ITIL Process Analyst - Change Management

Description

Job Summary: Responsible for governing the Change Management process, ensuring compliance with ITIL guidelines and the client's internal processes, analyzing and validating requests in Jira. Key Highlights: 1. Change Management Governance 2. Analysis and validation of requests in Jira 3. Supporting and facilitating CAB meetings Govern the **Change Management** process, ensuring adherence to the ITIL framework’s established guidelines and the client’s internal processes. The professional will be responsible for analyzing, validating, and controlling change requests (RFCs) opened in Jira, ensuring that all requirements, evidence, and approvals are compliant before advancing the request to subsequent stages of the workflow. **Responsibilities and Duties** **Tasks the professional will perform**. Analyze change requests (RFCs) opened in Jira. Validate compliance with the formal Change Management process (ITIL). Verify correct completion of mandatory fields: * Justification for the change * Impact analysis (business, technical, security) * Implementation plan * Rollback plan * Required evidence and attachments * Formal approvals (CAB, responsible managers, etc.) Ensure proper classification of changes: Support and facilitate Change Advisory Board (CAB) meetings. Interact with technical areas (Infrastructure, Development, Security, Cloud, etc.) for adjustments and supplementary inputs. Identify process deviations and propose continuous improvements. Produce reports and performance indicators (KPIs) for the change management process: Support the evolution and maturity of the change governance process. **Requirements and Qualifications** ### **Technical Knowledge** * **Mandatory** Proven experience with ITIL (v3 or v4\). Practical experience in Change Management. Hands-on experience with ITSM tools (Jira, ServiceNow, and others) (workflow, ticket validation, filters, reports). Knowledge of IT Governance processes. Experience in large-scale corporate environments. Strong analytical skills and attention to detail. * **Desirable** ITIL Foundation certification (v3 or v4\). Experience in financial institutions or fintechs. Knowledge of complementary frameworks: * COBIT * ISO 20000 * ISO 27001 Experience in auditing or internal controls. Basic knowledge of DevOps and deployment pipelines. AWS experience **Soft Skills:** **Behavioral profile required by the client** * Communication * Building relationships across diverse departments * Execution capability * Autonomy * Sense of urgency * Time management **Additional Information** On-site work in Belo Horizonte **Here, we are \#SangueLaranja!** We have been in the market for 17 years, side by side with our clients, delivering transformative experiences. We are a technology and innovation ecosystem with global expansion; beyond Brazil, we operate in Europe and the UK, with offices in Portugal, London, Dubai, and the Netherlands. **F for Formation: We believe in practicing a culture of knowledge sharing, community spirit, and the transformative power of knowledge!** We run initiatives and social actions promoting development, such as the tech community Orange Juice, the Training Program, our leadership academy, and numerous partnerships with NGOs and Edtechs. **At FCamara, everyone is welcome; for us, Diversity, Respect, and Ethics are non-negotiable elements embedded in our DNA.** **So, are you ready to join an amazing team and become the protagonist of your own story?**