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PLUXEE BRASIL TECNOLOGIA LTDA; São Paulo; Remote; BRL 60,000 - 90,000; Full time

Job summary

Pluxee Brasil Tecnologia LTDA is seeking a SIAM Processes and Tools Manager to design, implement, and oversee SIAM/ITSM processes across multiple platforms and suppliers. You will lead end-to-end monitoring, dashboards, and analytics, supported by robotics to reduce manual effort.

The role requires extensive SIAM/ITSM experience, ServiceNow administration, ITIL knowledge, and strong English communication skills; remote work is possible within a global IT foundation team.

Qualifications

• 5+ years in IT Services Operations.
• At least 3 years in processes development and ITSM tool administration (ServiceNow).
• Minimum 5 years as ServiceNow administrator in IT production and service management.
• Minimum 3 years of process development and implementation based on ITIL v3/v4 or COBIT 5.

Responsibilities

• Manage ITSM Tool based on ServiceNow; maintain platform availability and future growth.
• Coordinate tools suppliers on day-to-day activities to ensure efficiency and quality.
• Enable robotics to automate routine tasks and reduce operational effort.
• Establish fully integrated ITSM across multiple platforms with other tool owners.
• Coordinate and perform platform upgrades.
• Ensure quality and continuity of service operations; design and maintain SIAM/ITSM processes.
• Verify compliance of parties to processes.
• Monitor process performance and KPIs; act on deviations.
• Identify process improvements and coordinate with Service Delivery.
• Detect and agree on new cross-supplier processes.
• Coordinate tools suppliers to ensure delivery quality.
• Enable dashboards: collect data and provide KPI trends; support single source of truth.

Skills

SIAM experience

ITSM knowledge

Jira Service Management

Datadog

English fluency

ITIL knowledge

DevOps / CI-CD

Supplier collaboration

Change management

Dashboard / KPI reporting

Remote work capability

Team leadership

Tools

Jira Service Management

Datadog

ServiceNow

Job description

Minor Apprentice Job Description

Pluxee is a global player in employee benefits and engagement that operates in 31 countries. Pluxee helps companies attract, engage, and retain talent thanks to a broad range of solutions across Meal & Food, Wellbeing, Lifestyle, Reward & Recognition, and Public Benefits. Powered by leading technology and more than 5,000 engaged team members, Pluxee acts as a trusted partner within a highly interconnected B2B2C ecosystem made up of more than 500,000 clients, 36 million consumers and 1.7 million merchants. Conducting its business as a trusted partner for more than 45 years, Pluxee is committed to creating a positive impact on all its stakeholders, from driving business to local communities, to supporting wellbeing at work for employees while protecting the planet. Pluxee is a global player in employee benefits and engagement that operates in 31 countries. Pluxee helps companies attract, engage, and retain talent thanks to a broad range of solutions across Meal & Food, Wellbeing, Lifestyle, Reward & Recognition, and Public Benefits. Powered by leading technology and more than 5,000 engaged team members, Pluxee acts as a trusted partner within a highly interconnected B2B2C ecosystem made up of more than 500,000 clients, 36 million consumers and 1.7 million merchants. Conducting its business as a trusted partner for more than 45 years, Pluxee is committed to creating a positive impact on all its stakeholders, from driving business to local communities, to supporting wellbeing at work for employees while protecting the planet.

Your next challenge

Add business context Pluxee / Global IT Foundations & Platforms organization is looking for strong and experience candidate for role of SIAM Processes and Tools Manager - ServiceNow. What you’ll be doing: SIAM Processes and Tools managers is responsible for design / implementation and fulfilment of SIAM / ITSM processes across different master / local solutions or suppliers under her / his responsibility. In addition, role assure gradual implementation of E2E Monitoring, Dashboards and related analytics. All this supported by Robotics to lower the operational effort. SIAM Processes and Tools manager will have the responsibility to coordinate the suppliers in given tools area in day-to-day activities in order to assure suppliers efficiency and quality of the delivery.

