ITS Analyst (São José dos Campos/SP)

Ball Corporation; São José; Hybrid; BRL 120,000 - 180,000; Full time

Job summary

Ball Corporation is seeking an ITS Analyst to act as a Tier 2 support resource for its Esko environment, helping ensure stability and performance of packaging workflows. You will partner with business users and global IT teams to resolve complex issues and manage access.

The role focuses on Esko WebCenter and Automation Engine, with a strong customer-service orientation and English communication for a global user community. Hybrid on-site work is available.”

Qualifications

• Bachelor's degree in Information Technology, Computer Science, or related field.
• Hands-on experience supporting Esko solutions, especially Esko WebCenter and Automation Engine.
• Experience providing Tier 2 technical support and troubleshooting complex issues.
• Strong customer service orientation and ability to communicate with users and technical teams.
• Professional proficiency in English with global support capability.
• Experience with ITIL-based processes and ServiceNow is a plus.
• Spanish language skills are desirable.

Responsibilities

• Provide Tier 2 support for Esko solutions, including troubleshooting, issue resolution, and end-user assistance.
• Manage user access, permissions, and administration within Esko environment.
• Support and resolve issues related to Esko WebCenter and Automation Engine.
• Collaborate with business users and global IT teams to ensure efficient workflows.
• Monitor support requests and ensure timely incident resolution with strong customer focus.
• Contribute to process improvements, knowledge documentation, and best practices.

Skills

Customer service

Problem solving

Team collaboration

English proficiency

Education

Bachelor's degree in IT/CS or related field

Tools

Esko WebCenter

Automation Engine

ServiceNow

Job description

At Ball, integrity and trust are the foundation of who we are. Guided by our core values—"We Care. We Work. We Win."—we create a culture where every voice matters and every idea drives progress.
Further your career at Ball, a world leader in manufacturing sustainable aluminium packaging. Achieve extraordinary things when you join our team, and make a difference in your professional development, the community, and around the globe!
Create a new future.

Your Opportunity to Make an Impact

At Ball, every role contributes to something bigger. Learn how this opportunity will allow you to grow your career while making a lasting impact on our business, our communities, and our planet:

The ITS Analyst will serve as a key Tier 2 support resource for Ball’s Esko environment, helping ensure the stability, performance, and effectiveness of critical packaging and graphics workflows. This role partners with business users and global IT teams to resolve complex technical issues, manage user access, and deliver a high level of customer support in a global environment.

How You'll Make a Difference

The responsibilities below represent more than daily tasks. They are opportunities to make a difference, collaborate with talented colleagues, and contribute to meaningful outcomes:

• Provide Tier 2 support for Esko solutions, including troubleshooting, issue resolution, and end-user assistance.
• Manage user access, permissions, and administration activities within the Esko environment.
• Support and resolve technical issues related to Esko WebCenter and Automation Engine.
• Collaborate with business users and global IT teams to ensure efficient operation of packaging and graphics workflows.
• Monitor support requests and ensure timely resolution of incidents while maintaining a strong customer service focus.
• Contribute to process improvements, knowledge documentation, and best practices to enhance support effectiveness and user experience.

What Helps You Thrive in This Role

We're looking for curious minds, collaborative spirits, and motivated professionals ready to make an impact. Here are the skills and experiences that will help you succeed in this role:

• Bachelor's degree or college-level education in Information Technology, Computer Science, or a related field.
• Hands-on experience supporting and administering Esko solutions, particularly Esko WebCenter and/or Automation Engine.
• Experience providing Tier 2 technical support and troubleshooting complex application issues.
• Strong customer service orientation and ability to communicate effectively with business users and technical teams.
• Professional proficiency in English, with the ability to support a global user community.
• Experience with ServiceNow and ITIL-based support processes is considered a plus.
• Spanish language skills are desirable.

Additional Information

• Location: São José dos Campos/SP
• Hybrid On-Site Work Environment: This position requires regular in-person engagement by working on-site for three (3) days per work week (with core collaboration days of Tuesday, Wednesday and Thursday) or remote from the location of the candidate. Remote work may also be considered, depending on the candidate’s distance from the Ball office.

Ball Corporation is an Equal Opportunity Employer. We actively encourage applications from everybody, regardless of gender, age, ethnicity, faith, ability, or orientation. Our products range from infinitely recyclable aluminium cans, cups to aerosol bottles solutions that enable our customers to contribute to a better world.
Each of us has a deep commitment to diversity and inclusion which is the foundation of our culture of belonging. Everyone at Ball is making a difference by doing what we love. Because what we create may change, but what we will always make is a difference.
Please note the advertised job title might vary from the job title on the contract due to local job title structure and global HR systems.

Job Grade: Global Grade 9