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Business Tech Analyst I
3 meses atrás
Somos um Grupo com 9 marcas próprias que está presente em mais de 50 países, com mais de 4.000 lojas físicas, líder de e-commerce de beleza no Brasil e mais de colaboradores diretos.
Temos um ecossistema próprio de beleza, que vai da indústria ao ponto de venda, da logística ao varejo, do laboratório ao coração das consumidoras e das nossas inovações até a palma da sua mão.
Reinventamos a beleza por meio da tecnologia, diversidade, coletividade e sustentabilidade com:O Boticário, Eudora, Quem Disse, Berenice?, Vult, BeautyBox, Beleza na Web, O.U.i., Mooz, Fundação Grupo Boticário, Instituto Grupo Boticário, Casa Magalhães, GAVB, Dr.
Jones, Truss e tô.que.tô. Vem fazer beleza com a gente /n O que você precisa ter ou saber?Relacionamento em equipe. É imprescindível que tenha facilidade de interação e convívio com outras pessoas. Boa comunicação.
É importante ser participativo em algumas reuniões com os stakeholders e solicitantes e auxiliar os demais colaboradores sobre o melhor uso das ferramentas e serviços.
Ser dinâmico e auto gerenciável para o atendimento de diferentes áreas do ecommerce. Vontade de aprender. Existe muito espaço para novos aprendizados e muitas oportunidades, portanto esse é um requisito fundamental para o seu sucesso. Experiência com atendimento ao cliente (interno ou externo). Capacidade de analisar problemas e consolidar as informações para identificação de causa raiz. Perfil analítico para elaborar análises, identificar erros e análise de logs. Fundamentos de Itil e Agilidade. Experiência com soluções e sustentação envolvendo plataformas de software e integrações.Será um diferencial se você tiver:
Experiência com gestão de problemas. Conhecimento em New Relic para análise de aplicações e logs. Conhecimento em SQL para realizar consultas em banco de dados para análises de comportamentos não esperados. Conhecimento em Postman para execução de correções pontuais nos ambientes. Conhecimento em alguma linguagem de programação (Python, Java, , javascript, entre outras). Conhecimento com Rest APIs.
/n O que é o nosso time de E-comm escuta ? A nossa área de E-comm escuta, tem como missão sustentar em primeiro nível todas aplicações e regras de negócio da estrutura do e-commerce, garantindo experiência e fluidez ao cliente interno e externo em todas as plataformas digitais.
Como será o seu dia?Atuará no atendimento e primeiras tratativas dos chamados de sustentação do e-commerce do Grupo Boticário. Esses chamados podem vir da área comercial, operações, tech ou de alertas automatizados. Responsável pelas rotinas de monitoramento das APIs, comunicação com stakeholders e atualização das descrições e status no Kanbanize/ServiceNow.
Fará a investigação dos incidentes nos logs, relatórios e ferramentas do grupo, buscando a solução mais rápida para o problema sempre que tiver atuação, garantindo um melhor SLA.
Em caso de não atuação, encaminhará o incidente para a squad responsável (N3), fazendo a tratativa com o requisitante do chamado e a devida atualização de status e descrição no Kanbanize/ServiceNow.
Apoiar na coleta e apresentação de métricas com informações dos incidentes e chamados.