Our mission is to deliver differentiated services and efficient, innovative solutions, growing sustainably as an excellence-oriented IT services company—recognized by our clients and employees as a great place to work. We consistently uphold ethics and transparency in business, respecting our customers, suppliers, partners, and employees. Therefore, we are seeking a creative, committed, and proactive professional to join our team! Join Onset!!! **Responsibilities and duties** * Tracking and follow-up on updates for Tasks, Incidents, and Changes tickets — BR and LA regions * Monitoring service level agreements (SLA) for departments and vendors * Escalating cases where resolution progress is inadequate due to pending actions by vendors or departments * Generating KPI data in ServiceNow * Daily alignment meetings regarding the status of pending items and incidents * Documenting processes, including meeting minutes (ATAs) * Leading call-tracking meetings for the ADDTax group * Participating in Weekly LAN Financial Demands Status / Weekly LAN Sales/Revenue/Marketing Demands Status meetings * Monitoring and following up on project action items in shared lists for the entire BR and LA teams — LA IT Applications Demands * Supporting oversight of testing activities for the Tax Reform project * Presenting monthly results * Creating executive presentations for management — on-demand **Requirements and qualifications** English — Advanced/Fluent for conversation. Bachelor’s degree in Information Technology or related fields. Experience with Agile project management methodologies (e.g., Scrum). Working with data and building dashboards in Power BI. ITIL Foundation Certificate in IT Service Management certification. **Additional information** Employment type: CLT (Consolidação das Leis do Trabalho) Work model: Hybrid (one-day-per-week office attendance) Working hours: Monday to Friday, standard business hours We are an IT & C (Information Technology) services company capable of fulfilling all your enterprise IT needs. Our specialized professionals cover Technical Support, PMOaaS (Project Management as a Service), PMO (Project Management Office), Systems and Application Development, Risk Analysis, Infrastructure Monitoring, Cloud Computing Solutions, Network Management, Information Security, and LGPD compliance. Onset has operated in the Information Technology market since 1996, committed foremost to delivering IT services grounded in best-practice frameworks (ITIL, Scrum, Agile, PMP), focused on value creation, optimization, and cost reduction. Onset’s differentiated offerings help clients plan, implement, and operate their technology environments with maximum resource efficiency, enhanced technology utilization, and human talent development.