Systems Support Analyst (Mid-level)

Almaviva Solutions

Technical Support Analyst managing user inquiries on HCL Digital Experience platform for corporate portals. Resolving incidents and providing technical support to users in São Paulo.

Posted 7/21/2026full-timeRemote • 🇧🇷 BrazilMid-LevelSeniorWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in providing technical support for HCL Digital Experience (DX) platform, including incident management, content management, and user training. Proficient in ITSM processes and tools, ensuring effective communication and documentation throughout the support lifecycle.

Highest-signal resume keywords

HCL Digital Experience SupportITSM Tools ExperienceContent Management Systems (CMS)Incident ManagementTechnical Documentation Production

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Incident ManagementContent ManagementTechnical SupportHTMLCSSJavaScriptITIL ConceptsService Level Agreements (SLA)TroubleshootingKnowledge Base Creation

Soft Skills

CommunicationProblem-SolvingUser TrainingCollaborationProactive Support

Tools & Technologies

ServiceNowJira Service ManagementGLPIZendeskOTRSIBM WebSphere Application ServerLinuxWindows

Certifications & Qualifications

ITIL FoundationJira Service Management AdministratorServiceNow Fundamentals

Industry Keywords

Digital ExperienceCorporate PortalsContent PublishingApproval WorkflowsUser PermissionsOperational ProceduresContinuous ImprovementTechnical Triage

Tech Stack

Tools & technologies

ITSMJavaScriptLinuxServiceNow

About the role

Key responsibilities & impact

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

What you’ll need

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

Comp & perks

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