Analista de Gestão de Mudanças

Accountabilities:: Manage the end-to-end Change Management (GMUD) process, ensuring adherence to established policies, procedures, governance standards, and ITIL practices. Review the quality of change requests registered in ITSM tools and validate required information, including business and technical impact, risks, responsible teams, implementation plans, testing plans, evidence, and rollback strategies. Classify changes according to their criticality and category, including planned, pre-approved, and emergency changes. Manage the corporate change calendar, identifying scheduling conflicts, overlapping maintenance windows, dependencies, and potential operational risks. Organize, coordinate, and facilitate Change Advisory Board (CAB) meetings, documenting decisions, approvals, rejections, and required conditions. Monitor approved changes through execution and ensure that records are properly updated and closed after implementation. Coordinate emergency changes and support the execution of emergency CAB meetings when required. Track failed changes, rollbacks, and changes that generate production impact, ensuring appropriate follow-up and resolution. Support and facilitate Post Implementation Reviews (PIR), identifying lessons learned and opportunities to improve change outcomes. Produce management reports and performance indicators covering change success rates, failure rates, compliance, and adherence to established processes. Identify opportunities for continuous improvement and recommend process optimizations based on ITIL and industry best practices. Act as a reference point for technical teams, providing guidance and support on Change Management requirements, controls, and good practices. Requirements: Bachelor’s degree in Information Technology, Information Systems, Computer Science, Computer Engineering, or a related field. Professional experience with Change Management (GMUD) processes. Hands-on experience with ITSM tools and service management workflows. Knowledge of ITIL principles and IT service governance. Experience facilitating meetings, coordinating stakeholders, and aligning multidisciplinary technical teams. Knowledge of operational risk management and control processes. Strong organizational skills and attention to detail, with the ability to manage multiple changes and deadlines simultaneously. Analytical and critical-thinking skills, with the ability to assess risks, identify inconsistencies, and make well-structured recommendations. Clear and objective communication skills, combined with negotiation and stakeholder-influence capabilities. Ability to prioritize effectively and maintain a strong sense of urgency, particularly in critical operational scenarios. Conflict-management skills and the ability to remain composed when dealing with high-impact situations. Proactive mindset focused on continuous improvement and process optimization. ITIL Foundation certification is a plus. Experience with ServiceNow, GLPI, Jira Service Management , or similar platforms is advantageous. Knowledge of Incident and Problem Management is a plus. Experience working in critical infrastructure, systems, or IT operations environments is beneficial. Experience developing performance indicators and management dashboards is an advantage. Benefits: Support for professional development through training, events, certifications, and structured learning programs. Flexible food and meal allowance through the Flash card, with monthly credits that can be used according to individual needs. Corporate health insurance after the employment period is completed. Dental insurance with no monthly premium for employees after the applicable eligibility period. Structured career development and progression opportunities, supported by goals, regular feedback, and professional development plans. Access to an internal employee benefit program providing credits that can be exchanged for refreshments and beverages. Life insurance fully funded by the employer. Semiannual performance-based bonus program after the applicable eligibility period. Access to a people-management platform supporting continuous feedback, goals and OKRs, individual development plans, recognition, priority alignment, and career progress. Opportunity to work in a technology-focused environment centered on innovation, collaboration, continuous improvement, and professional growth.