IT Service and Quality Management Specialist

Ntechcolab; Curitiba; Híbrido; BRL 120.000 - 190.000; Jornada completa

Descripción de la vacante

Techco.Lab in Curitiba, Brazil, is seeking an IT Service and Quality Management Specialist to own ITSM processes and ServiceNow lifecycle. You will ensure seamless IT service integration, collaborate with IT and business teams, and drive CSI across the Americas.

The role requires strong ServiceNow ITOM Discovery and ITSM experience, CMDB governance, and KPI-driven improvements. Excellent English is essential, German is a plus; hybrid work model with partial office presence in Curitiba.

Formación

• Degree in IT or equivalent professional experience.
• Strong experience with ServiceNow ITOM Discovery and ITSM.
• Solid knowledge of CMDB, IT infrastructure, servers, networks and cloud environments.
• Good understanding of ITIL processes and service management practices.
• Experience with data modeling, reporting, KPIs, and data quality management.
• Analytical and structured problem-solving skills.
• Strong communication and stakeholder management abilities.
• Ability to work independently and collaboratively in teams.
• Advanced written and spoken English; German language skills are a plus.

Responsabilidades

• Operate, plan, and optimize ServiceNow ITOM Discovery and MID Servers
• Develop and maintain discovery schedules, credentials, and patterns
• Monitor, troubleshoot, and improve Discovery and CMDB data quality
• Manage CMDB CI classes, relationships, governance, and lifecycle
• Maintain integrations with monitoring tools, cloud services, APIs, asset management, and HR systems
• Define and maintain KPIs, dashboards, audits, and CMDB compliance processes
• Support and enhance ITSM processes (Incident, Request, Change, Assets, and Knowledge)
• Translate business requirements into technical ServiceNow solutions
• Manage workflows, business rules, UI policies, catalog items, and dashboards
• Drive Continual Service Improvement (CSI), process reviews, and KPI analysis
• Create technical documentation, conduct training sessions, and support knowledge transfer
• Support IT provider management and software license management

Conocimientos

Communication skills

Analytical thinking

Problem solving

English (Advanced)

German language

Educación

Degree in IT or equivalent

Herramientas

ServiceNow ITOM Discovery

ServiceNow ITSM

CMDB

ITIL

Descripción del empleo

IT Service and Quality Management Specialist

techco.lab Curitiba, PR Full-time Hybrid

Company Description

Techco.Labis the technological innovation hub of the Netzsch Group, a traditional German company with over 150 years of history. With a global presence, Techco.Lab brings together multidisciplinary teams to develop sustainable digital solutions, promoting a collaborative, creative, and excellence-focused environment.

The company combines the solidity of a multinational with the agility of a technology lab, offering space for experimentation and professional growth in projects with international impact.

Job Description

Establish, further develop, and ensure the quality of ITSM processes and tools (ServiceNow) to ensure IT service integration, support collaboration between IT and business, and provide and manage the lifecycle of valuable IT services for the Netzsch Group, also with a focus on the Americas region

Qualifications

Responsibilities

• Operate, plan, and optimize ServiceNow ITOM Discovery and MID Servers
• Develop and maintain discovery schedules, credentials, and patterns
• Monitor, troubleshoot, and improve Discovery and CMDB data quality
• Manage CMDB CI classes, relationships, governance, and lifecycle
• Maintain integrations with monitoring tools, cloud services, APIs, asset management, and HR systems
• Define and maintain KPIs, dashboards, audits, and CMDB compliance processes
• Support and enhance ITSM processes (Incident, Request, Change, Assets, and Knowledge)
• Translate business requirements into technical ServiceNow solutions
• Manage workflows, business rules, UI policies, catalog items, and dashboards
• Drive Continual Service Improvement (CSI), process reviews, and KPI analysis
• Create technical documentation, conduct training sessions, and support knowledge transfer
• Support IT provider management and software license management

Requirements

• Degree in IT or equivalent professional experience
• Strong experience with ServiceNow IT modules, especially ITOM Discovery and ITSM
• Solid knowledge of CMDB, IT infrastructure, servers, networks, and cloud environments
• Good understanding of ITIL processes and service management practices
• Experience with data modeling, reporting, KPIs, and data quality management
• Analytical and structured problem-solving skills
• Strong communication and stakeholder management abilities
• Ability to work independently and collaboratively in teams
• Troubleshooting and root cause analysis skills
• Advanced written and spoken English
• German language skills are a plus

Additional Information

Preferably hybrid work in Pomerode or Curitiba.