Grow with us and change the lives of millions of people* ***We are seeking a Technical Support Analyst!*** **Responsibilities and duties** * Consolidate and ensure the quality of support operation data. * Define, monitor, and evolve operational indicators (SLA, TMR, TMA, backlog, aging, throughput, among others). * Create executive and operational dashboards for performance tracking. * Conduct critical analyses of operations, identifying deviations, bottlenecks, and improvement opportunities. * Support leadership in data- and indicator-driven decision-making. * Monitor SLA compliance and queue performance (N1, N2, and N3\). * Develop demand forecasts and operational capacity analyses. * Standardize metrics, concepts, and information sources. * Automate reports and data extraction processes. * Administer and enhance Zendesk, ensuring reliable tool configuration and data integrity. * Promote a data\-driven culture within the support operation. **Requirements and qualifications** **We expect you to have** * Bachelor’s degree completed in Information Technology, Information Systems, Computer Engineering, Systems Analysis and Development, or related fields. * Experience with MIS, Business Intelligence, or operational data analysis. * Experience building and monitoring indicators (KPIs). * Experience with BI tools (Power BI, Looker, or similar). * Advanced Excel or Google Sheets experience. * SQL experience. * Experience with Zendesk or another customer support platform. * Experience with support or contact center operational indicators. * Experience in technical support operations (N1, N2, or N3\). * Experience with forecasting and capacity planning. * Experience with process automation, scripting, or ETL. * Experience in technology or SaaS companies. * Ability to transform data into business analyses and recommendations. #### **It would be a plus if you have** * Certification in Power BI, Tableau, or Data Analytics. * Zendesk-related certifications. * Knowledge of Python for routine automation. * Knowledge of data integration via APIs. * Experience with ETL tools. * Experience implementing or structuring MIS or SupportOps departments. * Postgraduate degree in areas related to data analysis, BI, or management. **Additionally, we consider the following competencies important** * Highly analytical profile. * Organization and attention to detail. * Strong critical thinking skills. * Ability to interpret data and propose improvements. * Indicator-driven mindset. * Proactivity. * Strong communication skills with both technical and business teams. * Ability to thrive in evolving environments. * Collaborative profile. * Autonomy. * Continuous improvement mindset. * Curiosity about innovation and technology use. * Commitment to information quality and reliability. **Additional information** * Employment type: REMOTE \- CLT **Benefits that make a difference:** Continuous training to keep you ahead VA/VR for your daily comfort Comprehensive medical assistance for your well\-being Birthday Day Off because celebrating matters Wellhub \- Gympass for body and mind care Pluxe\-Cuida, offering psychological, financial, and legal support SESC for leisure, culture, and well\-being Extended paternity leave to spend more time with your family **ABOUT TECHNE** Techne is a technology company that simplifies people’s lives every day. We operate across three main business lines, each focused on a specific market segment: **Agile Development (Cronapp):** A platform that accelerates the development lifecycle—from ideation to publication—enabling up to 70% time savings when developing complex systems. **Educational Management (Lyceum):** Comprehensive digital solutions and services for academic, administrative, and financial management of educational institutions, unifying all processes—including prospecting through graduation—into a single system. **Human Resources and Payroll Management for the Public Sector (Ergon):** A human resources and payroll management system designed exclusively for the public sector, processing R$130 billion annually in personnel expenses. We are passionate about innovation and foster collaboration across teams to maximize synergy. Our commitment is to deliver value to our clients and create experiences that make routines simpler and smoother using our solutions and services. **Check out our job openings and simplify with us.**