Description: * Bachelor's degree in Computer Science, Information Systems, Information Technology, or related fields; * Proven experience in developing and customizing ITSM tools such as Freshservice, ServiceNow, BMC, JIRA Service Desk, or similar; * Advanced knowledge of ITIL best practices and hands-on experience implementing ITSM processes; * Proficiency in programming and scripting languages such as JavaScript, Python, CSS, SQL, or other relevant languages for ITSM development; * Strong analytical and problem-solving skills, with a focus on continuous improvement; * Excellent verbal and written communication skills, with the ability to interact effectively with stakeholders across all organizational levels and departments; * Experience in system integration projects and IT process automation; * Advanced knowledge of ITIL best practices and ITSM concepts; * Experience with IT service management tools such as Freshservice, ServiceNow, BMC, JIRA Service Desk, or similar; * Knowledge of IT infrastructure, networking, operating systems (Windows, Linux), and service monitoring applications; * Ability to analyze and interpret IT service performance data; * Develop and customize ITSM solutions using platforms such as Freshservice, ServiceNow, BMC, JIRA Service Desk, or similar; * Design, develop, and implement bots and automations to streamline business processes and repetitive tasks; * Collaborate with stakeholders to understand business requirements and translate them into detailed technical specifications for ITSM; * Implement continuous improvements to ITSM tools and automations, including integration with other IT systems; * Conduct testing, debugging, and documentation of developed solutions, ensuring quality and compliance with established standards; * Participate in digital transformation initiatives and continuous improvement programs, contributing technical expertise and ITSM best practices; * Provide advanced technical support for ITSM solutions, resolving complex issues and ensuring service continuity; * Train and guide other IT team members, promoting knowledge sharing and adoption of best practices; * Monitor and evaluate the performance of ITSM solutions, proposing adjustments and enhancements as needed; 2511290202181836421