Operations Analyst II

We are looking for an IT Operations Analyst to join our corporate support team. The candidate will be responsible for all support and maintenance of the various systems within the structure, as well as monitoring and handling the entire backlog of incidents and requests, planning and acting on changes, and problem management. They will also be responsible for acting as an intermediary between the business and IT, interfacing between areas, and increasing synergy and proximity with the business. They will be responsible for technical leadership, impact measurement, and communication in Crisis rooms, investigation and “war room” activities, as well as acting on audit demands, vendor management, and ticket prioritization.

Responsibilities and duties

• Provide continuous support and maintenance for the systems and technologies existing in the structure, ensuring environment availability and performance, focusing primarily on HR systems and Zendesk, but not limited to these.
• Act effectively and efficiently in crisis/investigation rooms, technically leading the rooms and directing vendors, technicians, and partners for rapid environment restoration.
• Implement new monitoring and support existing monitoring, ensuring they are effective and enable rapid identification of eventual failures and interruptions, as well as possible automations (Self-healing).
• Develop scripts (SQL, Power Shell, Shell Script, Batch, VBS, Java, etc.) to automate workaround and/or definitive solutions, and the generation/extraction of business metrics.
• Keep the knowledge base updated, sharing knowledge within and outside the team for knowledge dissemination and equalization of all members.
• Work in collaboration with other members of the IT team and other IT areas, including the business, to ensure effective service and communication.
• Document configurations, architecture, processes, and procedures of the systems for easy identification and clarification of functional, procedural, and/or technical doubts.
• Monitor and manage the backlog of incidents and requests, interfacing with vendors/partners, ensuring quality service and compliance with deadlines (SLA) established in contracts, and acting with prioritization of service as needed.
• Manage the problem backlog, as well as acting in root cause identification and developing definitive solutions, minimizing recurrences and reducing ticket volume.
• Analyze, plan, control, monitor, and execute changes in the structure's environments.
• Act with other activities pertinent to IT support.
• Conduct meetings with internal clients (Finance, People and Sustainability, CSC, etc.);

Requirements and qualifications

• Degree (Completed) in Information Technology.
• Minimum of 3 years of experience in support and maintenance of HR tools, preferably FPW/LG.
• “Hands-on” technical profile for effective action in support and maintenance.
• Technical English for reading.
• ITIL V4 Foundation certification.
• Knowledge of HR processes and flows.
• Knowledge of backoffice systems (Finance, Tax, Fiscal);
• Knowledge of monitoring tools Dynatrace, Zabbix, Grafana or similar.
• Problem-solving capacity working in a collaborative and assertive manner.
• Excellent verbal and written communication.
• Analytical vision and critical sense for problem-solving.
• Ownership mindset, Resilience, and empathy.

Desirable:

• Knowledge of the Oracle ERP system (EBS);
• Knowledge of the RFM Module of Retail;
• Knowledge of Fiscal Messaging and Speed systems;
• Knowledge of Treasury Systems (Gesplan);
• Knowledge of SQL language, for developing scripts in MS SQL Server and Oracle databases.
• Experience in Quality tools (5W2H, Pareto, PDCA, etc).
• Experience in support and maintenance of the Zendesk tool.
• Fluency in English (reading, writing, and conversation).
• Knowledge of automation / RPA tools.
• Advanced knowledge of the Zendesk platform.
• Knowledge of systems architecture, integrations, operating systems, and MS SQL Server and Oracle databases.
• Experience in at least one programming “language” (Java, Shell, Power Shell, VBS, Python, etc.) for script / automation development.

Additional information

The application deadline for internal candidates is until 09/20/2025