Business Tech Analyst I (E-commerce) - Vaga Afirmativa para Mulheres

Role Summary

One of the largest beauty groups in the world, Grupo Boticário is a Brazilian company present in more than 40 countries. It owns the brands O Boticário, Eudora, Quem Disse, Berenice?, Vult, O.U.i, Dr. JONES, Tô.que.tô, TRUSS, and the Beleza na Web marketplace, in addition to working with licensed products such as Australian Gold, Bio Oil, Nuxe, and Pampers and its division for the B2B market. This interaction between different brands, assets, platforms, network of franchisees, representatives, distributors, retailers, sellers and suppliers forms the beauty ecosystem of Grupo Boticário, which also offers digital business management solutions for Brazilian retail through its Mooz and GAVB brands. There are more than 19 thousand direct employees, with more than 4 thousand stores in 1,780 Brazilian cities.

Come make beauty with us!

Scope Description

He will work on customer service and first dealings with calls to support Grupo Boticário's e-commerce. These calls can come from the commercial area, operations, tech or automated alerts.

Responsible for API monitoring routines, communication with stakeholders and updating descriptions and status on the Business Map / Service Now.

It will investigate incidents in the group's logs, reports and tools, seeking the quickest solution to the problem whenever it occurs, ensuring a better SLA.

If there is no action, the incident will be forwarded to the responsible squad (N3), dealing with the person requesting the call and updating the status and description in the Business Map / ServiceNow.

It will support the collection and presentation of metrics with information on incidents and calls.

Requirements

Technical requirement: (Mandatory)

• Analytical profile to prepare analyses, identify errors and log analysis.
• Fundamentals of Itil and Agility.
• Experience with solutions and support involving software platforms and integrations.
• Experience in E-commerce platform.
• Technical differential: (Optional).
• Experience with problem management.
• Knowledge of log and application monitoring tools.
• Experience in SQL and NoSQL databases.
• Concept of implementing HTTP protocols.
• Knowledge of microservices.
• Rest APIs concept.
• Behavioral requirements
• Good team relationships.
• Good communication.
• Be dynamic and self-manageable to serve different areas of ecommerce.
• Willingness to learn. There is a lot of room for new learning and many opportunities, so this is a fundamental requirement for your success.
• Experience with customer service (internal or external).
• Ability to analyze problems and consolidate information to identify root causes.
• Proactivity in innovations, seeking to improve internal processes. .

Benefits

Benefits that care and differentiate

At Grupo Boticário, care is our basis for achieving exponential results. We have a portfolio with more than 20 benefits to take care of your health, well-being and family. Check it out below.

Health

• Flexible medical and dental plan
• Medication assistance and health vouchers for family members
• Free psychotherapy sessions and 24-hour telemedicine
• Ongoing prevention, mental care and vaccination programs
• Food & well-being
• Meal Voucher (or local restaurant) and Food Voucher (with extra voucher at Christmas)
• Up to 40% discount on brands in our ecosystem
• Gympass/TotalPass for gyms and sports studios
• Home Office assistance for hybrid and remote modalities
• Birthday day off to celebrate your way
• Pet health plan, advantages in agreements and travel/accommodation programs
• For your family
• Extended parental leave (180 days for mothers and 120 days for fathers)
• Support for Atypical Parents and babysitting/early education assistance
• School material aid and child nutrition credit
• Dedicated legal, psychological and social guidance
• Security for financial protection and peace of mind
• Private Pension and Life Insurance
• Support for the death of parents and payroll loans
• Transport and Parking Voucher (according to the work model)

Note: Benefits packages are adapted according to the eligibility of each position and work model.