Analista de Jornadas Digitais Sênior
Core
Ensure stability and reliability of digital customer journeys, specifically across WhatsApp channels, by monitoring solutions, managing incidents, and investigating technical issues.
Role type
Senior Digital Journeys Analyst (Incident Management & Operations)
Builds
Digital customer experiences on WhatsApp
Domain
Digital Services / Customer Experience / WhatsApp
Required skills
Incident management, SQL Server, Power BI, Excel, API basics, UAT, Root cause analysis, Ticketing systems
Preferred skills
Monitoring tools, Agile methodologies, Process improvement
Responsibilities
Monitor digital solutions and performance indicators; Register, classify, and track incidents and support requests; Perform initial troubleshooting and investigations; Escalate complex incidents to specialized teams; Create and maintain technical documentation; Collaborate on process improvements.
Seniority
Senior, hands-on IC
