Service Desk Analyst - Senior Level

Globant; Teletrabalho; BRL 80.000 - 120.000; Tempo integral

Resumo da oferta

A leading technology company is looking for a Senior Service Desk Analyst to enhance business solutions in a digital environment. Candidates should have strong analytical skills and intermediate English. The role involves managing support tickets, performing technical diagnostics, and ensuring all incidents comply with Service Level Agreements (SLAs). Experience in Tier 2 support and proficiency in tools like Jira and ServiceNow are essential. Join us to drive digital transformation and foster innovation.

Serviços

Comprehensive benefits package

Equal Opportunity Employer

Commitment to diversity and inclusion

Qualificações

• Intermediate English (B2+) required.
• Experience in Technical Support or Application Support is necessary.
• Proficiency in ITSM tools such as Jira or ServiceNow.

Responsabilidades

• Conduct thorough investigations into complex technical incidents escalated from Tier 1 support.
• Perform technical diagnostics and modify system configurations.
• Oversee data flows and system integrations; verify file delivery.
• Identify origin of issues through Root Cause Analysis.
• Manage the full lifecycle of support tickets.
• Maintain tracking of the incident queue to ensure SLA compliance.
• Follow up with stakeholders to provide updates.

Conhecimentos

Intermediate English (B2+)

Deep‑Dive Investigation

System Optimization

Data & Integration Monitoring

Root Cause Analysis (RCA)

Ticket Lifecycle Management

Queue & SLA Oversight

Stakeholder Communication

Proactive Ecosystem Improvement

Previous experience in Tier 2 Technical Support or Application Support

Proficiency in Jira or ServiceNow

Ferramentas

Jira

ServiceNow

Descrição da oferta de emprego

At Globant, we are working to make the world a better place, one step at a time. We enhance business development and enterprise solutions to prepare them for a digital future. With a diverse and talented team present in more than 30 countries, we are strategic partners to leading global companies in their business process transformation.

We seek a Service Desk Analyst Senior Level who shares our passion for innovation and change. This role is critical to helping our business partners evolve and adapt to consumers’ personalized expectations in this new technological era.

What will help you succeed:

• Intermediate English (B2+)
• Deep‑Dive Investigation: Conduct thorough investigations into complex technical incidents escalated from Tier 1 support.
• System Optimization: Perform technical diagnostics and exercise autonomy to modify system configurations, server parameters, and business logic rules (without direct source‑code access).
• Data & Integration Monitoring: Oversee data flows and system integrations; verify file delivery, monitor processing status, and troubleshoot transmission failures.
• Root Cause Analysis (RCA): Identify the origin of issues by validating whether incidents stem from systemic bugs, infrastructure failures, or operational (user) errors.
• Ticket Lifecycle Management: Manage the full lifecycle of support tickets in tools such as Jira and ServiceNow, ensuring no issues remain stagnant.
• Queue & SLA Oversight: Maintain rigorous tracking of the incident queue to ensure strict compliance with Service Level Agreements (SLAs).
• Stakeholder Communication: Perform consistent follow‑ups with involved departments, providing stakeholders with clear status updates and Estimated Time of Resolution (ETR).
• Proactive Ecosystem Improvement: Look beyond the monitoring dashboard to proactively manage system improvements and cross‑functional demands within the company’s broader technical ecosystem.
• Experience: Previous experience in Tier 2 Technical Support or Application Support.
• Proficiency in Jira, ServiceNow, or similar ITSM tools.

This job can be filled in location #LI-Remote

Create with us digital products that people love. We will bring businesses and consumers together through AI technology and creativity, driving digital transformation to positively impact the world.

At Globant, we believe in fostering a diverse and inclusive workplace where everyone feels valued and respected. We are an Equal Opportunity Employer committed to creating a thriving and inclusive environment for all employees and candidates, regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, veteran status, or any other legally protected characteristic. If you need any assistance or accommodations due to a disability, please let us know by applying through our Career Site or contacting your assigned recruiter.

We may use AI and machine learning technologies in our recruitment process. Compensation is determined based on skills, qualifications, experience, and location. In addition to competitive salaries, we offer a comprehensive benefits package. Learn more about our commitment to diversity and inclusion and Globant’s Benefits.