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End User Support Knowledge

3 meses atrás


São Paulo, São Paulo, Brasil Iventis Tecnologia Tempo inteiro

Multinacional líder mundial do setor de gases, tecnologias e serviços para a indústria e a saúde. Presente em 78 países, oferece real oportunidade de Carreira em TI. PJ com Benefícios : R$30/dia de valerefeição + Day Off + 5 dias ao ano de descanso remunerado + Bonus de1 salário ao ano por meta de trabalho + Reajuste anual atrelado ao IGPM limitado 10% Presencial Híbrido, 3 dias home-office e 2 dias no escritório em Santo Amaro, São Paulo SP, Brasil. Requisitos Inglês (obrigatório) Necessário Bacharelado em Informática Ciência, Gestão, Sistemas de Informação ou outra área relevante (ou experiência equivalente) Profissional Especialista em ITIL com Conhecimento e suporte ao usuário final Competências técnicas: Conhecimento da plataforma ServiceNow (KB, Config mgt, Reports & Analytics, UX, Integration) Gerenciamento de configuração Conhecimento intermediário de TI (Microsoft AD, Network, Security, Google workspace ou Office 365) Experiências esperadas: Experiência comprovada em gestão de conhecimento e KCS Domínio da estrutura e processo Itil e capacidade de criar relatórios/painel Conhecimento de processos de negócios (exemplo para compartilhar...) Storyboard e comunicação de insights complexos de uma forma que seja facilmente compreendida Gerenciando relacionamentos com partes interessadas Idiomas: Francês e espanhol são uma vantagem. Habilidades Transversais Autonomia, rigor e capacidade de organização Aprendizagem contínua Capacidade de trabalhar em equipa Sentido de resultado e força de proposta Competências centradas no cliente e patrocínio de parceiros Atitude 'Automatizar tudo' Familiaridade com processos ágeis e abordagens de melhoria contínua Falante fluente em inglês Fortes capacidades analíticas, de síntese e excelente capacidade de escrita de vulgarização Responsabilidades e atribuições Missão: Melhorar a qualidade dos dados relativos à nossa base de conhecimento para usuários finais e especialistas em soluções, bem como promover que nosso conhecimento seja acessível em termos de informações e processos para o SD, e garantir que esteja alinhado com as regras definidas a nível de grupo, a equipe de gestão do GIO EUS GOPS procura um perfil com experiência comprovada em gestão de conhecimento e melhoria contínua da cadeia de suporte (de SD a especialistas em soluções L3/L4). O candidato selecionado será responsável pelos escopos descritos na seção Principais Contribuições e cobrirá o conhecimento EUS e conhecimento de SD Global. O perfil procurado é de responsabilidade global e trabalhará com o gerente de operações globais do GOPS, gerentes de linha de serviço, vários líderes de suporte ao usuário final zonal, especialistas em referência e nossos provedores de serviços responsáveis por várias funções de suporte (Service Desk, Suporte do Google L2 , etc.). O inglês é essencial, tanto oralmente quanto por escrito. Experiência profissional em ambiente multicultural é altamente recomendada.

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Formação Acadêmica:

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Experiência:

Salário:

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Cargo:

Analista de Suporte

Empresa:

Iventis Tecnologia

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Ramo:

Serviços

(CE)