Analista de Soluções Pleno – ITSM

This is a fully remote position, open to applicants anywhere in the world.

📋 Description

• Implement and enhance IT Service Management (ITSM/ESM) solutions, focusing on the Freshservice platform.

• Gather requirements from business areas and assist in defining processes and service workflows.

• Configure and customize the Freshservice platform according to client needs.

• Implement workflows, business rules, service catalogs, SLAs, and automations.

• Translate business requirements into technical configurations, ensuring adherence to ITSM best practices.

• Act as a liaison between business and technology teams during the implementation and evolution phases of the solution.

• Support testing, approvals, and deployments in a production environment.

• Provide functional support for the platform by identifying, analyzing, and resolving incidents and improvement opportunities.

• Monitor the solution's performance and propose continuous improvements to enhance operational efficiency and service quality.

• Document configurations, processes, and implemented solutions, keeping the knowledge base up to date.

• Collaborate with multidisciplinary teams to ensure quality deliverables and client satisfaction.

⛳️ Requirements

• Experience with at least one ITSM tool, such as Freshservice (preferred), ServiceNow, BMC Helix, Jira Service Management, or similar.

• Experience in implementing and maintaining ITSM/ESM platforms.

• Experience in the implementation and configuration of key ITIL processes, such as Incident Management, Problem Management, Change Management, Configuration Management (CMDB), Asset Management, and Service Catalog.

• Familiarity with gathering requirements and mapping processes with business areas.

• Experience in translating business needs into solutions and configurations on the ITSM platform.

• Knowledge of ITIL 4 and best practices in IT Service Management.

• Ability to analyze KPIs and reports to support continuous service improvement.

• Bachelor's degree completed or in progress in Information Technology or related fields.

🏝️ Benefits

• Culture in an innovative segment with continuous learning;

• Dental plan with Omint;

• Health plan with Omint;

• Life insurance with Omint;

• Meal voucher or food allowance of R$42.00/day;

• Transportation voucher (if necessary) or fuel assistance;

• Language subsidy;

• TotalPass;

• Gift Card (Birthday);

• Morning and afternoon coffee at POPULOS;

• Certification and training program;

• Performance Incentive Program (performance evaluation, career plan, feedback);

• Partnership with Educational Institutions (FIA, FIAP, FGV, etc.);

• Partnership with Sesc.