• Own day-to-day administration of Zendesk Suite (Support, Guide, Chat, Talk, Explore) across multiple Allegion brand instances. • Design, develop, and maintain branded Help Center sites using HTML and CSS, including custom Copenhagen theme modifications and reusable article templates. • Build, configure, and continuously improve AI-powered chatbots and automated flows using Zendesk Flow Builder, Answer Bot, and Zendesk AI Agents. • Configure and optimize ticket routing, triggers, automations, macros, views, SLAs, and business rules to support evolving operational needs. • Partner with cross functional IT, Customer Success, and product teams to translate business requirements into scalable Zendesk solutions. • Manage user roles, permissions, groups, and organizations across multi-brand environments with appropriate access controls. • Build and maintain custom dashboards and reports in Zendesk Explore to surface actionable insights for leadership and operations teams. • Evaluate, implement, and support third-party Zendesk Marketplace apps and API integrations to extend platform capability. • Lead chatbot conversation design including intent mapping, fallback handling, and handoff-to-agent logic. • Ensure platform health through regular audits, data hygiene practices, and compliance with security and privacy policies. • Serve as the internal subject matter expert on Zendesk, providing training and guidance to support team members and administrators.

• Execute and monitor settlement operations for cards, boletos (bank slips), and PIX with external partners. • Execute and monitor onboarding/registration of new clients. • Provide support for internal tickets and assist in resolving issues. • Participate in organizing the product backlog, prioritizing what delivers the most value to customers and the business. • Write simple user stories and acceptance criteria for the technical team. • Contribute to market research and competitor comparisons. • Participate in agile ceremonies (daily stand-ups, reviews, refinements). • Monitor deliveries and the progress of requests.

• Manipulate data and complete analyses related to physician performance. • Calculate physician performance relative to defined objectives and benchmarks. • Calculate corresponding compensation and bonuses. • Produce performance reports and financial statements. • Respond to physician inquiries from assigned medical groups.

• Levantar e documentar os requisitos funcionais e não funcionais, utilizando técnicas como entrevistas, workshops e questionários; • Realizar a modelagem de processos utilizando ferramentas e notações como BPMN e UML; • Elaborar documentos técnicos claros, incluindo especificações de requisitos, casos de uso, histórias de usuário e critérios de aceitação; • Acompanhar o andamento dos projetos através de ferramentas de gerenciamento (ex.: JIRA, Trello, Microsoft Project), garantindo o cumprimento dos prazos e a qualidade das entregas; • Colaborar com as equipes de desenvolvimento, negócios e testes para identificar e implementar melhorias nos processos e soluções; • Contribuir com a análise de dados e métricas para a tomada de decisões informadas e a validação dos requisitos; • Apoiar na realização de testes de aceitação e integração para assegurar que os requisitos foram plenamente atendidos.