[Job - 28643] Mid-Level Support Analyst, Brazil
We are tech transformation specialists, uniting human expertise with AI to create scalable tech solutions.
With over 8,000 CI&Ters around the world, we’ve built partnerships with more than 1,000 clients during our 30 years of history. Artificial Intelligence is our reality.
We’re seeking Support Analysts who are passionate about digital transformation and root-cause problem solving. You’ll partner directly with an international client to support critical production systems—centered on Microsoft Power Automate and Power Platform—with integrations across multiple vendors and channels. You’ll help operate and improve flows that leverage AI agents (e.g., Copilot Studio, AI Builder, Azure OpenAI) for automation, triage, and communications at scale.
What you’ll do:
What you’ll do:
- Own L2 support for complex, multi-vendor ecosystems (services, queues, file transfers, APIs) built around Power Automate flows
- Monitor, triage, and resolve incidents using DataDog (APM/logs/dashboards) and ServiceNow (ITSM workflows/CMDB)
- Analyze Power Automate flow runs and logs, debug failures, manage retries, and implement robust error handling/alerts
- Maintain and optimize automations that use AI agents and AI capabilities (e.g., Copilot Studio bots, AI Builder, Azure OpenAI) for classification, summarization, and conversational workflows
- Build and enhance integrations via standard/custom connectors (e.g., ServiceNow, Twilio, WhatsApp Business API), and APIs tested with Postman
- Create/run scripts and service processes to reduce toil; keep runbooks and KB articles current
- Drive preventive actions and continuous improvement through RCA, automation, and process refinement
- Communicate clearly with global stakeholders, including non-technical audiences
- Solid experience with ITSM/ITIL (Incident, Problem, Change, Request)
- Proven L2 support background in distributed, integrated environments (log analysis, troubleshooting, RCA)
- Hands-on with Microsoft Power Automate (cloud flows): connectors, conditions, parallelism, retries, error handling, governance (environments, DLP policies), and monitoring
- Experience orchestrating or supporting AI-driven automations: Copilot Studio bots, AI Builder models, and/or Azure OpenAI integrations within Power Automate or related services
- ServiceNow (ticketing, workflows, CMDB) for operational processes
- Observability with DataDog (dashboards, alerts, APM/log management)
- Familiarity with communications platforms/APIs like Twilio for messaging/alerts
- Scripting/automation experience (Bash, PowerShell, Python, or similar)
- Strong communication skills; English reading/writing with ability to communicate with native speakers
- Availability for shifts (8:00 AM–5:00 PM BRT or 1:00 PM–10:00 PM BRT) and occasional holiday coverage
- Fluent English; intermediate or fluent Spanish
- WhatsApp integrations (e.g., WhatsApp Business API) for operational messaging/use cases
- Microsoft Power Platform breadth: Power Automate Desktop, Power Apps, custom connectors, solution packaging/ALM
- SQL and API testing with Postman; non-relational databases (e.g., MongoDB)
- Cloud experience (AWS and/or Azure) in production environments
- Experience implementing Operations processes within a waterfall project context
- ServiceNow advanced modules (e.g., Discovery, Automation Engine, Flow Designer)
- High impact: support mission-critical, AI-enhanced automations for a global client
- Growth mindset: learn and apply the latest in Power Platform, observability, and AI agent orchestration
- Collaborative culture that values diversity, respect, and continuous improvement
- Real improvement: opportunities to automate, reduce incidents, and standardize operations
- Predictable scheduling with clear expectations for holiday coverage
Location: Brazil (remote or hybrid)
Schedule: 8:00 AM–5:00 PM BRT or 1:00 PM–10:00 PM BRT.
Occasional holiday coverage as needed.
#LI-THAI23
We’re seeking Support Analysts who are passionate about digital transformation and root-cause problem solving. You’ll partner directly with an international client to support critical production systems—centered on Microsoft Power Automate and Power Platform—with integrations across multiple vendors and channels. You’ll help operate and improve flows that leverage AI agents (e.g., Copilot Studio, AI Builder, Azure OpenAI) for automation, triage, and communications at scale.
