IT Systems Support Analyst I – SAP

Jobtailor

Caxias do Sul

Presencial

BRL 89 280 - 133 920

Tempo integral

14 dias+

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Resumo da oferta

Jobtailor in Brazil seeks an IT service analyst to manage incidents, problems, changes and critical situations, ensuring service continuity and a strong internal customer experience.

You will coordinate with vendors, apply IT governance, and work with project and development teams to improve stability, API integrations, and security practices while adhering to corporate standards.

Qualificações

Pursuing IT degree or related field.
Familiar with ITIL Foundation concepts.
Knowledge of SAP FI/CO, MM/SD, and Commerce modules.
Proficient in English and Spanish at an intermediate level.
Experience in project management and agile approaches.

Responsabilidades

Manage and resolve incidents, problems, changes, and critical situations to ensure service continuity.
Coordinate support requests with vendors, routing tickets by complexity and specialization.
Serve as primary contact between Randoncorp and support vendors to drive improvements.
Ensure adherence to IT governance, enterprise architecture, and information security guidelines.
Analyze recurring issues, identify root causes, and propose systemic improvements.
Support system integrations, APIs, and change processes for governance and reliability.
Act as guardian of support models and processes and ensure policy compliance.
Monitor user satisfaction and drive continuous improvement actions.
Collaborate with Infrastructure, Security, and Project teams for end-to-end resolution.
Assist with software lifecycle and contract management for support activities.

Conhecimentos

ITIL Foundation

Project management

Agile methodologies

Intermediate English

Intermediate Spanish

Formação académica

Currently pursuing a degree in Information Technology or related field

Ferramentas

SAP FI/CO

SAP MM/SD

SAP Commerce

Descrição da oferta de emprego

Responsibilities

Manage and resolve incidents, problems, changes, and critical situations, ensuring service continuity, the best experience for internal customers, and mitigation of risks to the IT environment.
Coordinate the flow of support requests with vendors, routing tickets and requests according to the required level of complexity and specialization.
Serve as the primary point of contact between Randoncorp and support vendors, facilitating technical alignments, tracking deliveries, providing feedback, and identifying opportunities for continuous improvement.
Ensure adherence to IT Governance, Enterprise Architecture, and Information Security guidelines, advising internal customers and partners on best practices and corporate requirements.
Analyze recurring issues, identify root causes, and propose systemic improvements, working with project and development teams to increase solution stability and efficiency.
Support the management and evolution of system integrations, APIs, and change processes, contributing to the governance and reliability of the application ecosystem.
Act as guardian of support models and processes, ensuring internal teams and vendors follow the organization's established strategies, standards, and practices.
Monitor user perception and satisfaction regarding provided services, driving continuous improvement actions and strengthening relationships with internal customers.
Work collaboratively with Infrastructure, Security, Project, and other Technology teams, ensuring end-to-end visibility in problem resolution and service evolution.
Support the software lifecycle and contract management related to support activities, performing licensing, consumption, and compliance analyses with vendors and responsible areas.
Contribute to the documentation, standardization, and dissemination of knowledge for the processes and systems under your responsibility, promoting greater operational efficiency and risk reduction.