System Administrator (Supportworks)

Stefanini IT Solutions was founded in Brazil by Marco Stefanini in 1987. Today, Stefanini is a global services provider, delivering offshore, onshore and nearshore outsourcing, IT consulting, systems integration, application and strategic staffing services to mid-size and large companies around the world.

- Experience in a similar role is highly desirable;
- ITIL Qualified – Foundation level preferred;
- Database administration knowledge (RDBMS);
- Experience in Business Process Management (design, modeling, testing, monitoring, optimization);
- Extensive experience in using all office products, especially Visio, MS project, Powerpoint, Excel (including macros) and Word;
- Knowledge of Incident Management tools (Supportworks, CA, Remedy, ServiceNow) is considered an advantage;
- An understanding of the concepts of PHP;
- Basic Project/Release Management skills;
- Fast learner;
- Good communicator
- Has a logical and methodical approach to problem solving;
- English proficiency.

This role will be responsible for designing, testing and implementing business processes and performing day to day tool configuration responsibilities within Supportworks application.

Main responsibilities:
- Monitoring and responding to Service Requests pertaining to the management of both existing BPMs and the provision of new BPMs
- Gathering requirement from the requesters, ensuring full documentation of those requirements as well as diagrams of the prospective flows.
- Working with the Lead Service Manager to fully document the requirements for requests which do not require customisation from Hornbill.
- Create the new BPM design for sign off
- Implement changes within the Test environment
- Perform full testing both functional and regressive.
- Implement changes into production environment and support ongoing usage.
- Report on status of requests on a weekly basis to the Service Management team.
- Work to SLAs to achieve fast response on Incidents and Service Requests.