Red Hat Business Analyst - ServiceNow in Sao Paulo, Brazil

Company Description

At Red Hat, we connect an innovative community of customers, partners, and contributors to deliver an open source stack of trusted, high-performing solutions. We offer cloud, Linux, middleware, storage, and virtualization technologies, together with award-winning global customer support, consulting, and implementation services. Red Hat is a rapidly growing company supporting more than 90% of Fortune 500 companies.

Job summary

Red Hat Information Technology (IT) team is looking for a Business Analyst to join us in Sao Paulo, Brazil. In this role, you will assist the IT Service Management (ITSM) Suite development and administration team with technical documentation, training of associates on the ITSM applications, user and group administration, requirements gathering and documentation, and triaging of support tickets. You’ll need to be a good communicator and have excellent people and customer service skills balanced with technical skills.

Primary job responsibilities

  • Document how to use the ServiceNow applications

  • Provide reporting and report training

  • Be responsible for group data administration

  • Train associates on the various tools and applications in ServiceNow

  • Monitor and triage the ticket queue to groom ServiceNow requests

  • Work with the lead administrators and developers on various projects by gathering and documenting request for enhancement (RFE) requirements

  • Provide excellent customer service to Red Hat associates

  • Create catalog items and workflows and perform other administrative functions within ServiceNow

Required skills

  • Experience with ITSM or other service desk-oriented tool sets

  • Experience with training for user applications, specifically ticketing systems

  • Experience writing documentation for software applications

  • Intermediate computer and web tool experience

  • Experience gathering and documenting customer requirements for software development

  • Customer service and communication experience

  • ServiceNow-specific experience is a big plus

The following are considered a plus:

  • Developer and administrator experience

  • ITSM platform administration experience

  • Experience with collaboration tools

  • Workflow diagramming experience

  • Programming experience

  • Agile experience

  • Information Technology Infrastructure Library (ITIL) foundation certification

Red Hat is proud to be an equal opportunity workplace and an affirmative action employer. We review applications for employment without regard to their race, color, religion, sex, sexual orientation, gender identity, national origin, ancestry, citizenship, age, uniformed services, genetic information, physical or mental disability, medical condition, marital status, or any other basis prohibited by law.

Red Hat does not seek or accept unsolicited resumes or CVs from recruitment agencies. We are not responsible for, and will not pay, any fees, commissions, or any other payment related to unsolicited resumes or CVs except as required in a written contract between Red Hat and the recruitment agency or party requesting payment of a fee.

Job ID 68017

Category Application Development