Senior IT Governance Analyst

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

📋 Description

• Oversee the successful execution of the Freshservice implementation, ensuring it is adopted as the primary platform for IT service management.

• Outline, organize, and enhance IT Service Management (ITSM) processes in accordance with best practices and governance frameworks.

• Spearhead the development and refinement of essential incident, problem, and change management workflows.

• Design and implement the Configuration Management Database (CMDB) process, ensuring that applications and their respective configuration items are accurately mapped.

• Cultivate collaboration between business and Technology teams, ensuring the standardization and adoption of established processes and workflows.

• Assist in the unification and standardization of governance processes, promoting operational efficiency within Technology teams.

• Aid in the development and tracking of departmental metrics, preparing governance reports and identifying areas for improvement.

• Collaborate with the audit team by centralizing findings, supporting remediation efforts, and ensuring compliance with established deadlines.

• Promote continuous enhancement of IT processes, ensuring improved visibility, organization, and efficiency in service management.

• Work in partnership with Infrastructure, Systems, and business teams to facilitate communication and alignment among stakeholders.

⛳️ Requirements

• Bachelor’s degree in Computer Science, Information Systems, Computer Engineering, or a related field.

• 3–5 years of experience in IT Governance, specifically within IT Service Management (ITSM).

• Comprehensive understanding of IT governance best practices and frameworks, particularly ITIL and COBIT.

• Extensive knowledge of the ITIL v4 framework.

• Proficient with IT service management tools, especially Freshservice.

• Experience in designing and managing ITSM processes, including incident, problem, and change management.

• Familiarity with Configuration Management Database (CMDB) management.

• Knowledge of agile methodologies.

• Excellent verbal and written communication skills, along with active listening and relationship-building abilities across various departments.

• A collaborative approach, demonstrating initiative, strong organizational skills, adaptability, and a sense of accountability.

• ITIL v4 Foundation certification.

• Experience in implementing and structuring ITSM tools, particularly Freshservice.

• Experience in executing and managing CMDB processes.

• Background in metrics, governance reporting, and audit follow-ups.

• Experience in standardizing IT processes and leading continuous improvement initiatives.

🏝️ Benefits

• Medical and dental insurance.

• Wellhub (Gympass).

• Transportation allowance.

• Meal and food allowances.

• Academia Mercantil (learning platform) and partnerships with educational institutions.

• Private pension plan.

• Life insurance.

• Day off.

• Extended maternity and paternity leave.