Junior IT Services Analyst
Softplan
full-time
Posted on:
Location Type: Remote
Location: Brazil
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Job Level
About the role
- Provide first-level support to a specific client, handling ticket logging, follow-up and responses within agreed SLAs;
- Analyze incidents and requests, validating data, business rules and correct system behavior before any escalation;
- Execute controlled queries and changes in databases, understanding the technical and functional impacts of the actions taken;
- Act as the communication focal point between the client and the development team, ensuring clarity of information and smooth service delivery;
- Keep technical and functional records up to date, ensuring history, traceability and continuous improvement of support processes;
- Support ticket queue organization, prioritization and tracking of requests, contributing to the quality of service delivered;
- Digital mindset, curiosity about new technologies and an interest in understanding how Artificial Intelligence can transform processes, experiences and results.
Requirements
- Degree in progress or completed in Information Systems, Computer Science, Systems Analysis and Development or related fields;
- Previous experience in support or technical areas, even if gained through internships, academic projects or university programs;
- Basic knowledge of relational databases, including reading data models and executing SQL queries;
- Familiarity with ticket management processes and user support;
- Knowledge of or interest in Artificial Intelligence technologies: tools, applications and concepts.
- Differentials:
- Experience acting as a client-specific service focal point;
- Experience with enterprise systems or regulated environments;
- Familiarity with ticketing tools such as Jira, GLPI, Freshdesk or similar;
- Basic knowledge of log reading and investigation of incidents in web systems;
- Basic knowledge of Java or backend technologies, facilitating problem root-cause analysis;
- Familiarity with or technical curiosity about n8n or workflow automations.
Benefits
- Meal allowance / food voucher;
- Health and dental insurance;
- Home office allowance;
- Profit sharing (PLR);
- Setup kit voucher;
- Life insurance;
- Birthday day off;
- Health and wellness promotion program;
- Partnerships and discounts.
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
SQLrelational databaseslog readingJavabackend technologiesworkflow automationsdata validationincident analysisbusiness rulessystem behavior
Soft skills
communicationcuriosityorganizational skillsproblem-solvingclient serviceattention to detailadaptabilityteam collaborationservice deliverycontinuous improvement