Key skills
ITSMServiceNowJira
About this role
Role Overview
- Manage Incidents and Requests opened in the ITSM tool;
- Monitor support queues by performing ticket audits and reviews;
- Coordinate Incident and Request committees and be responsible for sending meeting minutes;
- Implement improvements and updates to the service catalog and resolver groups for incidents and requests;
- Maintain process documentation and create IOPs for the process;
- Review SLAs and implement improvements;
- Build, update and analyze IT metrics based on tickets opened in the ITSM tool;
Requirements
- Prior experience in ITSM/IT Governance is required, with work in Incident and Request Management in medium or large corporate environments.
- Bachelor's degree completed or in progress in Information Technology, Information Systems, Computer Science, Systems Analysis and Development, Computer Engineering, Business Administration with an emphasis in IT, or related fields.
- Solid knowledge of ITSM practices and the ITIL framework, with focus on Incident, Request, Problem, Change, SLA/OLA and Service Catalog;
- Proficiency with Microsoft Office tools (e.g., Word, Excel, PowerPoint, etc.);
- Experience with ITSM tools, preferably ServiceNow, or similar platforms such as Jira Service Management, GLPI, BMC Remedy, etc.;
- Knowledge of methodologies related to IT Service Management (e.g., ITIL 4);
- Ability to monitor, analyze and report operational and executive metrics such as SLA, MTTR, backlog, recurrence, ticket volume and recurring root causes;
- Experience in prioritization, categorization, escalation, handling critical incidents, root cause analysis, process documentation and implementing continuous improvements.
Tech Stack
- ITSM
- ServiceNow
Benefits
- Meal allowance (food voucher)
- Transportation allowance
- Benefits club: An exclusive benefits club for our Paschoalovers, providing discounts at various partner establishments
- StarBem: Online therapy platform that provides free sessions to Paschoalovers
- TotalPass: Wellness platform offering discounted gym memberships and physical activity options
- Day off: Employees are entitled to a day off on their birthday
- Maternity and paternity leave: 6 months maternity leave and 20 days paternity leave