Support the design, analysis, implementation, maintenance, and continuous improvement of IT Service Management (ITSM) processes;
Ensure adherence to ITIL 4 best practices;
Review and update workflows, procedures, policies, and the RACI matrix;
Work in an integrated manner with all ITIL processes;
Prepare technical and management reports;
Provide information for risk analysis and change impact assessment;
Identify opportunities for process optimization and automation;
Operate in compliance with internal policies and regulations;
Facilitate integration between technical teams and with the client;
Ensure processes comply with internal policies and contractual requirements.

Bachelor's degree in Information Technology or related fields;
Extensive experience in designing, analyzing, implementing, or improving IT Service Management (ITSM) processes;
Experience managing: Incidents; Requests; Problems; Changes; Service Configuration; IT Assets; Service Catalog;
Experience with ITSM tools;
Experience developing and reviewing workflows, procedures, policies, and RACI matrices;
Experience preparing technical and management reports;
Knowledge of risk analysis and change impact assessment;
Experience in continuous improvement and process optimization;
Certification: ITIL v4.

Important: All our positions are open to professionals with disabilities and promote gender and racial/ethnic equity.

Governance Analyst

Key skills