Create, implement and maintain IT governance policies and processes.
Propose and implement continuous improvement actions for IT Service Management processes, covering: Incident Management, Request Fulfillment, Demand Management, Problem Management, Change Management, Configuration Management, Service Catalog and Service Level Management.
Perform operational enhancements in ServiceNow, including updates to the Service Catalog, creation and maintenance of dashboards and development of reports.
Assess and recommend ServiceNow improvements related to the processes under your responsibility, aligning them with industry best practices and overseeing the full cycle from analysis and development through production deployment.
Support IT and Operations in drafting and publishing standards and policies, monitoring the document lifecycle, managing validity periods and ensuring responsible areas are prompted to review and update documents within established deadlines.
Monitor and ensure IT practices comply with internal and external regulations and standards.
Provide support for internal and external IT audits.
Track performance indicators (KPIs) and ensure IT services meet established requirements.
Identify opportunities to improve IT governance processes and compliance with best practices.
Collaborate with IT teams and other business areas to ensure alignment on governance initiatives.

Bachelor’s degree in Information Technology or a related field.
Knowledge of implementing IT processes and ITSM tools.
Experience with industry frameworks (ITIL, COBIT, ISO 20000 and ISO 27001).
Clear and effective communication skills with stakeholders.
Solid understanding of IT infrastructures, platforms and technology tools used across the organization.
Ability to analyze data, generate insights and make informed decisions to continuously improve IT governance processes.
Preferred: Postgraduate degree in IT Management, Security or IT Governance.
Preferred: ITIL and/or COBIT certification.

Senior IT Governance Analyst

Key skills