Senior Business Analyst

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

📋 Description

• Evaluate and document the existing (As-Is) ITSM processes across various regions, including:

• Incident Management;

• Request Management;

• Problem Management;

• Change Management;

• Knowledge Management.

• Conduct interviews, meetings, and workshops to:

• Gather requirements;

• Identify opportunities for improvement;

• Map out gaps;

• Understand regional specifics.

• Create:

• Process maps (L2 and L3);

• Business requirements documentation;

• Functional specifications.

• Collaborate with subject-matter experts (SMEs), workstream leaders, and program management to convert business needs into organized requirements.

• Encourage standardization and harmonization of processes across various regions while considering local needs and limitations.

• Facilitate consensus among stakeholders in a global, matrixed setting.

• Ensure integration and alignment with other IT streams, including:

• Service Desk;

• Hosting;

• Tech4Tech;

• Digital Workplace.

• Assist the Workstream Lead and Project Manager in crafting presentations, documents, and other project materials.

• Support the implementation of new processes, practices, and working methods.

⛳️ Requirements

• Demonstrated experience as a Business Analyst in large-scale transformation initiatives and multinational organizations; or experience in application development/SDLC, with a solid understanding of PMO methodologies and project management.

• Strong analytical capabilities and experience in conducting workshops and requirements gathering.

• Ability to convert business needs into:

• Organized requirements;

• Functional documentation;

• Process design.

• Experience in dynamic settings with numerous stakeholders and high complexity.

• Comfortable navigating situations with frequent changes and loosely defined requirements.

• Practical knowledge of ServiceNow (SNOW).

• Previous experience as a Service Designer.

• Experience with projects involving:

• Transformation of global operating models;

• Shared Services Centers;

• IT outsourcing.

🏝️ Benefits

• Health insurance

• Dental insurance

• Meal allowance

• Transportation allowance

• Cultural allowance

• Education allowance

• Life insurance

• Mental health and well-being program

• Childcare assistance

• Partner discounts