IT Support and Governance Specialist Consultant

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

📋 Description

• Analyze the existing support model to pinpoint risks, bottlenecks, and potential areas for enhancement within processes, applications, integrations, and vendor relationships.

• Develop and execute incident, problem, request, change, and knowledge management workflows utilizing ITIL and COBIT methodologies.

• Organize the service catalog, service levels, responsibility matrix, SLAs, and escalation procedures.

• Evaluate applications and integrations concerning documentation, monitoring capabilities, failure management, and support readiness.

• Establish criteria for operational readiness, acceptance, knowledge transfer, and stabilization for projects transitioning into support.

• Create operational and vendor performance metrics, controls, and monitoring protocols.

• Test the model through pilot programs, lead collaborative implementations, and train the operational teams.

• Provide processes, procedures, controls, and metrics relevant to the daily operations of the teams.

• Define the distinctions between support, fixes, enhancements, and projects while integrating support, development, infrastructure, and vendors.

• Ensure activity and decision traceability in accordance with governance, security, and audit requirements.

• Organize knowledge management and business continuity strategies.

• Formalize the transition of the model to internal stakeholders, including necessary documentation, outstanding tasks, and a continuous improvement plan.

⛳️ Requirements

• Bachelor's degree in Information Technology, Engineering, or a related discipline.

• Extensive experience at a senior level in application support along with implementing or improving IT service management processes.

• Practical knowledge of ITIL and COBIT, with a track record of defining roles, SLAs, controls, and performance metrics.

• Technical expertise in enterprise applications, APIs, integrations, and databases, with the capability to analyze logs, execute SQL queries, and assist in troubleshooting.

• Proven experience in incident and problem management, performing root cause analysis, managing production changes, and transitioning projects into support.

• Familiarity with ITSM tools and collaboration with technical teams and vendors.

• Proficiency in facilitating workshops, documenting processes, and adopting a hands-on approach to implementation and team training.

• Experience in critical or regulated environments.

• Knowledge of observability, Site Reliability Engineering (SRE), DevOps, and operational automation.

• Experience with ServiceNow, Jira Service Management, BusinessMap, or similar tools.

• Relevant certifications in IT service management and IT governance such as ITIL, COBIT, or equivalent.

🏝️ Benefits

• Meal voucher

• Food allowance

• Home office allowance

• Medical insurance

• Dental insurance

• Life insurance

• Birthday day off

• TotalPass / Wellhub

• Boon Saúde app

• Discount partnerships

• Agreements with businesses and educational institutions

• Welcome kit

• Onboarding

• Verity Learning

• Verity Break

• #VerityComVocê

• Access to professional development courses