RESPONSIBILITIES

• Manage ITSM Tool based on ServiceNow and in her / his responsibilities is to maintain platform availability as well as future development and growth.
• Coordinate the tools suppliers on day-to-day activities in order to assure suppliers efficiency and quality of the delivery.
• Enable processes robotics to lower operational effort by automating routine tasks in processes and operational procedures.
• Establish fully integrated ITSM solution across multiple platforms in cooperation with other tools owners.
• Coordinate and perform platform upgrades.
• The SIAM Processes and Tools manager ensures quality and continuity of service operations; designs, implements, coordinates, maintains and communicates SIAM / ITSM Processes.
• Verifies the compliance of the parties to the processes
• Monitors process performance and key metrics on regular basis and act on deviations
• Continuously identifies potential process improvements, makes appropriate recommendations to Service Delivery and co-ordinates process improvements
• Detects and agrees on new cross-supplier processes
• Coordinate the tools suppliers on day-to-day activities in order to assure suppliers efficiency and quality of the delivery.
• Is responsible to enable Dashboards: gathers information from different sources and provides automated on-time performance and trend information on all KPIs. To enable single source of truth of operational KPIs and SLAs.

SKILLS REQUIRED

• Proven track record in SIAM required
• Understanding and experience of ITSM tools as must
• Experience with Jira Service Management, Datadog as benefit
• International working environment experience with virtual team leading skills is seen as clear advantage
• Excellent communication, reporting and presentation skills, fluency in English
• Solid IT process knowledge with very good ITIL understanding, ITIL V3 or ITIL 4 certification (or similar) is required (Intermediate or Expert level).
• Knowledge in agile methodologies and DevOps, and proven experience in using those as part of service management e.g. through CI/CD pipeline automation or real-time monitoring as benefit
• Strong experience in supplier collaboration with off-shoring model
• Proactiveness and analysis and problem-solving skills
• Previous experience and track record in building management reporting framework (Dashboards / correct KPIs presentation to correct stakeholders)
• Organization Change Management skills required (to be able to introduce new or updated processes to the stakeholders)
• Able to embrace and promote cultural diversity and inclusion respectfully across own team and organization

Soft Skills

• be a strong team player
• be self-driving with attitude to execute and develop further without guidance
• have self-leadership skillsand the ability to influence and lead by example
• have humble and servant attitude with the passion to deliver and operate with high quality
• have a genuine interest in new technologies, business models, methods, and processes
• work well under pressure with a strong level of self-leadership
• act as a change agent on the agile way of working.
• Ability to work remotely

Work Experience Requirements

The candidate should have a 5 and more years’ of experience in IT Services Operations and at least 3 years’ of experience in area of processes development and ITSM tool administration (ServiceNow). Minimum 5years experience to work as administrator of ServiceNow platform. Minimum 5 years’ experience in IT production and service management. Minimum 3years of experience in process development and implementation based on ITIL v3, ITIL v4 or COBIT 5.

Languages

• English (Mandatory) any other language will be a plus

Competencies

• Adaptability (Competent)
• Attention to Detail (Competent)
• Builds effective teams (Competent)
• Communication (Competent)
• Continuous Improvement (Competent)
• Data Analysis (Competent)
• IT Service Management (ITSM) (Competent)
• Problem-Solving (Competent)
• Process Improvement (Competent)
• Service Desk Operations (Competent)

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Your team

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Happy at work

1) A meaningful job: Be the change! Help us build the future of employee benefits by bringing to life sustainable and personalized experiences and contribute to make a real impact on millions of lives. Our business model delivers not just for individuals but their communities too, by supporting local businesses and economies. 2) A great culture: People matter – a lot! Be part of a multicultural team that moves as one in a fast paced and innovative environment. We respect and care authentically about our people, we embrace wellbeing and work-life balance, new ideas and we have a lot of fun! 3) An empowering environment: Be yourself! At Pluxee we proudly embrace diversity and value the uniqueness of our talents, fostering an inclusive work place where all abilities are celebrated, and equal learning and growing opportunities are a given.