Systems Analyst

Responsibilities

• Support corporate systems to ensure stability, availability, and operational continuity.
• Receive, analyze, classify, and track technical and functional tickets opened by users and business areas.
• Interface directly with users to understand incidents, provide clarifications, and follow up on resolutions.
• Escalate demands to development, infrastructure, or vendor teams, ensuring correct prioritization.
• Monitor and control SLAs for ticket response and resolution to prevent delays.
• Monitor operational indicators and prepare management reports regarding ticket volume, recurring incidents, and service quality.
• Identify trends and opportunities for continuous improvement in systems and service processes.
• Support problem management and Root Cause Analysis (RCA) to eliminate recurring failures.
• Participate in war rooms and critical incident handling, ensuring communication between technical and business areas.
• Maintain operational documentation, knowledge bases, and technical procedures.

Requirements

• Previous experience in system support, advanced service desk, AMS, or corporate environment operations.
• Experience in managing and tracking tickets, incidents, and service requests.
• Knowledge of ITIL processes, including incident, problem, and change management.
• Proficiency with ITSM tools and ticket control systems.
• Analytical capacity to identify systemic failures and monitor operational indicators.
• Strong verbal and written communication skills for interacting with users and technical teams.
• Basic knowledge of databases and SQL queries for troubleshooting and analysis.
• Organized profile with a strong sense of priority and proactivity.

Preferred Qualifications

• Experience in mission-critical corporate environments.
• Knowledge of application monitoring and observability tools (e.g., Dynatrace, Zabbix, Grafana, Kibana, Elastic).
• Experience with system integrations and APIs.
• Familiarity with Agile operations and continuous improvement methodologies.
• Experience with process automation and preventive monitoring.

Benefits

• Meal and Food Vouchers (Vale Refeição and Vale Alimentação).
• Private Pension Plan.
• Health and Dental Insurance.
• Life Insurance.
• English/Spanish language classes.
• Wellhub (gym and wellness discounts).
• Childcare assistance.
• Neoris Global Campus for continuous professional development.

About the Company

NEORIS is an accelerator driving growth in Ibero-America, combining global engineering excellence with regional expertise. We help organizations scale and modernize through solutions in Cloud, Data & Analytics, AI, Cybersecurity, and Software Engineering.