ERP MV Support Analyst (N1/N2)

Role Summary

Come be part of a living ecosystem where the future of business is created and lived every day. Be part of this transformation!

At LUZA Group, passion, perseverance and the desire to overcome limits define our path to success.

Founded in 2006, we are a Portuguese multinational with more than 1,200 talented professionals and a turnover. With a presence in strategic markets such as Portugal, Spain, Morocco, Brazil, Mexico, the United States and China, we offer innovative solutions in engineering, IT, design, consultancy, Industry 4.0, training and recruitment. Everything we do is driven by the talent of our people.

This is a time of growth and opportunity. The future belongs to visionary minds. Join us!

We are looking for an ERP MV Support Analyst to provide functional and technical support to ERP MV users, ensuring the continuity of the operation of the care, administrative and financial processes of a reference hospital institution.

This professional will be responsible for handling first and second level calls, analyzing incidents, monitoring integrations, supporting users and ensuring the stability of the ERP environment, working closely with the business areas and the technology team.

Responsibilities

• Work in N1 and N2 support of ERP MV, handling and resolving calls.
• Provide functional support to the ERP MV modules used by the institution.
• Identify, diagnose and resolve incidents related to ERP.
• Register, track and document calls through the ITSM tool.
• Escalate demands to suppliers or specialized teams when necessary.
• Support users in using the system and clarify operational doubts.
• Perform functional tests after corrections, updates and new versions of the ERP.
• Monitor integrations between ERP MV and other corporate systems.
• Monitor critical routines, identifying failures before they impact the operation.
• Prepare technical documentation, operational procedures and knowledge base.
• Support implementations of new modules and process improvements.
• Contribute to the continuous improvement of service levels (SLA) and user experience.

Mandatory Requirements

• Higher education completed or in progress in Information Systems, Computer Science, Engineering, Systems Analysis or related areas.
• Experience in ERP MV support.
• Experience with L1 and N2 support service.
• Knowledge of hospital processes supported by ERP MV.
• Experience in incident analysis and handling.
• Knowledge of SQL databases for queries and analysis.
• Familiarity with ticket management tools (ITSM).
• Good analysis and problem solving skills.
• Excellent communication with users and multidisciplinary teams.

Requirements

• Desired Technical Skills
• ERP MV Soul or related versions.
• ERP MV assistance and administrative modules.
• SQL Server and/or Oracle (basic and intermediate queries).
• ITIL Foundation.
• APIs and integrations (basic concepts).
• Interface monitoring.
• Windows Server.
• Remote access tools.
• Microsoft Office Suite.

Differences

• Previous experience in medium or high complexity hospitals.
• Knowledge of the Emergency Care, Hospitalization, Surgical Center, Pharmacy, Hospital Billing and Supplies processes.
• Experience supporting HL7 and FHIR integrations.
• Knowledge of LGPD applied to the hospital environment.
• Participation in ERP MV implementation or update projects.
• ITIL Foundation certification.

Behavioral Skills

• Excellent interpersonal relationships.
• Profile focused on customer service and problem solving.
• Organization and discipline in ticket management.
• Ability to work under pressure in a critical environment.
• Clear and empathetic communication with users.
• Proactivity.
• Teamwork.
• Analytical capacity.
• Commitment to quality and continuous improvement.

Main Challenges of the Position

• Guarantee a high resolution rate in the first service.
• Minimize impacts of incidents on hospital operations.
• Ensure high availability of critical ERP MV modules.
• Promote a positive experience for internal users.
• Contribute to reducing the recurrence of calls by identifying the root cause.
• Support the continuous evolution of ERP support and governance processes.
• Location: remote