Job Description

Inetum is a global leader in IT services, dedicated to providing innovative solutions to our clients. We are committed to fostering a dynamic, inclusive workplace that values diversity, where creativity and collaboration thrive. We operate in 19 countries with more than 28,000 employees worldwide.

If you are looking for a dynamic, innovative, and technology-driven company, Inetum is the place for you! Come be Inetum!

The Functional Application Support Analyst is responsible for providing technical and functional support to users of multiple banking applications, ensuring service continuity, system reliability, and a high level of user satisfaction.

This role involves handling user requests, incidents, problems, and changes, while coordinating with different support levels such as Application Development (ADM), Production, Operations, and other technical teams. The analyst will act as a key point of contact between users and technical teams, ensuring clear communication, timely resolution, and continuous improvement of support processes.

Key Responsibilities

User Support & Incident Management

• Provide functional and technical support to application users in a timely and efficient manner.
• Handle incidents, service requests, problems, and changes in accordance with ITIL processes
• Ensure clear communication with users regarding issue status, resolution, and follow-up actions.

Coordination & Operational Support

• Coordinate with second and third-level support teams (ADM, Production, Operations, etc.) to investigate and resolve complex issues.
• Process requests for specific operational activities such as data processing, extractions, and ad-hoc actions.
• Ensure smooth execution of operational activities by defining and maintaining control points within procedures.

Knowledge Management & Continuous Improvement

• Build, maintain, and update a knowledge base documenting known issues, root causes, and resolutions.
• Develop a strong understanding of supported systems and related business domains to provide high-quality support.
• Proactively identify process improvements and suggest enhancements to increase efficiency and service quality.
• Produce ad-hoc reports and operational documentation when required.

Qualifications

• Linux – Hands-on operational experience
• Oracle Database – Practical knowledge
• ITIL Framework – Strong understanding (Incident, Problem, Change Management)
• Ansible – Operational usage
• ServiceNow – Ticketing and workflow management
• Dynatrace – Application monitoring and performance management

Nice to Have

• Knowledge of Financial Markets, particularly Transversal Financial Markets
• Experience supporting applications in banking or financial environments

Language Skills

• Portuguese: Fluent / Native
• English: Professional proficiency (candidate must be able to conduct interviews and daily work in English)
• French: Basic knowledge (nice to have)