Mid-Level Support Analyst

🔥 13 hours ago

🇧🇷 Brazil – Remote

⏰ Full Time

🟢 Junior

🟡 Mid-level

📞 Support Engineer

🚫👨‍🎓 No degree required

👻 Ghost score 10%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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CI&T

WebsiteLinkedInAll Job Openings

5001 - 10000 employees

Founded 1995

💼 Consulting

🏥 Healthcare

📣 Marketing

💰 $5.5M Venture Round on 2014-04

Consulting • Healthcare • Marketing

CI&T is a global tech transformation specialist focusing on helping organizations navigate their technology journey. With services spanning from application modernization and cloud solutions to AI-driven data analytics and customer experience, CI&T empowers businesses to accelerate their growth and maximize operational efficiency. The company emphasizes digital product design, strategy consulting, and immersive experiences, ensuring a robust support system for enterprises in various industries.

📋 Description

• Operate and optimize the ticket lifecycle (Incidents, Service Requests, Problems, and Changes), ensuring compliance with SLAs/OLAs and impact-/urgency-based prioritization • Map and monitor strengths and weaknesses throughout the customer journey; propose and execute continuous improvement plans • Create and maintain performance dashboards and reports (KPIs/OKRs), applying critical analysis to guide decisions • Operate and enhance Jira Service Management and Jira Software, including queues, forms, workflows, automations, SLAs, integrations, and the knowledge base • Define, document, and improve processes aligned with ITIL v4 (Incident, Problem, Change, Request, CMDB, and Service Catalog), with governance and compliance • Coordinate Major Incidents and stakeholder communications • Promote Knowledge Management (KCS) best practices, runbooks, and playbooks; train teams on processes and tool usage • Collaborate with SRE, DevOps, NOC, Support, and Product teams to reduce recurrence and increase resilience • Work in a cross-functional customer-facing area, combining operational management of queues, SLAs, incidents, and requests with the analysis and improvement of Service Management processes

🎯 Requirements

• At least 2 years of experience in a similar environment • Experience coordinating Major Incidents and communicating with multiple stakeholders (technical and executive), with verifiable positive results • Hands-on experience with at least one ITSM platform (ServiceNow, Jira Service Management, BMC Remedy/Helix, Zendesk, or Freshservice), including queue, SLA, and automation configuration • Analytical skills for building reports/dashboards and making data-driven decisions, with proficiency in a BI tool (Power BI, Tableau, or equivalent) • Knowledge of monitoring/observability for alert analysis and basic correlation (Grafana, Datadog, New Relic), as well as integration with incident response tools (PagerDuty, Opsgenie) • Excellent verbal and written communication, negotiation, and expectation-management skills • ITIL certification is a plus • Technical background (Developer, DevOps, or BI) is a plus • Advanced English proficiency is a plus

🏖️ Benefits

• Health and dental insurance • Meal and food allowance • Childcare assistance • Extended paternity leave • Partnerships with gyms and health and wellness professionals via Wellhub (Gympass) and TotalPass • Profit Sharing and Results Participation (PLR) • Life insurance • Continuous learning platform (CI&T University) • Discount club • Free online platform dedicated to physical, mental, and overall well-being • Pregnancy and responsible parenting course • Partnerships with online learning platforms • Language learning platform • Health and Well-being team, inclusion specialists, and affinity groups • Support and accommodations for people with disabilities during the selection process