SENIOR SUPPORT AND IMPLEMENTATION ANALYST

Description

Are you passionate about people, technology, and business development? Our ecosystem is growing, and we are seeking a new **Senior Support and Implementation Analyst**. In this role, you will be responsible for providing technical support and performing system implementations to guide users, clarify doubts, and resolve technical and business issues—focusing on ensuring optimal system performance and customer satisfaction through remote or on-site assistance. This is a unique opportunity to play a pivotal role in the growth of our ecosystem—and grow alongside the results you achieve! We are the leading digital platform for public administration management in the country, present in 22 states and impacting over 30 million people with our solutions. We are a team dedicated to using technology to connect more people to public services. Join us as a Betther and transform public administration management across our country. **Responsibilities and Duties** ----------------------------------- * Provide specialized technical support and perform high-complexity system implementations, applying broad technical knowledge and following standard procedures to ensure correct configuration, operation, and performance of systems, as well as efficient problem resolution and customer satisfaction; * Analyze and propose improvements to systems and processes based on critical incident assessment, root cause identification, and opportunity mapping—with a focus on enhancing customer experience and optimizing solution efficiency; * Deliver technical guidance and disseminate knowledge to other team members and target audiences (customers, channels, and certified consultants) through training sessions, specialized technical support, and participation in developing strategic solutions to expand technical capability and promote proper use of company products; * Develop and lead system implementation projects by planning, organizing, and monitoring all stages—with a focus on standardizing implementation processes and ensuring efficient solution delivery; * Evaluate and advise customers regarding infrastructure and resources required for system implementation and maintenance by conducting technical diagnostics and presenting recommendations that ensure proper solution functionality; * Draft and validate technical procedures and best-practice manuals related to system usage, maintenance, and updates—creating detailed, clear documentation to guide users, customers, and internal teams, aiming to standardize and improve efficiency in support and implementation processes; * Conduct advanced diagnostics and technical investigations for critical or persistent incidents—using specific tools and detailed analysis of system logs to identify hidden causes and propose definitive solutions to prevent recurrence; * Perform technical assessments in complex environments to map risks and vulnerabilities—proposing preventive actions and technical solutions to ensure system stability and security during implementations and maintenance; * Serve as a technical reference for strategic projects and initiatives—providing consultative support and guiding customers and colleagues in making technical decisions and implementing best practices to optimize the use of company products and services; * Participate in the acceptance testing of new system versions and features by executing advanced tests and real-world scenario simulations—to identify potential failures and suggest improvements, ensuring delivery of stable and effective solutions to customers; * Perform predictive and preventive analyses using artificial intelligence and machine learning tools—to anticipate failures, identify behavioral patterns in systems, and propose proactive adjustments to minimize downtime and improve the performance of implemented solutions; * Lead system integrations with cloud platforms (Cloud), including advanced configurations, data migration, and adaptation of company solutions to hybrid or fully cloud-based environments—to increase scalability, security, and efficiency in implementations and technical support. **Requirements and Qualifications** ------------------------------ * Completed Bachelor’s degree in Information Technology or related fields. Theoretical and Practical Knowledge. * Valid Brazilian driver’s license (Category B) and availability for travel. * Currently pursuing a specialization in fields related to this area. * Advanced knowledge of Databases (SQL Server, MySQL). * Advanced knowledge of Betha Desktop and Web Systems (formula creation and modification, reporting, and calculations). * Advanced knowledge of Technical Support and Helpdesk Tools (Zendesk, Freshdesk, or similar). * Advanced knowledge of Remote Access Tools (AnyDesk, TeamViewer, Remote Desktop). * Advanced knowledge of System Monitoring Tools (Zabbix, Grafana, or similar). * Advanced knowledge of Project Management Platforms (Trello, Jira, Asana, or similar). * Advanced knowledge of Virtual Environments (VirtualBox, VMware, or Hyper-V). * Advanced knowledge of APIs and Integrations (Postman, Insomnia, or similar). * Advanced knowledge of Code Versioning Tools (Git, GitHub, or Bitbucket). * Advanced knowledge of Programming Languages for Automation and Scripting (Python, PowerShell, or Shell Script). * Advanced knowledge of Data Manipulation and Reporting Languages (DAX, PL/SQL, or T-SQL). **Additional Information** -------------------------- Learn a bit about the Betha way of caring for Betthers: Innovative Environment: Here, you’ll join a workplace that values innovation, creativity, and excellence; Professional Development: You’ll have opportunities for continuous professional development and training to help you grow and stand out; Recognition: Your contributions will be duly recognized, with competitive compensation and an outstanding benefits package. 14 consecutive years awarded the GPTW certification, ranking among the best companies to work for.