Mid-Level Support Analyst

• 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

• 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

• 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