Description: * Completed higher education (Bachelor's degree in Information Technology, Computer Science, Information Systems, or related fields); * Desired: ITIL Foundation certification or similar certifications in IT service management; * Knowledge of ITSM (IT Service Management) and ITIL best practices; * Proficiency in SQL and data manipulation for reporting; * Understanding of REST/SOAP APIs for integrations; * Ability to work with process automation within the platform; * Analytical profile with a focus on processes; * Strong communication skills for interaction with business units and technical teams; * Ability to document workflows and procedures; Desirable: * Experience in Service Desk system implementation or migration projects; * Prior experience in medium to large corporate environments; * Knowledge of IT Asset Management (ITAM) and Knowledge Management; * Practical experience in implementing, configuring, and administering ITSM (Service Management, Change Management, Asset Management, CMDB); * Experience in Service Desk / Help Desk processes, incident, problem, request, and change management; * Experience in customizing workflows, creating reports, and dashboards within the platform; * Integration of TOPdesk with other solutions (AD, monitoring systems, ERPs, etc.); * Provide support for all tickets opened in our system related to the development and maintenance of the company's ITSM, PSA, and ERP systems; * Align company procedures with the system, improving workflows provided by the quality team to meet functional requirements from the business area; * Regularly monitor the company's ITSM, PSA, and ERP systems for updates, issues, and optimizations; * Collaborate with development teams to create automations and integrations between company systems for improved information flow; * Conduct periodic training sessions for company departments, or whenever new features or changes require such training; * Develop reports and dashboards within the systems; * Support other requests involving the company's ITSM, PSA, and ERP systems. 2510230202201761472