Analista de Jornadas Digitais Sênior

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Senior Digital Journeys Analyst (Analista de Jornadas Digitais Sênior) based in Brazil.

As a Senior Digital Journeys Analyst, you will play a key role in ensuring the stability, reliability, and continuous operation of digital customer journeys, particularly across WhatsApp channels. You will be responsible for monitoring digital solutions, managing incidents, investigating technical issues, and coordinating their resolution. Working closely with specialized technical teams and business stakeholders, you will help maintain seamless customer experiences and minimize operational disruptions. You will use data, monitoring tools, and performance indicators to identify recurring issues and recommend preventive improvements. The role combines technical troubleshooting, incident management, data analysis, and operational support in a collaborative technology environment. You will also contribute to improving support processes, documentation, and service quality. This is an opportunity to make a direct impact on the reliability and performance of digital customer experiences.

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 an