ACOM Sistemas

Analyst

• Lead ERP implementation projects following the company's methodology
• Gather requirements and map client processes
• Configure the system according to business rules
• Deliver user training
• Execute functional tests and support user acceptance
• Monitor project schedule and record activity progress
• Identify risks and propose mitigation plans
• Support project transition to the support team
• Prepare technical and functional implementation documentation
• Work closely with leadership and collaborate with clients and internal teams

Implementation Analyst

Support Engineer

• Provide excellent 1st- and 2nd-level support for the company's administrative and operational system modules to external clients via chat, email, and phone using the Movidesk platform;
• Analyze, reproduce/simulate, and resolve issues reported by clients, with a focus on root cause analysis;
• Identify and implement workarounds for operational, financial, and system incidents to mitigate the impact on clients;
• Log clear and concise information in the system to document support interactions;
• Monitor SLAs and manage follow-ups with clients, partners, and internal teams;
• Analyze customer request data to assess urgency and prioritize resolutions;
• Build and maintain strong relationships with internal and external stakeholders;
• Proactively monitor for potential issues and propose solutions to the team to reduce bug incidence and incoming support tickets.

Mid-level Support Analyst

Systems Engineer

• Active monitoring: monitor in real time the health dashboards of servers, services, internet links and application metrics
• Incident management: identify, log (via ITSM tools such as GLPI, Jira Service Desk, etc.) and classify critical alerts and incidents
• First-level resolution: execute standard operating procedures (SOPs) for rapid mitigation of failures (e.g., restart stuck services, free disk space, apply simple patches)
• Escalation: engage Level 2 and 3 teams (Infrastructure, DBA, DevOps or Development) when specialized intervention is required, monitoring the resolution SLA
• Log and performance analysis: investigate root causes of system slowdowns and basic contention/locking in database environments
• Crisis communication: keep stakeholders, management and business areas informed about critical incidents and estimated recovery times (RTO).

Systems and Infrastructure Monitoring Analyst

• Respond to customers via real-time chat;
• Log, classify, and route tickets according to operation-defined criteria;
• Resolve low-complexity issues within the same interaction;
• Collect complete information for correct escalation to triage or L2;
• Follow scripts, playbooks and knowledge base to standardize support;
• Ensure correct ticket categorization (module, category, severity, and problem type);
• Maintain organization and control of the volume of simultaneous interactions;
• Contribute to reducing reopens and rework in support;
• Help identify recurring incidents and report patterns to the triage team;
• Meet response and quality SLAs defined by the team.

Implementation Analyst

Mid-level Support Analyst

Systems and Infrastructure Monitoring Analyst

ERP Support Analyst