[Job-32361] Mid-Level Support Analyst, Brazil

At CI&T, we help large enterprises transform the potential of AI into real business impact with AI Deployment, AI-native execution, and tech-integrated business solutions. With 30 years of experience in technological transformation, we accelerate innovation with expertise in Agentic SDLC, Application modernization, Data & AI, Martech and Business strategy. We are 8,000 CI&Ters across more than 25 countries, collaborating to build solutions with real impact. AI is already part of how we work, evolve, and innovate every day. Buscamos um profissional com sólida experiência em suporte, gestão de chamados, processos ITIL e background técnico para atuar em nova área cross do cliente, combinando a gestão operacional do dia a dia (filas, SLAs, incidentes e solicitações) com a análise e o aprimoramento de processos de Gestão de Serviços. Trata-se de uma posição estratégica que envolve interação significativa com equipes técnicas, áreas de negócio (incluindo executivos de nível C) e fornecedores, com foco na experiência do cliente e na melhoria contínua.

Operar e otimizar o ciclo de vida dos tickets (Incidents, Service Requests, Problems e Changes), assegurando cumprimento de SLAs/OLAs e priorização baseada em impacto/urgência; Mapear e acompanhar fraquezas e fortalezas na jornada do cliente; propor e executar planos de melhoria contínua; Criar e manter dashboards e relatórios de desempenho (KPI/OKR), com leitura crítica para direcionar decisões (ex.: SLA compliance, FRT, MTTR, backlog aging, reopen rate, CSAT/NPS); Operar a ferramenta de gestão de tickets (Jira Service Management e Jira Software): filas, formulários, fluxos, automações, SLAs, integrações e base de conhecimento; propondo melhorias de fluxo e processos; Definir, documentar e melhorar processos alinhados ao ITIL v4 (Incident, Problem, Change, Request, CMDB, Service Catalog), com governança e conformidade, considerando a jornada do cliente de ponta a ponta; Coordenar Major Incidents e comunicações com stakeholders; Promover boas práticas de Knowledge Management (KCS), runbooks e playbooks; treinar times em processos e uso da ferramenta; Colaborar com SRE/DevOps/NOC/Suporte e Produto para reduzir recorrência e aumentar a resiliência. REQUISITOS MANDATÓRIOS Mínimo 2 anos de experiência em contexto semelhante; Experiência em coordenação de Major Incidents e comunicação com múltiplos stakeholders (técnicos e executivos), com resultados positivos verificáveis; Vivência prática com ao menos uma plataforma ITSM (ServiceNow, Jira Service Management, BMC Remedy/Helix, Zendesk ou Freshservice), incluindo configuração de filas, SLAs e automações; Capacidade analítica para construção de relatórios/dashboards e tomada de decisão orientada a dados, com domínio de alguma ferramenta de BI (Power BI, Tableau ou equivalente); Conhecimento de monitoramento/observabilidade para leitura de alertas e correlação básica (ex.: Grafana, Datadog, New Relic) e integração com incident response (PagerDuty, Opsgenie); Excelente comunicação verbal e escrita, negociação e gestão de expectativas.

Certificação ITIL; Background técnico (Developer, DevOps, BI); Inglês avançado. Our benefits: Health and dental insurance Meal and food allowance Childcare assistance Extended paternity leave Partnership with gyms and health and wellness professionals via Wellhub (Gympass) TotalPass; Profit Sharing and Results Participation (PLR); Life insurance Continuous learning platform (CI&T University); Discount club Free online platform dedicated to physical, mental, and overall well-being Pregnancy and responsible parenting course Partnerships with online learning platforms Language learning platform And many more! More details about our benefits here: https://ciandt.com/br/pt-br/carreiras At CI&T, inclusion starts at the first contact. If you are a person with a disability, it is important to present your assessment during the selection process. See which data needs to be included in the report by clicking here.This way, we can ensure the support and accommodations that you deserve. If you do not yet have the assessment, don't worry: we can support you in obtaining it. We have a dedicated Health and Well-being team, inclusion specialists, and affinity groups who will be with you at every stage. Count on us to make this journey side by side.

Health and dental insurance Meal and food allowance Childcare assistance Extended paternity leave Partnership with gyms and health and wellness professionals via Wellhub (Gympass) TotalPass; Profit Sharing and Results Participation (PLR); Life insurance Continuous learning platform (CI&T University); Discount club Free online platform dedicated to physical, mental, and overall well-being Pregnancy and responsible parenting course Partnerships with online learning platforms Language learning platform And many more! More details about our benefits here: https://ciandt.com/br/pt-br/carreiras At CI&T, inclusion starts at the first contact. If you are a person with a disability, it is important to present your assessment during the selection process. See which data needs to be included in the report by clicking here.This way, we can ensure the support and accommodations that you deserve. If you do not yet have the assessment, don't worry: we can support you in obtaining it. We have a dedicated Health and Well-being team, inclusion specialists, and affinity groups who will be with you at every stage. Count on us to make this journey side by side.