Analista de Jornadas Digitais Sênior

Accountabilities:: Ensure the ongoing support, maintenance, and monitoring of digital customer journeys across WhatsApp, maintaining operational stability and ensuring incidents are resolved promptly. Receive, register, classify, prioritize, and track bugs, incidents, technical issues, and incoming support requests. Perform initial troubleshooting and investigations, gathering relevant information and technical evidence to support accurate problem diagnosis. Escalate complex incidents and requests to specialized technical teams, ensuring appropriate follow-up and resolution. Monitor support tickets throughout their lifecycle, maintaining clear communication with stakeholders and keeping relevant teams informed of progress. Proactively monitor the stability and performance of digital journeys to identify potential disruptions and operational risks. Identify recurring incidents, contribute to root cause analysis, and recommend preventive measures to reduce future issues. Support testing, user acceptance testing (UAT), and validation activities to ensure that bug fixes and system improvements work as expected. Create, update, and maintain technical documentation, FAQs, operational procedures, and troubleshooting guides. Monitor service-level agreements (SLAs), operational performance indicators, and support metrics to ensure service quality and identify opportunities for improvement. Collaborate with internal teams to continuously improve incident management processes, operational workflows, and the overall reliability of digital solutions. Requirements: Experience working with ticketing systems and incident management tools, including registering, tracking, prioritizing, and following up on support requests. Advanced Excel skills, with the ability to organize, analyze, and interpret operational information. Knowledge of Power BI for monitoring performance indicators, building dashboards, and tracking support metrics. Experience using SQL Server for database queries, data investigation, and troubleshooting. Basic understanding of APIs, system integrations, and the technical components supporting digital journeys. Experience with software testing, user acceptance testing (UAT), and incident documentation. Strong analytical and problem-solving skills, with the ability to investigate technical issues and identify relevant evidence. Excellent communication and collaboration skills, with the ability to coordinate incident resolution across different teams. Strong organizational skills and attention to detail when managing multiple tickets, priorities, and deadlines. Proactive mindset, autonomy, and the ability to work effectively in dynamic environments. Nice to have: Previous experience supporting and maintaining digital systems, applications, or customer journeys. Familiarity with incident management, troubleshooting methodologies, and root cause analysis. Experience with monitoring and observability tools used to track system performance and operational stability. Knowledge of Agile methodologies and collaborative project management practices. Ability to identify opportunities for process improvement and contribute to more efficient support operations. Benefits: Health and Well-being Medical and dental insurance. Life insurance. Gympass / Wellhub membership for access to fitness and wellness activities. Financial Benefits and Allowances Meal and food allowance through the Flash benefits card. Home office allowance to support your remote working environment. Work-Life Balance Extended maternity and paternity leave. Fully remote working arrangement. Professional Development Continuous feedback culture, including semiannual performance reviews and regular one-on-one meetings. Individual Development Plan (IDP) to support professional growth and career progression. BHS Experience program focused on employee development and engagement. Partnerships and discounts across education, language schools, healthcare, fitness, and leisure services. Work Environment and Culture Inclusive and collaborative workplace that values diversity and different perspectives. Opportunities to work on innovative technology and digital transformation projects. Supportive environment that encourages learning, initiative, knowledge sharing, and professional development.