Cia Hering | Analista de Negócios I (São Paulo/SP)

Manage and monitor demands registered in the corporate ticketing portal, performing triage, classification, and routing to responsible areas. Act as the interface between users and support teams to ensure proper request flow, while tracking SLA compliance and following up on active items. Analyze ticket metrics and recurring issues to identify improvement opportunities, contributing to continuous process optimization. Maintain the quality and consistency of information in the ticketing system and knowledge base, supporting area teams in resolving requests to completion. Prepare and monitor reports on volume, status, and operational indicators. Requires intermediate Excel skills, data analysis knowledge, and familiarity with Service Desk systems.