Business Systems Analyst

Red Hat (São Paulo SP, Brasil) Publicado 21 dias atrás

The Red Hat Information Technology (IT) team is looking for a Business Systems Analyst to join us in Sao Paulo, Brazil. In this role, you will assist in the IT Service Management (ITSM) Suite development and administration team with technical documentation, in training of associates on the ITSM applications, in user and group administration, in requirements gathering and documentation, and in the triaging of support tickets. You’ll need to be a good communicator and have excellent people and customer service skills balanced with technical skills.

  • Document how to use ServiceNow applications
  • Provide reporting and report training
  • Group data administration
  • Train associates on the various tools and applications in ServiceNow
  • Monitor and triage the ticket queue to groom ServiceNow requests
  • Work with the lead administrators and developers on various projects on gathering and documenting request for enhancement (RFE) requirements
  • Provide excellent customer service to Red Hat’s associates

  • Experience with ITSM or other service desk-oriented tool sets
  • Experience in training for user applications, specifically ticketing systems
  • Experience in documentation writing for software applications
  • Intermediate computer experience and web application experience
  • Experience gathering and documenting customer requirements for software development
  • Customer service and communication experience
  • ServiceNow-specific experience is a big plus

The following are considered a plus:

  • Third-party or vendor risk management experience
  • ITSM platform administration
  • Experience with collaboration tools
  • Workflow diagramming experience
  • Programming experience
  • Agile experience
  • IT Infrastructure Library (ITIL) Foundation certification

Red Hat is the world’s leading provider of enterprise open source software solutions, using a community-powered approach to deliver reliable and high-performing Linux, hybrid cloud, container, and Kubernetes technologies. Red Hat helps customers integrate new and existing IT applications, develop cloud-native applications, standardize on our industry-leading operating system, and automate, secure, and manage complex environments. Award-winning support, training, and consulting services make Red Hat a trusted adviser to the Fortune 500. As a strategic partner to cloud providers, system integrators, application vendors, customers, and open source communities, Red Hat can help organizations prepare for the digital future.

Red Hat is proud to be an equal opportunity workplace and an affirmative action employer. We review applications for employment without regard to their race, color, religion, sex, sexual orientation, gender identity, national origin, ancestry, citizenship, age, veteran status, genetic information, physical or mental disability, medical condition, marital status, or any other basis prohibited by law.

Red Hat does not seek or accept unsolicited resumes or CVs from recruitment agencies. We are not responsible for, and will not pay, any fees, commissions, or any other payment related to unsolicited resumes or CVs except as required in a written contract between Red Hat and the recruitment agency or party requesting payment of a fee.

Business Systems Analyst

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