You are applying for one of the available positions at Rede Américas. Our Talent Acquisition and Selection team will carefully review your profile, and if it aligns with the position, we will contact you to proceed with the process. In the meantime, please keep your information up to date and complete all stages so that we can get to know you better. **Important:** We do not charge any fees during our selection processes. **Responsibilities and duties** About the position: We are seeking a **Mid-Level ITSM Analyst** to manage, execute, and continuously improve ITSM processes, ensuring compliance with industry best practices—especially ITIL—and supporting the evolution of IT service governance. * Execute and monitor ITSM processes (Incidents, Problems, Changes, Requests, SLAs, among others); * Analyze KPIs, metrics, and IT service performance reports; * Drive continuous process improvement by proposing adjustments and optimizations; * Ensure adherence to ITIL framework practices; * Support technical and business areas in correctly executing processes; * Document processes, workflows, and operational procedures; * Perform root-cause analysis and identify improvement opportunities in an analytical manner. **Requirements and qualifications** * Degree in IT, Systems Analysis, or related fields; * Solid knowledge of **ITIL** (certification is a plus); * Experience with **ITSM processes**; * **Analytical**, organized, and process-oriented profile; * Experience in **executing and governing IT processes**; **Preferred qualifications** * ITIL certification (v4); * Experience with ITSM tools (Freshservice); * Experience in large-scale corporate environments. **Additional information** **We care for our people—that’s how we’ll become the healthcare that people desire and the world needs. Check out our benefits:** * Nutrition support: Meal Voucher / Food Voucher or On-site Cafeteria (depending on location); * Health support: Health Insurance and Life Insurance; * Development support: Career Development Cycle, Technology/PMAX Academies, and Crescer Program; * Others: Transportation Voucher. **Only Rede Américas offers – Health Program, based on 5 pillars:** * Spiritual: Yoga; * Physical: TotalPass, primary care clinic, discounts on exams and vaccines; * Relational: UAU Benefits Club, SESC benefits; * Emotional: Telepsychology. * **Benefits may vary depending on the job location and brand.** We are Rede Américas, **a multiplatform healthcare assistance network**, whose purpose is to deliver comprehensive, precisely tailored healthcare. We are looking for **talents who believe it is possible to provide the best and most advanced healthcare assistance.** **If you are passionate about caring and believe in quality medicine, join Rede Américas!** **We are committed to Diversity!** We encourage applications from all individuals who recognize the importance of building an environment free of prejudice, harassment, and discrimination. Together, we always deliver our best. ***Important: We do not charge any fees during our selection processes.***