Systems Support Analyst I

Jobtailor; Caxias do Sul; Presencial; BRL 120 000 - 180 000; Tempo integral

Resumo da oferta

Jobtailor in Brazil, Rio Grande do Sul, is seeking a competent IT incident management professional to oversee incident, problem, and change handling. You will investigate incidents, analyze logs, and work with vendors to resolve systemic issues while ensuring governance and traceability.

The role demands strong communication across technical and business areas. The ideal candidate will have ITIL knowledge, experience with relational databases and SQL, and a problem-solving, analytical mindset.

Qualificações

• Bachelor's degree in IT, Systems Analysis, CS, SE or related field (in progress or completed).
• Course or knowledge of the ITIL methodology.
• Experience supporting systems in medium- to high-complexity environments.
• Experience managing incidents, problems, changes and vendor follow-up.
• Knowledge of relational databases and SQL for queries and data analysis.

Responsabilidades

• Manage handling of incidents, problems, crises, and changes with proper prioritization and follow-up.
• Investigate and diagnose incidents via log analysis, integrations, system behavior and evidence.
• Identify root causes and support corrective and preventive actions to reduce recurrence.
• Perform database queries and analyses to support incident investigation and resolution.
• Collaborate with vendors to analyze and resolve systemic issues and monitor SLAs.
• Participate in planning and monitoring deployments and changes per governance.
• Ensure proper recording of incidents, evidence, and actions for traceability.
• Collaborate with Business, Projects, Development, Infrastructure, and InfoSec teams.
• Support evolution of support processes via opportunities for improvement, automation, and monitoring.
• Produce clear and structured communication about incidents, risks, impacts, and action plans.

Conhecimentos

Incident Management

Root Cause Analysis

Log Analysis

SQL Database Queries

System Integrations

APIs

Communication Skills

Analytical Skills

Formação académica

Bachelor's degree in IT or related field

Ferramentas

SQL

APIs

Vendor Tools

Descrição da oferta de emprego

• Manage the handling of incidents, problems, crises, and changes, ensuring proper prioritization, communication, and follow-up until resolution.
• Investigate and diagnose incidents through log analysis, integrations, system behavior, and other available evidence.
• Identify root causes and support the implementation of corrective and preventive actions to reduce recurrence.
• Perform database queries and analyses to support incident investigation and resolution.
• Work with vendors to analyze and resolve systemic issues, monitoring deliveries and agreed service levels.
• Participate in planning and monitoring deployments and changes, following established governance processes and standards.
• Ensure proper recording of incidents, evidence, and actions taken, maintaining traceability of the handling.
• Collaborate with Business, Projects, Development, Infrastructure, and Information Security teams.
• Support the evolution of support processes by identifying opportunities for improvement, automation, and monitoring.
• Produce clear and structured communication about incidents, risks, impacts, and action plans.

Requirements

• Bachelor's degree in progress or completed in Information Technology, Systems Analysis, Computer Science, Software Engineering, or related fields.
• Course or knowledge of the ITIL methodology.
• Experience in systems support in medium- to high-complexity environments.
• Experience managing incidents, problems, changes, and vendor follow-up.
• Knowledge of relational databases and SQL for queries and data analysis.
• Experience in troubleshooting and incident investigation.
• Experience analyzing logs and identifying root causes.
• Knowledge of system integrations and APIs.
• Ability to communicate with technical and business areas.
• Analytical, organized profile with a problem-solving orientation.

Core Competencies

Demonstrates expertise in incident management, problem resolution, and change management within complex IT environments, utilizing strong analytical skills and effective communication to collaborate across technical and business teams.

Highest-signal resume keywords

• Incident Management
• SQL Database Queries
• ITIL Methodology
• Root Cause Analysis
• System Integrations

Hard Skills

• Incident Management
• Problem Management
• Change Management
• SQL
• Log Analysis
• Troubleshooting
• Data Analysis
• System Integrations
• APIs
• Database Queries

Soft Skills

• Analytical Skills
• Organizational Skills
• Problem-Solving Orientation
• Communication Skills

Industry Keywords

• Information Technology
• Systems Analysis
• Software Engineering
• Vendor Management
• Governance Processes