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Support Analyst – Mid-Level
SysMap Solutions. Manage tickets and incidents using Jira Service Management (Atlassian) .
Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in IT support and service management, with a strong focus on ticket and incident management using Jira Service Management. Proficient in monitoring SLAs and service performance indicators while driving continuous improvement initiatives.
Highest-signal resume keywords
IT Support ExperienceJira Service Management KnowledgeITIL Concepts FamiliaritySLA Monitoring ExperienceProcess Optimization Skills
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Ticket ManagementIncident ManagementService ManagementPerformance Indicator MonitoringRoot-Cause Analysis
Soft Skills
Strong Communication SkillsInterpersonal SkillsAnalytical SkillsOrganizational SkillsProblem-Solving Skills
Tools & Technologies
Jira Service ManagementAtlassian
Industry Keywords
IT Service ManagementSLA ComplianceContinuous ImprovementSupport MetricsService Performance Indicators
About the role
Key responsibilities & impact- Manage tickets and incidents using Jira Service Management (Atlassian)
- Follow up on, update, and control requests through to resolution
- Provide user service and support, ensuring appropriate responses within established deadlines
- Log, classify, prioritize, and monitor tickets and incidents
- Facilitate communication and coordination among users, technical teams, and other areas involved
- Monitor SLA compliance and service performance indicators
- Identify recurring issues, bottlenecks, and opportunities to improve support and service management processes
- Support continuous improvement initiatives by proposing process adjustments and optimizations
- Ensure the quality and consistency of information recorded in the tool
- Support the analysis of incidents and recurring requests, contributing to root-cause identification and the prevention of new issues
- Prepare and monitor performance indicators related to support operations and service management
Requirements
What you’ll need- Experience in IT support and service management
- Experience in ticket and incident management
- Knowledge of and experience with Jira Service Management / Atlassian
- Knowledge of ITIL concepts and IT Service Management
- Experience monitoring SLAs, service performance indicators, and support metrics
- Strong communication and interpersonal skills for working with users and technical teams
- Analytical, organized, and problem-solving-oriented profile
- Experience with continuous improvement and process optimization
Benefits
Comp & perks- Position also open to candidates with disabilities
- Brazilian technology company operating since 1999
- Ethical, collaborative, and diverse work environment
- Continuous learning
- Ongoing growth opportunities