IT Systems Analyst – ITIL Processes Specialist – PL

Description

Job Summary: Implement and monitor processes aligned with ITIL best practices, manage incidents, problems, and changes, and optimize service delivery. Key Highlights: 1. Implementation and monitoring of ITIL processes for operational efficiency 2. Incident, problem, and change management in IT services 3. Optimization of service delivery through requirements analysis **Job Description and Responsibilities:** **Working Hours:** Business hours **Level:** Supervision/Coordination **Employment Type:** Independent Contractor (PJ) **Your Responsibilities** * Implement and monitor processes aligned with ITIL best practices to ensure operational efficiency. * Develop reports and dashboards using **service management tools** for performance analysis. * Manage incidents, problems, and changes to minimize impact on IT services. * Conduct requirements analysis and map process flows to optimize service delivery. * Use tools such as **ServiceNow** or **Jira Service Management** for process control and automation. * Ensure process compliance with internal policies and quality standards. **How You Will Interact and Deliver Impact** * Collaborate with cross-functional teams to align IT processes with business needs. * Drive continuous process improvement through indicator analysis and feedback. * Conduct training sessions and workshops to promote the **ITIL** culture across the organization. * Act as a facilitator in communication between technical and business areas to ensure value delivery. **Requirements:** **Mandatory Requirements** * Bachelor’s degree in **Information Systems**, **Computer Science**, **Software Engineering**, or related fields, or equivalent practical experience. * Advanced proficiency in **Brazilian Portuguese** for technical communication and documentation. * Minimum required experience for the position: * 1. Experience in process mapping. Knowledge of ITIL processes and practices. Advanced knowledge of process concepts and continuous improvement. Experience with KPIs; familiarity with PDCA methodology and agile methodologies. Knowledge and Skills: 1. In-depth understanding of ITIL processes and recommended practices, including core processes such as incident, problem, change, configuration, service level, capacity, availability, and service continuity management. 2. Familiarity with leading ITSM tools supporting ITIL implementation and management, such as ServiceNow, BMC Remedy, Jira Service Management, among others. 3. Ability to analyze, map, and optimize existing processes, identifying improvement opportunities and ensuring compliance with ITIL standards. 4. Knowledge of defining, monitoring, and analyzing performance metrics and indicators (KPIs) to assess the effectiveness and efficiency of implemented ITIL processes. 5. Ability to document standard operating procedures (SOPs), policies, and guidelines related to ITIL processes to ensure consistency and compliance. 6. In-depth knowledge of fundamental ITIL principles and practices, including service lifecycle, strategy, design, transition, operation, and continual service improvement. **?? Preferred Qualifications** * ITIL certifications (Foundation, Intermediate, or Expert). * Knowledge of **automation** and **service monitoring tools**. * Experience with **IT Governance** and complementary frameworks such as COBIT. * Experience in digital transformation projects and system integration. * Advanced English for international communication and training. **Benefits:** No benefits provided