Knowledge, Release, and Change Management Analyst

Description

Job Summary: The Knowledge, Release, and Change Management Analyst ensures technical expertise and operational stability, coordinating technology change and update processes. Key Highlights: 1. Guardian of technical expertise and operational environment stability 2. Focus on risk mitigation and planning of technical interventions 3. Promotes a knowledge- and best-practices-based culture **Job Requirements** NTT DATA Inc. is a multinational technology company offering services including software development, security, cloud, and especially IT infrastructure. According to Great Place to Work, we are among the best technology companies to work for in Brazil. We foster an inclusive workplace culture and highly value freedom to improve processes, flexibility, and respect for people! **Knowledge, Release, and Change Management Analyst** Work Format: Remote The Knowledge, Release, and Change Management Analyst serves as the guardian of technical expertise and operational environment stability. Their mission is to ensure all knowledge generated by teams is properly recorded and useful, while rigorously coordinating technology change and update processes (Changes and Releases). This professional works to mitigate unavailability risks, ensuring every technical intervention is planned, tested, and documented. **Work Experience** **What will be your responsibilities?** * **Knowledge Management:** * Coordinate identification, recording, and remediation of lessons learned, best practices, and technical alerts in the Integrated Knowledge Base. * Promote a knowledge-based culture by auditing the quality and format of information produced by technical staff. * Generate quality reports on produced knowledge and propose continuous improvement actions. * **Release Management:** * Plan and coordinate controlled deployment of software, system updates, and security patches, ensuring full traceability. * Validate configurations and parameterizations with the technical team prior to production environment releases. * Manage the release schedule to avoid conflicting or high-operational-risk time windows, maintaining coordination with other infrastructure teams. * **Change Management:** * Act as the focal point for the change process, ensuring technical staff adhere to best practices and approval workflows. * Represent the contract in Change Advisory Board (CAB) meetings for critical interventions. * Develop and maintain standardized change templates (Standard Changes) to optimize execution of recurring tasks. * Assess impacts of external changes that may affect environments supported under the contract. **What do we expect from you?** * Academic Qualification: Completed high school education. * Technical Knowledge: Proficiency in ITIL® processes (specifically Change, Release, and Knowledge Management). * Experience: Proven experience in IT operations with focus on governance, control of production environment changes, or technical documentation. * Tools: Experience with ITSM tools (ServiceNow, Jira Service Management, or similar) and knowledge bases (Confluence, SharePoint, etc.). **Preferred Qualifications:** * HDI KCS – Knowledge-Centered Support Principles * Experience in environments with rigorous compliance and audit processes. * Basic infrastructure knowledge (Servers, Networks, or Security) to better understand change impacts.