This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Analista de Sistemas PL based in Brazil.
This role is focused on IT service management, ensuring operational stability and efficient resolution of incidents, problems, and service requests.
You will monitor and coordinate support processes, ensuring compliance with service levels, performance indicators, and governance standards.
The position offers the opportunity to work with global teams, contributing to continuous improvement initiatives and technology operations.
You will act as a key connection point between users, technical teams, and stakeholders, ensuring clear communication and effective issue resolution.
The role combines ITSM practices, process management, reporting, and crisis coordination in a structured technology environment.
You will contribute to improving service quality through data analysis, documentation, and proactive recommendations.
Accountabilities:
The role is responsible for managing IT service processes, monitoring operational performance, and ensuring incidents and requests are handled efficiently according to established standards.
- Monitor incidents and service requests through ServiceNow or similar ITSM platforms.
- Ensure tickets are properly categorized, prioritized, and assigned to the appropriate resolution teams.
- Track ticket progress, follow up on pending actions, and ensure timely closure according to agreed SLAs.
- Support crisis management activities, participating in War Rooms and maintaining clear communication with stakeholders.
- Prepare performance reports, KPI dashboards, and incident trend analyses to support decision-making.
- Ensure proper documentation and compliance with IT governance standards and ITIL best practices.
- Identify process improvement opportunities and contribute to preventive actions that increase service efficiency.
- Maintain effective communication between users, technical teams, and management throughout the service lifecycle.
- Support collaboration with international teams and participate in meetings across different regions.
Requirements:
The ideal candidate is a technology professional with experience in IT service management, strong organizational skills, and the ability to operate effectively in structured and global environments.
- Bachelor’s degree in Information Technology, Computer Science, or related fields (completed or in progress).
- Experience working with IT governance processes and service management practices.
- Strong knowledge of ITIL concepts and best practices.
- Experience with ServiceNow or similar incident and service request management tools.
- Proficiency with Microsoft Office tools, especially Excel and Power BI for reporting and analysis.
- Advanced or fluent English proficiency for communication with international teams.
- ITIL Foundation certification is highly desirable.
- Previous experience working in global environments and managing critical incidents or crisis situations is preferred.
- Advanced or fluent Spanish proficiency is considered a plus.
- Strong analytical skills, organization, communication abilities, and a customer-oriented mindset.
Benefits:
- 100% remote work model.
- Full-time employment opportunity.
- Commercial working hours with occasional availability for critical incident situations.
- Opportunity to collaborate with international teams and global technology environments.
- Professional growth opportunities through exposure to IT governance, ITSM processes, and technology operations.
- Inclusive workplace culture that values diversity, collaboration, and innovation.
- Continuous learning opportunities and development support.
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