Senior Data Analysis Specialist
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Timenow works in the steel industry, delivering products and solutions such as high-strength rebar, coated sheets, steel profiles, and wires. The company combines industrial expertise with a focus on innovation, environmental management, community initiatives, and responsible governance, including recognized practices in risk management.
Service Desk Analyst – Hybrid in Brazil
Service Desk Analyst at Timenow, an engineering consulting and project management company. Coordinate ITIL-based support, SLAs, vendors, licensing, and service automation.
Description
- Serve as the service desk’s primary contact, delivering first-level infrastructure support and assistance for core platforms including SAP, Senior, and Salesforce.
- Coordinate first-level support by establishing queues, priorities, triage standards, and escalation procedures for N2/N3 teams, internal support groups, and vendors.
- Handle tickets directly when operational demand requires it.
- Implement and maintain ITIL practices for incident, request, and problem management, along with the service catalog and knowledge base.
- Improve first-level support quality through standardized scripts, documentation practices, and ticket classification.
- Analyze SLA, first-contact resolution, ticket reopening, and user satisfaction data to drive continuous improvement initiatives.
- Oversee service providers by tracking deliverables, service levels, and agreed improvement plans.
- Manage software licensing, including assignment and removal, utilization optimization, compliance monitoring, and cost-allocation support.
- Identify and deploy automation and self-service capabilities that reduce manual work and accelerate resolution.
- Notify users about outages, major incidents, and planned maintenance.
Requirements
- Bachelor’s degree in Information Systems, Computer Science, Computer Engineering, Computer Networks, IT Management, or a related field.
- Experience working in a Service Center or Service Desk, including queue management, prioritization, and SLA monitoring.
- Practical understanding of ITIL processes covering incident, request, and problem management, as well as service catalogs.
- Experience using ITSM ticketing platforms.
- Experience managing users and licenses in Microsoft 365.
- Strong written and verbal communication skills, with a customer-focused approach and the ability to explain technical subjects to varied audiences.
- Analytical, adaptable, and proactive approach, with initiative to introduce improvements beyond routine responsibilities.
- Ability to work with performance metrics and collaborate with vendors.
- ITIL 4 Foundation certification or higher is advantageous.
- Microsoft certifications such as MS-900, MS-102, or MD-102 are advantageous.
- Knowledge of IT asset management and inventory control is advantageous.
- Experience overseeing AMS or systems-support contracts is advantageous.
- Experience with process automation using Power Automate, scripts, ITSM workflows, chatbots, or AI for support services is advantageous.
Benefits
- Health insurance coverage.
- Dental insurance coverage.
- Life insurance coverage.
- Transportation benefit.
- Meal allowance.
- TotalPass partnership.
- Discounts and partnerships with various educational institutions.
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