Systems Support Analyst (Mid-level)

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Almaviva Solutions

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

🛍️ eCommerce

☁️ SaaS

IT Services • eCommerce • SaaS

Almaviva Solutions is a provider of innovative IT solutions and services, specializing in digital transformation, cloud services, and customer engagement. The company leverages technology to help businesses improve their operations and enhance customer experiences through tailored solutions that meet specific industry needs.

📋 Description

• 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.

🎯 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