This is a fully remote position, open to applicants in Brazil.

📋 Description

• Analyze and document the current-state ("As-Is") ITSM processes across various regions, which include Incident, Request, Problem, Change, and Knowledge Management.

• Conduct interviews and workshops with stakeholders to gather requirements as well as identify gaps, inefficiencies, and regional differences.

• Assist the Workstream Lead and Workstream Project Manager in the creation of project artifacts and presentations.

• Develop deliverables such as process maps (L2/L3), business requirements documentation, and functional specifications.

• Promote standardization and harmonization across regions while considering local constraints.

• Collaborate with SMEs, Workstream Leads, and Program Leadership to convert business needs into structured requirements.

• Facilitate alignment among stakeholders within a global organization that has a matrix structure.

• Ensure consistency with adjacent IT domains, including Service Desk, Hosting, Tech4Tech, and Digital Workplace.

• Support the implementation of new processes and methodologies.

⛳️ Requirements

• Demonstrated experience as a Business Analyst in transformation programs within large organizations that operate across multiple regions and/or experience in application development/SDLC, with a solid understanding of PMO and project management methodologies.

• Excellent analytical and facilitation abilities, with the capacity to convert business needs into structured requirements and process designs.

• Capability to thrive in a dynamic, fast-paced environment and feel at ease with ambiguity.

• Practical knowledge of ServiceNow (SNOW) is desirable.

• Experience as a Service Designer is desirable.

• Experience with global operating model transformations, shared services, or outsourcing is desirable.