KMM

Support Analyst – Mid-level

KMM

full-time

Posted on:

Location Type: Remote

Location: Brazil

Visit company website

Explore more

✨ AI Apply
Apply

Tech Stack

ServiceNow

About the role

  • Provide first-level support to internal customers by logging, tracking, and resolving tickets according to defined procedures.
  • Perform initial triage and analysis of incidents and requests related to operational systems, ensuring accurate understanding of the issue.
  • Provide functional support to users, advising on proper system use and operational best practices.
  • Record information clearly, concisely, and completely in ticketing systems (ServiceNow and Movidesk), ensuring traceability and an accurate history.
  • Monitor SLAs and response deadlines, ensuring timely follow-up to customers within agreed times.
  • Escalate issues to higher support levels when necessary, maintaining clear, organized, and proactive communication with involved teams.
  • Assist with simple testing, validation, and approval of fixes, system adjustments, or improvements.
  • Work collaboratively with the support team and other departments, contributing to continuous improvement of support and service processes.
  • Prepare and monitor support metrics reports, analyzing ticket volumes, response and resolution times, SLA compliance, and key areas of concern to support management decision-making and identify improvement opportunities.

Requirements

  • High school diploma (technical course or ongoing higher education in IT, Information Systems, Systems Analysis, or related fields is desirable).
  • Previous experience in internal or external customer support, service desk, or first-level support.
  • Basic knowledge of ticket logging, tracking, and handling.
  • Familiarity with ticketing systems (ServiceNow, Movidesk, or similar).
  • Understanding of SLAs, response deadlines, and prioritizing requests.
  • Good verbal and written communication skills.
  • Strong organizational skills, attention to detail, and a sense of responsibility.
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
ticket loggingticket trackingincident analysisfunctional supportsystem testingsystem validationsystem adjustmentsSLA compliancesupport metrics analysis
Soft Skills
communication skillsorganizational skillsattention to detailresponsibilitycollaborationproactive communication