Role Description We are looking for a skilled Cloud Services Support Analyst who is responsible for installation, configuration, administration, and maintenance of networks, and computer systems. Provide technical support and troubleshoot problems on Hosting customer’s systems as appropriate in a Microsoft Azure hosting environment. - Support/administer/maintain all Hosting customer systems as appropriate (Microsoft Azure) - Support/administer/maintain all Hosting customer backup/restore processes - Support/administer/maintain Hosting infrastructure monitoring systems - Support/administer/maintain all system security related issues - Maintain iMIS knowledge to effectively support and upgrade Hosting customer’s iMIS systems as necessary - Azure Automation - User account administration for all Hosting customers - Azure SQL database management/administration activities for Hosting customers as necessary - SQL Managed Instance management/administration activities for Hosting customers as necessary - SQL Server database management/administration activities for Hosting customers as necessary - Upgrade iMIS implementation to latest release as necessary - Support ASI initiatives as necessary/required - Administering Hosting Issues Management queue as necessary - Participate in quarterly Departmental and Corporate BSC reviews - Manage attainment of personal BSC initiatives - Complete yearly professional development initiatives - Mentor team members as necessary - Address Hosting Issues Management queue items in a timely fashion and close as required - Participate in Hosting On Call program - Other duties as assigned by Manager, Hosting Operations, Global Director of Technical Support or Senior Management Qualifications - 3-5 years of IT/Cloud experience delivering and supporting technology solutions - Microsoft Azure Administration - iMIS systems management experience - Good oral, written, analytical, and people skills - Ability to work independently in a fast-paced technology environment - Azure SQL administration skills - Azure Automation - Zendesk Ticketing system - Understanding of ASP .NET and related technologies - Understanding of IIS technologies - Understanding of virtualization technologies - Strong Microsoft operating system and applications knowledge - Basic iMIS knowledge - Some after hours and weekend work is required to support product upgrades and on call Hosting support. Benefits - Generous Paid Time Off - Optional Private Medical Insurance - Wellness Benefits - Retirement Pension Plan - Opportunities for Professional Growth and Development - Volunteer Time Off - Study Leave - Flexible remote working

• Always provides exceptional customer service • Provides initial support troubleshooting, answering questions and resolving basic problems and issues related to LAN/WAN-based software, desktop computing equipment, printers, network status and applications • Gathers information about the issue from the customer • Assists with simulating user issues to resolve • Escalates unresolved interactions appropriately • Documents all relevant customer interaction information thoroughly in the service management system • Analyzes basic issues and arrives at workable solutions • Provides callbacks or follow-up with the customer as necessary to close the ticket • Utilizes the call tracking system accurately, quickly, and efficiently recording all interactions with customers while consistently meeting established Service Desk Key Performance Indicators (KPI) • Performs routine procedures to remedy issues or when requested • Keeps customers informed of the status of their request • Assists with providing technical hints and tips to proactively assist customers

• Conduct interviews with key users and client teams to map and document existing workflows and systems within the prosecutor's office. Identify routines, bottlenecks, and unmet needs. Document the current process flow (AS-IS) in a clear and structured manner. • Based on the AS-IS assessment and in collaboration with the implementation consultancy and the client, participate in designing the optimized workflow and the future solution (TO-BE) within the case management system. Translate client needs by preparing a vision document. • Perform low- and high-complexity configurations and parameterization of the case management system according to the requirements identified in the TO-BE design. This includes configuring user profiles, permissions, workflows, document types, and other elements, ensuring adherence to the specific requirements of the prosecutor's office. • Develop test scenarios and validate the execution of functional and integration tests for the configured system. • Identify, log, and track the resolution of non-conformities (bugs or deviations from requirements). • Conduct client acceptance (homologation). • Provide intensive on-site or remote support during the system's go-live phase. Assist users with ad hoc troubleshooting and ensure a smooth transition to the new operation. • Collaborate on defining and managing the content production schedule, participating in meetings with clients and stakeholders to align expectations. Support the analysis of project diagnostic data and convert it into strategic content and communication plans, ensuring the materials meet real user needs. • Execute the technical and pedagogical development of content, including video recording, video scripting and timing, writing articles, creating exercises, and producing tutorials, all under review processes. Manage tasks and production deadlines, and keep the knowledge base (text, images, and videos) continuously updated as the system and client demands evolve. • Monitor access and engagement metrics for published materials, proposing and implementing optimizations to improve content performance and clarity. Support and directly conduct client training sessions using the produced materials as teaching aids to ensure effective knowledge transfer to end users.

**Nessa vaga, você irá... ** • Configurar e manter workflows operacionais conforme regras de negócio definidas; • Desenvolver automações de processos, incluindo regras condicionais, exceções e validações; • Configurar e monitorar integrações entre sistemas (APIs, webhooks, serviços externos); • Atuar em conjunto com BI e IA para operacionalizar decisões analíticas no sistema; • Identificar falhas em fluxos automatizados e propor melhorias estruturais; • Garantir documentação técnica das configurações realizadas; • Apoiar testes funcionais e validação de regras implementadas; • Contribuir para padronização e governança dos fluxos automatizados.