Junior Process Analyst

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

📋 Description

• Assess tickets and workflows within the ITSM tool (Ivanti or comparable platforms).

• Perform quality audits on service tickets and operational processes.

• Manage and ensure the Knowledge Base is current.

• Organize and deliver internal training sessions for operational teams.

• Recognize and evaluate recurring incidents.

• Engage in and facilitate root cause analyses (RCA) for critical incidents (P1/P2).

• Oversee customer satisfaction surveys (CSAT) and suggest improvement strategies.

• Track operational and quality metrics (SLA, KPI, CSAT).

• Create dashboards and management reports.

• Assist in continuous improvement initiatives and operational governance.

⛳️ Requirements

• Proven experience with ITSM processes.

• Background in managing quality indicators and metrics.

• Expertise in incident analysis and supporting continuous improvement efforts.

• Prior experience in Quality, Governance, or Process roles.

• Familiarity with conducting operational audits.

• Understanding of root cause analysis methodologies.

• Strong capability to deliver training sessions.

• Commitment to continuous improvement.

• ITIL certification is advantageous.

• Knowledge of or certification in ISO 20000 is a plus.

• Knowledge of or certification in ISO 9001 is a plus.

• HDI SCA (Support Center Analyst) certification is a plus.

🏝️ Benefits

• Employment under Brazil's CLT labor contract.

• Fully remote work.

• Meal or food allowance.

• Discounts on courses, universities, and language institutions.

• Stefanini Academy — a platform providing free, current online courses with certificates.

• Mentoring opportunities.

• Benefits club offering discounts on consultations and medical examinations.

• Health insurance.

• Dental insurance.

• Benefits and discounts at prominent establishments.