Systems Support Analyst – Junior

Jobtailor; São Paulo; Presencial; BRL 60 000 - 120 000; Tempo integral

Resumo da oferta

Jobtailor in São Paulo is seeking a skilled IT incident analyst to handle medium- to high-complexity issues, troubleshoot SQL databases, and monitor support from detection to resolution.

You will lead root-cause analysis and coordinate with technical teams to ensure rapid diagnosis and fix, contributing to sustained customer success and service quality.

Qualificações

• Bachelor's degree in a related field or nearing completion.
• Strong knowledge of KPIs and OKRs and their methodologies.
• Proficiency in Excel and PowerPoint for data analysis and reporting.
• Familiarity with agile principles and methodologies (Scrum, Kanban).
• Experience in log and systems analysis and SQL.
• Experience troubleshooting APIs.
• Proficient with common commercial ITSM tools.
• Knowledge of Claude.</br>
• Knowledge of ITIL.

Responsabilidades

• Analysis and handling of medium- and high-complexity incidents, including troubleshooting in SQL databases and logs.
• Monitor customer support from identification of events through resolution.
• Lead and share troubleshooting and root-cause analysis with the team.
• Take a leading role in customer sustainment, interacting with technical departments for rapid diagnosis and resolution.

Conhecimentos

SQL

Log Analysis

Data Analysis

Troubleshooting APIs

KPI Knowledge

OKR Methodologies

Agile methodologies

Scrum

Kanban

ITSM tools

Claude

ITIL

Formação académica

Bachelor's degree in Systems Analysis and Development

Information Systems

Computer Science

Related fields

Ferramentas

Excel

PowerPoint

ITSM tools

Claude

Descrição da oferta de emprego

• Analysis and handling of medium- and high-complexity incidents, including troubleshooting in SQL databases, working with logs and operational processes;

• Monitor customer support from identification of unexpected events through resolution of requests and incidents;

• Lead, guide, and share troubleshooting and root-cause analysis of problems and incidents with the team;

• Take a leading role in customer sustainment, interacting with technical departments to achieve rapid diagnosis and resolution.

Requirements

• Bachelor's degree completed or in the final semester in Systems Analysis and Development, Information Systems, Computer Science, or related fields;
• Strong knowledge of KPIs and OKRs and their methodologies;
• Proficiency in Excel and PowerPoint for data analysis and report production;
• Familiarity with agile principles and methodologies (Scrum, Kanban);
• Previous experience in log and systems analysis and SQL;
• Experience troubleshooting APIs;
• Proficient with common commercial ITSM tools;
• Knowledge of Claude;
• Knowledge of ITIL.

Hard Skills

• SQL
• Log Analysis
• Data Analysis
• Troubleshooting APIs
• KPI Knowledge
• OKR Methodologies

Soft Skills

• Leadership
• Guidance
• Collaboration