Customer Experience Analyst
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Job Description
Analista de Experiência do Cliente analisando e propondo melhorias em ferramentas ITSM. Trabalhando de forma independente e colaborando com times técnicos e de processos.
Responsibilities:
- Analyze and propose improvements to the user experience in ITSM tools, working independently on medium-complexity projects and collaborating with technical and process teams
- Conduct user interviews and surveys to gather requirements
- Map user journeys within ITSM solutions
- Create functional prototypes and validate them with stakeholders
- Conduct usability testing
- Assist in standardizing forms and self-service portals
- Collaborate with development and process teams to implement improvements
- Participate in brainstorming sessions for new features and enhancements
Requirements:
- Currently pursuing a bachelor’s degree, preferably in Information Technology, Business Administration, or related fields
- Basic knowledge of UX
- Familiarity with prototyping tools
- Prior experience with GLPI or Assyst is desirable
- Practical knowledge of ITIL
- Experience as a UX Analyst and/or Customer Experience Analyst
Benefits:
- Health plan (Hapvida, Bradesco or Unimed, according to the regional collective bargaining agreement)
- Dental plan (Hapvida Odonto or Bradesco Dental)
- Meal or food allowance
- Life insurance fully paid by Lanlink
- Transportation voucher
- TotalPass
- Pharmacy discount program
- Tuition/college partnership
- Corporate learning platform
- Newborn welcome kit
- Moodar platform
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