Business Tech Analyst

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Business Tech Analyst I (E-Commerce) based in Brazil.

• Provide first-level support and initial troubleshooting for e-commerce incidents and service requests originating from commercial, operations, technology teams, or automated alerts.
• Monitor APIs and relevant e-commerce services, identifying potential issues and responding proactively to incidents.
• Investigate incidents using logs, reports, monitoring tools, and other available technical resources to identify causes and pursue the fastest viable resolution.
• Maintain accurate incident descriptions, statuses, and updates in Business Map and ServiceNow throughout the incident lifecycle.
• Escalate incidents to the appropriate N3 technical squad when resolution requires specialized expertise, while continuing to coordinate with the requester and ensuring appropriate follow-up.
• Communicate clearly with stakeholders regarding incident status, expected next steps, and resolution progress.
• Support the collection, consolidation, and presentation of incident and service-request metrics.
• Contribute ideas and initiatives that improve internal processes, support efficiency, service quality, and the overall e-commerce experience.

• Experience providing customer or internal-user support, with strong interpersonal skills and the ability to collaborate effectively with different teams and stakeholders.
• Strong communication skills, including confidence participating in stakeholder meetings and helping colleagues make effective use of tools and services.
• A dynamic, self-managed, and adaptable approach to supporting multiple areas of an e-commerce operation.
• Analytical problem-solving skills, including the ability to investigate technical issues, consolidate information, analyze logs, and support root-cause identification.
• Demonstrated interest in learning, developing new technical skills, and taking on new challenges.
• Proactive mindset with an interest in innovation and continuous process improvement.
• Experience working with software platforms, integrations, and application support or maintenance.
• Previous experience in an e-commerce environment or supporting e-commerce platforms.
• Knowledge of ITIL fundamentals and Agile methodologies.
• Technical understanding of log and application analysis.
• Familiarity with monitoring tools for applications and logs is a plus.
• Knowledge of SQL and/or NoSQL databases is desirable.
• Understanding of HTTP protocols and REST APIs is an advantage.
• Familiarity with microservices architectures is a plus.
• Experience with problem management is desirable.

• Flexible medical and dental insurance plans.
• Medication assistance and healthcare support for eligible family members.
• Free psychotherapy sessions and 24/7 telemedicine.
• Ongoing health, mental wellness, prevention, and vaccination programs.
• Meal allowance or access to a local restaurant, plus an additional food allowance at Christmas.
• Discounts of up to 40% across the company's brand ecosystem.
• Gympass/TotalPass access to gyms and sports studios.
• Home-office allowance for eligible hybrid and remote work arrangements.
• Birthday day off.
• Pet health insurance, partner discounts, and travel/accommodation benefits.
• Extended parental leave: up to 180 days for mothers and 120 days for fathers.
• Support programs for parents of children with specific needs, plus childcare/education assistance.
• School-material assistance and child nutrition support.
• Dedicated legal, psychological, and social guidance.
• Private pension plan and life insurance.
• Financial support related to the loss of parents and payroll-deductible loan options.
• Transportation allowance and parking, according to the applicable work model.
• Benefits packages may vary according to role eligibility and work arrangement.