Support Analyst

QiBit; Brasil; Teletrabalho; BRL 60 000 - 100 000; Tempo integral

Resumo da oferta

QiBit in Brazil seeks a proactive IT Support Analyst to resolve incidents with best practices, coordinate with L2/L3 teams and partners, and drive platform reliability improvements.

You will document processes, support deployments, collaborate across squads, and provide reliable assistance to business users while building strong relationships and maintaining quality under pressure.

Qualificações

• Graduation in IT or related field, or 3+ years in tech support.
• Experience with Jira Service Management and Jira Software.
• Understanding of digital technologies and incident management.

Responsabilidades

• Resolve assigned issues using best practices and leverage partner support.
• Drive operational and platform improvements based on incidents.
• Implement and trigger common support activities.
• Support scheduled activities like deployments.
• Provide support to business users as needed.
• Document and build understanding of the platforms.

Conhecimentos

People skills

Communication skills

Incident management

Jira/Jira Service Management

Dashboarding tools

AWS familiarity

Formação académica

Bachelor's degree in IT or related field

Ferramentas

Jira Service Management

Jira Software

SCCD

Descrição da oferta de emprego

Key Accountabilities:

• Resolve issues that are assigned, using best practices, support from L2 and L3 partners and other sources.
• Drive operational and platform improvement based on incident resolution and the need to improve supportability and reliability of the platform.
• Implement and trigger common support activities.
• Manage and support scheduled activities like platform/application deployments as required.
• Provide support to business users as necessary.
• Continue to document and build understanding of the platforms.
• Coordinates with other support organizations to manage escalated issues.
• Mobilizes appropriate stakeholders and resources to get issues resolved.
• Will work across multiple Squads or across multiple lines of business.

Knowledge & Experience:

• Preferred education/ qualifications: Graduate level (Bachelors or higher) degree in Information Technology or related field.
• Significant technical centric job experience (3+ years) can count in place of technical degree.
• Experience working with Support Management Tools and Ticketing Platforms (Jira Service Management, Jira Software).
• Understanding of Digital Technologies and common problem areas.

Specific Knowledge & Experience:

• Knowledge of Technical Support and Incident Management tools (Jira, SCCD and others).
• Grasp of methodologies, frameworks and tools to manage supports and incidents in an Agile working environment.
• Knowledge of Incident and Technical Support Lifecycle and incident Management.
• Knowledge and experience of supporting online and digital platforms, preferred experience with Digital and customer facing web portals and mobile applications.
• Familiarity with proactive support tools, dashboarding tools and Amazon Web Services are highly desirable.

Good people skills and attention to detail working across multiple functional teams to ensure issue resolution. Good technical experience – familiarity with the digital delivery lifecycle, digital technologies and platforms Strong written and verbal communication skills, ability to form strong business relationships across all functions. Comfortable in a Digital First Environment – Passionate about building out Digital Solutions for customers. Timeliness in all actions with quality consciousness towards services received and provided. Works collaboratively with stakeholders and team members to deliver the best results for the customer and to remove barriers of execution. Demonstrates strong ability to work under pressure with multiple competing priorities.