IT Operational Governance Analyst

Description

Job Summary: IT Operational Governance Analyst focused on managing and continuously improving corporate systems operations, with emphasis on Incident, Problem, and Change Management. Key Highlights: 1. Governance of Incident, Problem, and Change Management processes. 2. Management of operational metrics and preparation of managerial reports. 3. Support for ITIL process implementation and continuous improvement. We are seeking an IT Operational Governance Analyst to manage and continuously improve corporate systems operations, focusing on governance of Incident Management, Problem Management, Change Management, and operational metrics—ensuring stability, predictability, and quality in IT service delivery. The professional will collaborate with support teams, AMS, and business areas, overseeing the incident lifecycle, analyzing root causes of recurring problems, and supporting change control in production environments. **Responsibilities:** Incident Management Monitor and track the lifecycle of incidents recorded in ITSM tools. Coordinate and monitor critical incidents (Major Incidents). Ensure compliance with SLAs and OLAs defined for IT operations. Facilitate communication between technical teams and business areas during significant incidents. Ensure proper recording and documentation of incidents. Problem Management Identify recurring incidents and initiate Problem Management records. Conduct root cause analysis (RCA). Track action plans for eliminating structural problems. Monitor the problem backlog and ensure its progression to resolution. Change Management Support Change Management governance by registering and tracking RFCs related to maintenance/improvements; Validate change requests (RFCs). Monitor execution of planned changes. Participate in and support CAB (Change Advisory Board**) meetings. Ensure recording and traceability of changes in production environments. Operational Metrics Management **Consolidate and monitor IT operations KPIs, including:** Incident volume SLA response time MTTR Call backlog Recurring problems Prepare managerial reports and operational dashboards. Support leadership in identifying trends and improvement opportunities. IT Operations Governance Support ITIL process implementation and improvement. Ensure standardized logging in the ticketing system. Support internal audits related to IT operations. Contribute to advancing IT service management maturity. **Requirements:** **Bachelor's degree in:** Information Systems Computer Science Software Engineering IT Management Related fields Experience in IT operations or IT service management. **Knowledge of:** ITIL processes (Incident, Problem, Change) Service Desk tools (Jira) Operational metrics management **Desirable Qualifications:** ITIL Foundation certification Experience with SAP environments (S/4HANA) Knowledge of critical incident management (Major Incident Management) Experience with dashboard tools (Power BI / Grafana / similar) **Work Location:** Curitiba/PR **Working Hours:** Mon–Fri \- 08:00–18:00\. **Additional Information:** This position is also open to Persons with Disabilities (PwD).