Application Support Analyst providing support for American Pacific Mortgage's software applications. Ensuring operational efficiency by tracking and resolving end - user issues effectively.
SC
Hybrid Systems Support Analyst
Posted last month
About the role
- Support Analyst providing first-level assistance to business areas using Jira. Engaging with critical systems that account for significant revenue in a hybrid role in São Paulo.
Responsibilities
- Provide first-level support to business areas via Jira;
- Classify, prioritize, and enrich tickets with information and evidence;
- Apply solutions for simple issues and escalate more complex requests to Level 2 (N2);
- Track tickets through to resolution, keeping the ticket consistently updated;
- Act as an interface between the business area and technical teams such as Infrastructure, Service Desk, and Governance;
- Monitor performance indicators and critical tickets;
- Use tools such as Jira and Datadog for triage and monitoring;
- Support the system responsible for 83% of the company's revenue, serving sensitive areas such as Authorization, Call Center/Customer Service, and Billing.
Requirements
- Bachelor's degree completed or in progress in Information Systems, Computer Science, Computer Engineering, or related IT technology programs;
- 1+ years of experience in user support, technical support, or systems analysis;
- 1+ years of experience with IT production control;
- Good communication skills and ability to work with different areas of the company;
- Experience with tools such as Jira and monitoring tools (Datadog or similar);
- Ability to distinguish between technical issues and business behavior (troubleshooting).
Benefits
- Transportation allowance
- Meal allowance
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Location requirements
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