The Senior Technical Analyst supports and advances end-user technology services across the organization by resolving complex technical issues and ensuring reliable desktop, network, application, printer, and conference room technology operations. This role contributes to strategic End User Compute initiatives, including AI-enabled solutions, proofs of concept, implementation planning, adoption, and continuous improvement. Working with global business units, IT platforms, technical teams, and third-party vendors, the Senior Technical Analyst helps translate technical needs into clear actions, communications, and business-aligned outcomes. The position also supports effective IT operations through change management, documentation, collaboration space administration, meeting coordination, reporting, dashboards, and leadership summaries.
 
 
Roles and Responsibilities
Manage multiple workstreams independently and collaboratively, developing solutions and driving tasks to completion.
Develop and execute change management plans, communications, and stakeholder updates that translate technical information into clear, audience-appropriate messaging.
Research, evaluate, and support AI-enabled End User Compute (EUC) initiatives, including requirements gathering, proofs of concept, cross-functional coordination, implementation, and adoption.
Build strong relationships across global business units, platforms, and key partners to strengthen influence, alignment, and business impact.
Coordinate IT meetings, maintain collaboration spaces (Viva, Teams channels, SharePoint sites, ServiceNow Knowledge Base) and documentation, track meeting effectiveness and team accomplishments, and deliver timely reports, minutes, action items, dashboards, and leadership summaries.
Diagnose and resolve end-user hardware, software, printer, server, network, and application issues for onsite and remote users; recommend and implement corrective solutions as needed.
Respond promptly to support calls and emails, provide timely customer updates, and manage multiple tasks independently and collaboratively.
Perform new hire desk setups and computer upgrades, including screen, hard drive, and RAM replacements.
Partner with Telecom, LAN, Network teams, and third-party vendors to support efficient desktop, network, and conference room A/V operations.
Document IT procedures and processes, and properly handle, store, and maintain equipment and tools.
 
Requirements:
B. S. in Computer Science, Information Systems, Business Administration, or a related field.
5+ years relevant IT experience
English required B2+ 85-90%
(Plus) Portuguese B2+ 85-90%
Proficiency with standard documentation and productivity tools (e.g., Microsoft Office, ServiceNow).
Experience utilizing Project Management tools (i.e. Microsoft Project, Planner)
Demonstrated ability in written and oral communication skills along with strong presentation skills. Ability to determine the information and communication needs of the stakeholders and project.
Demonstrated ability to produce detailed incident resolution for a technical audience and produce clear written communications for a non-technical audience.
Strong organizational, project management and time management capabilities.
Deadline-driven and results-oriented; able to meet consistently high-quality standards while handling a variety of tasks and deadlines simultaneously.
Works independently and as a positive contributing member of a team.
Learns new systems and hardware, as implemented.