Quick Summary
NSTECH is seeking a remote Platform Engineering Specialist in Brazil to own, automate, and administer service and ITSM platforms such as GLPI, AICC, and Movidesk. Key responsibilities include creating ticket automations, forms, catalogs, routing rules, managing REST API integrations, and monitoring releases. Candidates need 5+ years of ITSM or service platform administration experience, strong proficiency in REST APIs, webhooks, SQL, and code debugging, with scripting (Python, PHP, JavaScript), Azure, AI customer service tooling, and English proficiency considered pluses.
The Mission
Transform nstech's service platforms into operational accelerators. You will be hands-on with the tools: configuring, automating, and integrating so that tickets progress autonomously as far as the platform allows, enabling analysts to invest their time solving problems rather than operating systems.
This is a role with genuine technical ownership and dedicated focus. You will be the reference point for service platforms across the company, with room to propose, implement, and evolve solutions.
What You Will Do
Technical Platform Ownership
- Functional administration of service platforms and their integrations: triggers, macros, routing, forms, catalogs, and SLA rules.
- Assume technical ownership of internal tools such as GLPI, AICC, Movidesk, and their integrations with other company systems.
- Monitor deploys and releases, validating impact prior to production.
- Maintain integrations across service, operations, and observability systems, ensuring data consistency.
Automation and Self-Service
- Configure automatic routing and overflow between tiers and departments, eliminating manual stage transitions.
- Build and maintain forms, service catalogs, and ticket creation workflows within the platforms.
- Identify repetitive demands and convert them into automation.
- Implement tools to generate operational data with consistency and zero manual effort.
Process and Business Interface
- Gather requirements across departments, refine change scopes, and translate them into executable technical specifications.
- Document platform processes and runbooks.
- Engage in direct technical dialogue with vendors: opening and monitoring requests, and validating deliveries.
- Contribute to the target channel architecture from an operator's perspective.
What We Are Looking For
Essential
- 5+ years working with service platforms or ITSM in a technical or platform administration capacity.
- Proven experience implementing solutions—not just operating them—and overseeing their technical governance.
- Solid technical foundation: REST APIs, webhooks, system integrations, code reading and debugging, SQL.
- Ability to navigate both worlds: communicating technically with developers and vendors, and translating concepts for business stakeholders without jargon.
- End-to-end process perspective, looking beyond just the tool interface.
- Autonomy and a fast learning curve: the squad is lean and the ecosystem is diverse.
Differentials
- Knowledge and/or implementation of AI solutions for customer service: chatbots, agents, automated classification, and RAG over knowledge bases.
- Experience with GLPI, contact center platforms, or omnichannel tools.
- Experience with Azure (Logic Apps, Functions, Entra) and Azure DevOps.
- Scripting in Python, PHP, or JavaScript for automations and integrations.
- ITIL or practical experience in service management.
- English proficiency for communicating with global vendors.
Who You Are
- Hands-on approach
- Strong documentation skills
- Organized across multiple simultaneous initiatives
- Ability to explain technical topics clearly to non-technical audiences