It Governance Analyst

Sourcehub; Curitiba; On-site; BRL 60,000 - 90,000; Full time

Job summary

Sourcehub is seeking a Service Desk/ITSM professional to monitor incidents and service requests, ensure data quality, and coordinate with global teams. The role emphasizes SLA awareness, accurate ticket routing, and reporting integrity in a dynamic service environment.

Ideal candidates have 1–3 years in IT service management, strong English, and familiarity with Salesforce, ServiceNow, Jira Service Management, or Remedy, plus Power BI is a plus.

Qualifications

• Bachelor's degree completed or in final stages in IT/related field.
• English proficiency to read global procedures and interact with international teams.
• 1–3 years in Service Desk, Help Desk, IT Operations or ITSM environments.
• Knowledge of ITSM processes including Incident & Service Request Management.

Responsibilities

• Review incidents, service requests and problem tickets for accuracy and compliance.
• Validate mandatory fields, categorization and routing in ITSM platforms.
• Identify data inconsistencies and coordinate resolutions with teams.
• Monitor Service Desk queues for SLA risks and backlog concerns.
• Ensure tickets have complete documentation and closure notes.
• Validate dashboard data for reporting accuracy and reliability.
• Support standardization, governance, and continuous improvement in Service Desk.

Skills

English proficiency

Cross-team collaboration

Incident management

Service operation awareness

Data validation

Education

Bachelor's degree in IT/related field

Tools

Salesforce

ServiceNow

Jira Service Management

Remedy

Power BI

Job description

• Bachelor's degree completed or in the final stages of completion in Information Technology, Information Systems, Business Administration, Engineering, or a related field.
• Intermediate/Advanced English, with the ability to read global procedures, document information, and communicate with international teams.
• 1 to 3 years of experience in Service Desk, Help Desk, IT Operations, or IT Service Management environments.
• Knowledge of ITSM processes, including Incident Management and Service Request Management.
• Understanding of SLA and OLA concepts and their application within service operations.
• Experience with service management platforms such as Salesforce, ServiceNow, Jira Service Management, Remedy, or similar tools.
• Experience with Power BI is considered a plus.
• Strong communication and collaboration skills with the ability to work effectively across operational and support teams.

• Review incidents, service requests, and problem tickets to ensure accuracy, completeness, and compliance with established procedures.
• Validate mandatory fields, supporting documentation, ticket categorization, classification, and routing within IT service management platforms.
• Identify and correct data inconsistencies or coordinate resolution with the responsible teams.
• Monitor Service Desk queues daily to identify stalled tickets, SLA risks, aging cases, and backlog concerns.
• Follow up with operational teams to ensure timely progress and resolution of open tickets.
• Verify that tickets contain complete documentation of diagnosis, troubleshooting activities, resolutions, and closure notes.
• Validate information used in dashboards and management reports to ensure reporting accuracy and reliability.
• Support standardization initiatives, governance controls, and continuous improvement projects across the Service Desk organization.