Systems and Processes Analyst

Jobtailor; Brasília; Presencial; BRL 120 000 - 180 000; Tempo integral

Resumo da oferta

Jobtailor is seeking an ITSM specialist to lead design, analysis, implementation and continuous improvement of ITSM processes in line with ITIL 4. You will collaborate across incident, problem, change, configuration, asset and service catalog domains, and prepare reports to monitor performance.

You will assess risks, identify opportunities for optimization, standardization and automation, and contribute to governance maturity within the IT services.

Qualificações

• Bachelor’s degree in Information Technology or related postgraduate qualification.
• Experience designing, analyzing, implementing and improving ITSM processes.
• Experience in process mapping and modeling.
• Experience with ITIL processes: Incident, Request, Problem, Change, Service Configuration, IT Asset, Service Catalog.
• Experience with ITSM tools.
• Knowledge in producing technical and management reports.
• Experience integrating technical areas and clients.
• Knowledge of risk analysis, impact assessment and continuous process improvement.
• Mandatory ITIL certification.

Responsabilidades

• Support design, analysis, implementation and ongoing improvement of ITSM processes.
• Ensure adherence to ITIL 4 best practices.
• Review and update workflows, procedures, policies, standards and RACIs.
• Collaborate with Incident, Request, Problem, Change, Configuration, IT Asset and Service Catalog management.
• Prepare technical and management reports to monitor processes.
• Support risk and impact analyses related to IT changes and operations.
• Identify opportunities for process optimization, standardization and automation.
• Facilitate integration between technical areas, support teams and clients.
• Ensure process compliance with internal policies, regulations and contractual requirements.
• Contribute to governance evolution and maturity of IT services.

Conhecimentos

ITSM process design

ITIL processes knowledge

Process mapping

Risk analysis

Client integration

Formação académica

Bachelor’s degree in Information Technology or related postgraduate qualification

Ferramentas

ITSM tools

Descrição da oferta de emprego

Responsibilities

• Support design, analysis, implementation, maintenance and continuous improvement of IT Service Management (ITSM) processes.
• Ensure process adherence to ITIL 4 best practices.
• Review and update workflows, procedures, policies, standards and RACI matrix.
• Work integrally with Incident, Request, Problem, Change, Configuration, IT Asset and Service Catalog management processes.
• Prepare technical and management reports to monitor processes.
• Support risk and impact analyses related to IT changes and operations.
• Identify opportunities for process optimization, standardization and automation.
• Facilitate integration between technical areas, support teams and the client.
• Ensure process compliance with internal policies, regulations and contractual requirements.
• Contribute to the evolution of governance and the maturity of IT services.

Requirements

• Bachelor’s degree in Information Technology or a degree in any field with a postgraduate qualification in Information Technology, IT Governance, IT Service Management or a related area.
• Experience in projects for design, analysis, implementation and improvement of IT Service Management (ITSM) processes.
• Experience in process mapping and modeling.
• Experience with ITIL processes: Incident Management; Request Fulfillment; Problem Management; Change Management; Service Configuration; IT Asset Management; Service Catalog.
• Experience with ITSM tools.
• Knowledge in preparing technical and management reports.
• Experience integrating technical areas and clients.
• Knowledge of risk analysis, impact assessment and continuous process improvement.
• Mandatory certification: ITIL certification.