IT Functional Analyst

Description

Job Summary: We are seeking an IT Analyst for functional analysis, management system support, report generation, and incident management to ensure operational continuity. Key Points: 1. Collaborate in improving and documenting IT processes and management systems. 2. Administer the Microsoft 365 environment and manage the ticketing system. 3. Support business decision-making with SQL analysis and reporting. Role Purpose Provide functional analysis capability to the IT area, collaborating in process improvement and documentation, management system support, and report generation to support business decision-making. The role also includes technical incident management and internal user support, ensuring day-to-day operational continuity and enabling the area to advance more complex initiatives. Main Responsibilities Receive, prioritize, and resolve internal user technical support tickets (Level 2), ensuring appropriate response and resolution times. Administer the Microsoft 365 environment: user onboarding/offboarding, licenses, groups, email, Teams, and SharePoint. Manage the ticketing system (GLPI or similar) as the central tool for incident tracking and traceability. Execute database queries and generate reports using SQL to support business functional requirements. Collaborate in gathering and documenting processes related to the corporate ERP (Softland) and other management systems. Assist with basic infrastructure tasks: networks, equipment, and connectivity, including on-site presence within the AMBA region when required. Support report and dashboard generation in analytics tools such as Metabase. Document procedures, recurring incidents, and applied solutions to build the team’s knowledge base. Academic Qualifications Bachelor’s degree in Systems Analysis, Systems Engineering, or related fields. Graduated or advanced student. Additional training in IT support or network administration is a plus. Experience 1–2 years in similar roles: IT Analyst, Level 2 Technical Support, or Junior Functional Analyst. Preferably with experience in service companies. Desired: experience with ERP systems on any platform. Functional logic is valued over specific product knowledge.