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Senior Systems Support Analyst
Quiero Alpargatas. Serve as the focal point for managing support services for corporate applications.
Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in IT Service Management, focusing on Incident, Problem, Change, and Request Management within ITIL frameworks. Proficient in managing support services, operational governance, and continuous improvement initiatives to enhance service delivery and compliance.
Highest-signal resume keywords
ITIL PracticesService ManagementServiceNowKPI MonitoringContinuous Improvement
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Incident ManagementProblem ManagementChange ManagementRequest ManagementSLA DefinitionOLA DefinitionKPI MonitoringRoot Cause AnalysisAutomationDocumentation Management
Soft Skills
Excellent CommunicationOrganizational SkillsAnalytical MindsetRelationship BuildingProblem-Solving
Tools & Technologies
ServiceNowMicrosoft OfficePower BIMicrosoft TeamsSAP ECCSAP S/4HANA
Certifications & Qualifications
ITIL Foundation
Industry Keywords
Application Management ServicesGlobal Support OperationsContinuous ImprovementLeanSix SigmaAgile
Tech Stack
Tools & technologiesITSMServiceNow
About the role
Key responsibilities & impact- Serve as the focal point for managing support services for corporate applications.
- Lead the operational governance of AMS (Application Management Services) providers.
- Monitor the daily operations of providers and the internal team, ensuring quality, productivity, and compliance with SLAs and OLAs.
- Monitor operational indicators (KPIs) and propose corrective actions and improvement plans.
- Coordinate critical incidents (P1 and P2), ensuring effective communication and rapid service restoration.
- Monitor the execution of RCA (Root Cause Analysis) for critical and recurring incidents and ensure corrective actions are implemented.
- Support Problem Management initiatives to reduce recurring incidents and improve service stability.
- Ensure the classification, prioritization, and handling of incidents, requests, and changes in accordance with ITIL.
- Support project transitions to operations (Hypercare and Handover), including documentation and knowledge transfer.
- Ensure operational documentation and the knowledge base are kept up to date.
- Prepare executive reports with operational metrics and present results to leadership.
- Identify opportunities for automation, standardization, and continuous improvement.
- Work with technical teams, business areas, and providers to ensure efficient, customer-focused operations.
- Support IT audits and governance initiatives, ensuring compliance with internal policies and processes.
Requirements
What you’ll need- Bachelor’s degree in Information Technology, Engineering, Information Systems, Business Administration, or a related field.
- Experience in Service Management or IT Service Management.
- Experience managing support and AMS providers.
- Solid knowledge of ITIL practices, especially Incident, Problem, Change, and Request Management.
- Experience with ITSM tools, preferably ServiceNow.
- Knowledge of defining and monitoring SLAs, OLAs, and KPIs.
- Experience leading critical incidents and monitoring action plans.
- Excellent communication and organizational skills, with the ability to build relationships with business areas and providers.
- Analytical mindset with a focus on metrics and problem-solving.
- Intermediate English proficiency for interaction with global teams and partners.
- ITIL Foundation certification is a plus.
- Experience with SAP ECC or SAP S/4HANA environments is a plus.
- Knowledge of SAP modules (FI, CO, MM, SD, or integrations) is a plus.
- Experience working in global support operations is a plus.
- Experience managing contracts and multinational providers is a plus.
- Knowledge of Continuous Improvement practices (Lean, Six Sigma, or Agile) is a plus.
- Knowledge of ServiceNow, SAP ECC/SAP S/4HANA, Microsoft Office (Excel and PowerPoint), and Microsoft Teams; Power BI is desirable.
Benefits
Comp & perks- Health Insurance
- Dental Insurance
- Life Insurance
- Wellhub
- Meal Voucher
- Discount on Havaianas Products
- Birthday Day Off
- Transportation Voucher
- Private Pension Plan
- Profit-Sharing and Results-Based Bonus (PLR)
- Alpa Summer – Short Fridays during January and February
- Courses, training, and other development initiatives through ALU (Alpa Learning Universe), our corporate university
- Flexible On-Site Work Model (In-office attendance at least three times per week)
- Flexible Working Hours