CISCO SERVICES OPERATIONS ANALYST

SourceHub operates as a Shared Services Center (SSC) for the ScanSource Group, a U.S.-based multinational company founded in 1992 and headquartered in Greenville, South Carolina. ScanSource specializes in the distribution of global technology products and services from leading partners such as Microsoft, Dell, HP, Intel, and Lenovo, delivering innovation and support that drive our customers’ digital transformation.

As SourceHub, we are responsible for delivering Finance and Accounting, Human Resources, Information Technology, Procurement and Supply Chain, Legal and Compliance, and general administrative services with efficiency and quality.

We are looking for a CISCO SERVICES OPERATIONS ANALYST to bethe dedicated operational owner for all Cisco software, subscription, licensing, and service orders. Working as the primary liaison between internal teams and Cisco, this role ensures accurate order processing, timely fulfillment, issue resolution, and proactive management of open orders throughout their lifecycle.

The ideal candidate combines strong order management expertise with the ability to navigate Cisco tools, service programs, and operational processes while delivering exceptional support to internal stakeholders and customers.

Responsabilidades e atribuições

• Process software subscription, service, and purchase orders accurately and efficiently through supplier platforms and SAP.
• Manage incoming order queues and service requests to ensure timely processing and fulfillment.
• Monitor open orders and maintain accurate Estimated Time of Arrival (ETA) updates within supplier systems and internal tools.
• Act as a primary liaison between internal teams and suppliers to resolve operational issues and expedite order completion.
• Develop and maintain expertise in supplier tools, processes, and service programs to support operational excellence.
• Ensure orders meet established SLA requirements and quality standards.
• Track and manage order lifecycle activities from order placement through invoicing and completion.
• Maintain accurate records and databases of order activity, status updates, and transaction history.
• Generate and review operational reports to identify delays, bottlenecks, and opportunities for process improvement.
• Escalate critical issues as needed to ensure customer expectations and business objectives are achieved.
• Support administrative activities related to order management, supplier engagement, and operational reporting.
• Collaborate effectively with sales, operations, and supplier teams to drive successful outcomes.

Requisitos e qualificações

• Bachelor's degree or equivalent professional experience.
• Advanced English proficiency both written and verbal
• Experience in Order Management, Customer Operations, Vendor Operations, Supply Chain Operations, or a related field.
• Strong organizational skills with the ability to manage multiple priorities simultaneously.
• Excellent verbal and written communication skills.
• Strong analytical and problem-solving abilities.
• Customer-focused mindset with a commitment to responsiveness and service excellence.
• High attention to detail and commitment to accuracy.
• Proficiency with Microsoft Office Suite, especially Excel and Outlook.
• Ability to work independently and collaboratively within a team-oriented environment.

Preferred

• Experience using SAP.
• Experience working with software subscriptions, service contracts, licensing, or technology products.
• Experience using supplier portals and order management systems.
• Knowledge of Cisco tools, programs, and operational processes.
• Experience in technology distribution, channel operations, or vendor management environments.

Informações adicionais

• Employment under CLT regime (Brazil).
• Competitive salary, aligned with current market standards.
• Meal and/or food allowance (BRL 45.00 per business day).
• Transportation allowance or free on-site parking.
• Health insurance plan.
• Dental insurance plan.
• TotalPass.
• Hybrid work model (3 days on-site and 2 days remote).
• Must reside in Curitiba, PR, or the surrounding metropolitan area.
• Annual Profit-Sharing Program (PPR), based on performance and goal achievement.
• Birthday Day Off.
• Life insurance.