What you’ll do:
What you’ll do:
- Own L2 support for complex, multi-vendor ecosystems (services, queues, file transfers, APIs) built around Power Automate flows
- Monitor, triage, and resolve incidents using DataDog (APM/logs/dashboards) and ServiceNow (ITSM workflows/CMDB)
- Analyze Power Automate flow runs and logs, debug failures, manage retries, and implement robust error handling/alerts
- Maintain and optimize automations that use AI agents and AI capabilities (e.g., Copilot Studio bots, AI Builder, Azure OpenAI) for classification, summarization, and conversational workflows
- Build and enhance integrations via standard/custom connectors (e.g., ServiceNow, Twilio, WhatsApp Business API), and APIs tested with Postman
- Create/run scripts and service processes to reduce toil; keep runbooks and KB articles current
- Drive preventive actions and continuous improvement through RCA, automation, and process refinement
- Communicate clearly with global stakeholders, including non-technical audiences
- Solid experience with ITSM/ITIL (Incident, Problem, Change, Request)
- Proven L2 support background in distributed, integrated environments (log analysis, troubleshooting, RCA)
- Hands-on with Microsoft Power Automate (cloud flows): connectors, conditions, parallelism, retries, error handling, governance (environments, DLP policies), and monitoring
- Experience orchestrating or supporting AI-driven automations: Copilot Studio bots, AI Builder models, and/or Azure OpenAI integrations within Power Automate or related services
- ServiceNow (ticketing, workflows, CMDB) for operational processes
- Observability with DataDog (dashboards, alerts, APM/log management)
- Familiarity with communications platforms/APIs like Twilio for messaging/alerts
- Scripting/automation experience (Bash, PowerShell, Python, or similar)
- Strong communication skills; English reading/writing with ability to communicate with native speakers
- Availability for shifts (8:00 AM–5:00 PM BRT or 1:00 PM–10:00 PM BRT) and occasional holiday coverage
- Fluent English; intermediate or fluent Spanish
- WhatsApp integrations (e.g., WhatsApp Business API) for operational messaging/use cases
- Microsoft Power Platform breadth: Power Automate Desktop, Power Apps, custom connectors, solution packaging/ALM
- SQL and API testing with Postman; non-relational databases (e.g., MongoDB)
- Cloud experience (AWS and/or Azure) in production environments
- Experience implementing Operations processes within a waterfall project context
- ServiceNow advanced modules (e.g., Discovery, Automation Engine, Flow Designer)
- High impact: support mission-critical, AI-enhanced automations for a global client
- Growth mindset: learn and apply the latest in Power Platform, observability, and AI agent orchestration
- Collaborative culture that values diversity, respect, and continuous improvement
- Real improvement: opportunities to automate, reduce incidents, and standardize operations
- Predictable scheduling with clear expectations for holiday coverage
Location: Brazil (remote or hybrid)
Schedule: 8:00 AM–5:00 PM BRT or 1:00 PM–10:00 PM BRT.
Occasional holiday coverage as needed.
#LI-THAI23
Our benefits:
-Health and dental insurance
-Meal and food allowance
-Childcare assistance
-Extended paternity leave
-Partnership with gyms and health and wellness professionals via Wellhub (Gympass) TotalPass;
-Profit Sharing and Results Participation (PLR);
-Life insurance
-Continuous learning platform (CI&T University);
-Discount club
-Free online platform dedicated to physical, mental, and overall well-being
-Pregnancy and responsible parenting course
-Partnerships with online learning platforms
-Language learning platform
And many more!
More details about our benefits here: https://ciandt.com/br/pt-br/carreiras
At CI&T, inclusion starts at the first contact. If you are a person with a disability, it is important to present your assessment during the selection process. See which data needs to be included in the report by clicking here.This way, we can ensure the support and accommodations that you deserve. If you do not yet have the assessment, don't worry: we can support you in obtaining it.
We have a dedicated Health and Well-being team, inclusion specialists, and affinity groups who will be with you at every stage. Count on us to make this journey side by side.
