Record, track and close user service requests;
Perform initial assessment of tickets and log additional information when necessary;
Provide users with guidance on operational questions, features and use of the solution's modules. Conduct training when required;
Investigate and perform initial (first-level) analysis of production incidents related to application functionality;
Handle tickets that require deeper evaluation from the perspective of business rules and specific configurations;
Analyze, diagnose and address production and UAT incidents critical to the operation of the solution's modules, and, if required, escalate them to the local second-level technical support when incidents fall outside your scope;
Digital mindset, curiosity about new technologies and an interest in understanding how Artificial Intelligence can transform processes, experiences and outcomes.

Availability to work on a hybrid basis in Ribeirão Preto, SP;
Bachelor's degree in technology or related fields;
Clear, concise communication and ease in interacting with clients and team members;
Experience in customer service;
Proactivity, ability to assess situations and a problem-solving profile;
Basic knowledge of BPMN, JavaScript and SQL;
Knowledge of or interest in Artificial Intelligence technologies: tools, applications and concepts.
Experience providing support to public sector organizations.

Junior IT Services Analyst

Key skills