Key skills
ServiceNowJira
About this role
Role Overview
- Support the collection, analysis and consolidation of data for performance and IT service satisfaction reports
- Contribute to organizing and updating the IT Governance framework in accordance with the company's strategic plans
- Support meetings by documenting tasks and topics discussed
- Organize backlog and activity/project cards for ongoing work, ensuring alignment between priorities, deliveries and operational challenges with other team members
- Support IT Governance structure activities, including but not limited to: change and incident management, problem management, audits, service catalog, knowledge management, demand management, among others.
Requirements
- Fundamentals of ITIL and COBIT
- Basic knowledge of audit and compliance (GRC, LGPD)
- Performance indicator management (KPIs, SLAs, MTTR)
- Microsoft Office: Word, Excel, PowerPoint
- Process documentation and standardization
- Incident and request management (classification, escalation)
- Service catalog and asset organization
- Process mapping: BPMN, Visio, Bizagi
- Risk and internal control management: GRC, ISO 27001
- Legislation and standards: LGPD
- Quality frameworks: ISO 20000
- Service management tools: Jira, TopDesk, ServiceNow
- Planning and organization: Planner, Trello, Notion
Tech Stack
- ServiceNow
Benefits
- Meal allowance or food allowance
- Health insurance
- Dental insurance
- Life insurance
- Transportation allowance
- Birthday day off
- Gympass
- Zenklub
- Universidade Quali – training platform