Mid-Level QA Analyst – Application Support

Zuri

. Plan and execute functional tests for desktop and mobile applications, especially during the release and stabilization of new versions.

Posted 11/6/2026full-timeSão Paulo • BrazilMid-LevelSeniorWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in incident management, including logging, triage, and SLA compliance, while ensuring quality assurance through functional testing of desktop and mobile applications. Proficient in using tools like ServiceNow and Jira to track incidents and validate fixes, with strong communication and organizational skills to support operational improvements.

Highest-signal resume keywords

Incident ManagementFunctional TestingServiceNowITIL / ITSMExcel Proficiency

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Incident LoggingTriageSLA ManagementFunctional Test DesignEvidence RecordingRegression TestingEnd-to-End User Journey AnalysisData AnalysisTroubleshootingProcess Improvement

Soft Skills

Strong CommunicationOrganizational SkillsProactive Approach

Tools & Technologies

ServiceNowJiraExcelPowerPoint

Industry Keywords

Digital ApplicationsIncident TriageSLA ComplianceOperational PatternsQuality Assurance

Tech Stack

Tools & technologies

ITSMServiceNow

About the role

Key responsibilities & impact

Plan and execute functional tests for desktop and mobile applications, especially during the release and stabilization of new versions.
Create, document, and maintain test scenarios and evidence demonstrating that the platform’s workflows and functionalities operate as expected.
Identify deviations and defects, assess their impact, and log incidents in the corporate tool with clear information, evidence, and reproduction steps.
Track fixes and improvements with the responsible teams, perform regression testing, and validate solutions before closure.
Serve as a quality reference for application support by monitoring the experience and stability of digital channels and proposing preventive and evolutionary improvements.
Perform end-to-end incident triage, logging, and tracking.
Classify and prioritize incidents based on impact, urgency, and criticality.
Ensure incidents are routed to the appropriate queues and resolver groups, following up through resolution.
Monitor SLA compliance and escalate to the responsible teams when necessary.
Update operational incident reports, tracking volume, SLA performance, recurrence, and severity.
Support communication regarding incident status, progress, and resolution.
Ensure the quality and traceability of records, compliance, and audit support.
Use the service catalog to log, categorize, and route incidents.
Support updates to services, offerings, and resolver groups.
Collect logs, evidence, and information to support technical analysis and troubleshooting.
Support failure analysis through targeted testing, evidence collection, and validation of application behavior.
Identify operational patterns, act proactively, and propose continuous process improvements.

Requirements

What you’ll need

Experience with incident management, including logging, triage, SLA management, and tracking
Knowledge of ITIL / ITSM
Experience with ServiceNow, Jira, or a similar tool
Experience designing and executing functional test scenarios, recording evidence, and validating fixes
Knowledge of desktop and mobile digital applications, with the ability to analyze end-to-end user journeys
Strong communication and organizational skills, with a proactive approach
Intermediate Excel skills, including pivot tables and charts
Intermediate PowerPoint skills for executive presentations