Mid-level Systems Analyst

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

📋 Description

• Oversee, control, and evaluate incidents, problems, and service requests.

• Ensure adherence to established SLAs and KPIs.

• Monitor, allocate, and track tickets effectively.

• Maintain effective communication with users, technical teams, and management.

• Supervise incidents and requests within ServiceNow.

• Direct tickets to the appropriate resolver groups.

• Monitor ticket updates and progress until resolution.

• Take action during crisis scenarios and engage in War Rooms.

• Keep stakeholders updated on relevant information.

• Generate performance reports, KPIs, and incident trend analyses.

• Ensure accurate documentation and compliance with BAT and ITIL standards.

• Recommend process enhancements and take part in preventive measures.

⛳️ Requirements

• Bachelor's degree in IT or related disciplines (completed or in progress).

• Experience in IT governance.

• Strong understanding of ITIL principles.

• Familiarity with ServiceNow or similar incident management systems.

• Proficient in Microsoft Office, particularly Excel and Power BI.

• Advanced/Fluent English skills.

• ITIL Foundation certification.

• Past experience in global environments and crisis management.

• Advanced/Fluent Spanish (preferred).

🏝️ Benefits

• 100% remote work.

• Scheduled business hours.

• Occasional on-call responsibilities for critical situations.

• Availability for meetings with international teams.

• Position is also open to candidates with disabilities (PWD).