IT Operations Technical Analyst – Santo André

Líder e Gestão


Título: IT Operations Technical Analyst

Cidade/Estado: Santo André / São Paulo


About GMThere’s never been a more exciting time to work for General Motors.To achieve our vision of a world with Zero Crashes, Zero Emissions and Zero Congestion, we need people to join us who are passionate about creating safer, better and more sustainable ways for people to get around. This bold vision won’t happen overnight, but just as we transformed how the world moved in the last century, we are committed to transforming how we move today and in the future.Why Work for UsOur culture is focused on building inclusive teams, where differences and unique perspectives are embraced so you can contribute to your fullest potential as you pursue your career. Our locations feature a variety of work environments, including open work spaces and virtual connection platforms to inspire productivity and flexible collaboration. And we are proud to support our employees volunteer interests, and make it a priority to join together in efforts that give back to our communities.Job DescriptionLocation: BrazilAbout the Role: Works in a 9-hour shift with possible variation based on business needs, to provide first response support for GM IT Operations. Responds to IT Operations Center (ITOC) interaction, incident and service request ticket queues, creates knowledge management articles, participates, and completes change management activities, and works to build relationships with peers in other operations teams.This role might require flexibility to work shifts with possible variation based on business needs.Major Duties and Responsibilities:First point of contact for end users seeking technical assistance and/or support for all IT related hardware, networks, printing, mobile device, GM websites, and GM application issues. Must provide support via phone, chat, and email.Execution of Incidents, Service Requests, Change Management activities, application validations, and deploymentsCreate/update/resolve interactions with end userEnsure interaction, incident, and service request tickets for assigned ticketing queues are resolved within service level agreements following standardized processes.Monitor various tools and react appropriately when visual or audio ques indicate it is requiredMeet deadlines for all other assigned work and projectsCreate/update knowledge management articles to increase ticket closures and reduce response timesCross-train in multiple application areas to increase skill set and ensure adequate resource coverageProvide cross-training to new hires and peers for responsible area(s)Monitor ITOC queues and make recommendations to ITOC leadership for improvementsAssist in making process improvements and help drive efficiencies within the ITOCParticipate in and lead special projects for the ITOC as assignedDevelop and maintain relationships with Service Delivery, Infrastructure Ops, Network Ops and other dependent IT Horizontal teams for assigned areasQualifications:Bachelor’s degree in Computer Science, MIS, or Engineering preferred, will consider work historyHigh level of analytical and problem-solving abilityInterpersonal skills to work effectively in a team environment and work directly with end usersStrong oral and written communication skillsFluency in Portuguese and English. Preference given for fluency in SpanishStrong computer skills in Windows applications (Excel, Word, Power Point)Must be able to work shifts with possible variation based on business needsWhy General Motors? At GM, we see the world with ZERO crashes, ZERO emissions, and ZERO congestion – and our people are the driving force behind making this a reality. GM IT is a leader in cutting-edge technologies such as Mobility, Telematics, Mission-Critical Business Systems, Supercomputing, Vehicle Engineering, and Real-time Computing. We offer challenging growth-oriented positions for passionate professionals looking to get in on the ground-floor of a growing “Fortune 5” firm that is re-inventing IT with a laser focus on innovation, speed, and business value.The policy of General Motors is to extend opportunities to qualified applicants and employees on an equal basis regardless of an individual’s age, race, color, sex, religion, national origin, disability, sexual orientation, gender identity/expression or veteran status. Additionally, General Motors is committed to being an Equal Employment Opportunity Employer and offers opportunities to all job seekers including individuals with disabilities. If you need a reasonable accommodation to assist with your job search or application for employment, email us at [email protected] In your email, please include a description of the specific accommodation you are requesting as well as the job title and requisition number of the position for which you are applying.Diversity InformationGeneral Motors is committed to being a workplace that is not only free of discrimination, but one that genuinely fosters inclusion and belonging. We strongly believe that workforce diversity creates an environment in which our employees can thrive and develop better products for our customers. We understand and embrace the variety through which people gain experiences whether through professional, personal, educational, or volunteeropportunities. We encourage interested candidates to review the key responsibilities and qualifications and apply for any positions that match your skills and capabilities.



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