Systems Support Analyst (Mid-level)

Systems EngineerSystems EngineerFull TimeRemoteSeniorTeam 1,001-5,000H1B No SponsorCompany SiteLinkedIn

Location

Brazil

Posted

2 days ago

Salary

0

Seniority

Senior

Bachelor DegreePortugueseITSMJavaScriptLinuxServiceNow

Job Description

Systems Support Analyst (Mid-level)

Almaviva Solutions

• Provide first- and second-level technical support to users of the HCL Digital Experience (DX) platform, assisting content authors, administrators and other corporate portal users. • Guide users on how to use the platform features, clarifying questions about navigation, content management, permissions, publication workflows and other available resources. • Receive, log, classify, prioritize and track tickets from multiple channels (service portal, e-mail, phone and chat), ensuring compliance with established SLAs. • Perform technical triage of requests, identifying incidents, service requests, operational questions and improvement opportunities. • Investigate, reproduce and diagnose issues reported by users, collecting evidence, logs and technical information that help identify the root cause. • Resolve portal-related incidents whenever possible, or escalate to development, infrastructure teams or vendors, following up on the case until completion. • Continuously monitor the lifecycle of tickets, maintaining clear, concise and proactive communication with users about the status of their requests. • Create and keep the knowledge base up to date by producing operational procedures, manuals, FAQs, tutorials and technical articles to support users and internal teams. • Deliver basic training and guidance to users on platform usage, promoting greater autonomy and reducing recurring incidents. • Support content publishing and management activities when required, advising on best practices for platform usage. • Identify trends in recurring incidents and propose preventive actions and opportunities to improve support processes and portal usability. • Act as a liaison between users, technical teams, development and infrastructure, ensuring proper information flow and tracking of requests. • Participate in acceptance testing and functional validation of fixes and improvements implemented on the platform. • Ensure correct documentation of performed activities, securing traceability, service history and compliance with ITSM processes. • Contribute to continuous improvement of support processes, service quality and user satisfaction.

Job Requirements

  • Experience supporting end users using ITSM tools (ServiceNow, GLPI, Jira Service Management, Zendesk, OTRS or similar).
  • Experience logging, handling, prioritizing and tracking incidents and service requests, adhering to SLAs.
  • Knowledge of content management (CMS), preferably with corporate portal platforms.
  • Experience with HCL Digital Experience (HCL DX/WebSphere Portal) is a significant differential.
  • Experience with content publishing, page management, approval workflows and permission control in CMS platforms.
  • Experience producing technical documentation, knowledge base articles, operational procedures and training materials.
  • Knowledge of ITIL concepts, especially Incident, Request, Problem and Change Management.
  • Experience interacting with multidisciplinary teams including development, infrastructure, database and information security.
  • Basic knowledge of HTML, CSS, JavaScript, HTTP, web navigation, digital certificates and authentication concepts will be considered advantages.
  • Knowledge of application servers (IBM WebSphere Application Server or Liberty), Linux and Windows will be considered a plus.
  • Desired Courses and Certifications:
  • ITIL Foundation.
  • Certifications in ITSM tools, such as Jira Service Management Administrator, ServiceNow Fundamentals or equivalents.
  • Courses in IT Service Management (ITSM).
  • Training in CMS platforms and Corporate Portals.
  • Training or certifications in HCL Digital Experience (HCL DX/WebSphere Portal) will be considered an advantage.
  • Academic Qualification: Bachelor's degree in Information Technology (IT).

Benefits

  • Medical assistance
  • Meal allowance
  • Transportation allowance (if role is hybrid or on-site)
  • Childcare assistance
  • Life insurance
  • Profit-sharing (PLR)
  • Psychological support / Employee Assistance Program
  • Employee referral program with rewards for successful referrals
  • Partnerships with educational institutions for English/Spanish language courses, post-graduate and technical courses
  • Partnerships with SESC / SENAC
  • Dental plan
  • GYMPASS
  • Veloe
  • Insurance discounts
  • Employee discount club and more

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