Analista de Governança de TI Sênior

Accountabilities:: Lead the final stages of the Freshservice implementation, ensuring its adoption as the central platform for IT service management. Define, structure, and continuously improve ITSM processes in line with recognized governance frameworks and best practices. Implement and evolve workflows for critical incident management, problem management, and change management. Establish and implement the Configuration Management Database (CMDB) process, ensuring applications and their associated configuration items are properly mapped. Align Technology and business teams to encourage consistent adoption of standardized processes and workflows. Unify and standardize IT governance processes to improve operational efficiency across technology teams. Develop and monitor governance indicators, prepare reports, and identify opportunities for process improvement. Coordinate with the Audit team by consolidating findings, supporting remediation activities, and monitoring agreed deadlines. Drive continuous improvement initiatives that strengthen visibility, organization, and efficiency in IT service management. Collaborate with Infrastructure, Systems, and business teams to facilitate communication and alignment among stakeholders. Requirements: Bachelor's degree in Computer Science, Information Systems, Computer Engineering, or a related field. 3–5 years of professional experience in IT Governance, particularly IT Service Management (ITSM). Strong knowledge of IT governance frameworks and best practices, especially ITIL and COBIT. In-depth understanding of the ITIL v4 framework. Experience using IT service management tools, particularly Freshservice. Practical experience structuring and managing ITSM processes, including incident, problem, and change management. Knowledge of Configuration Management Database (CMDB) concepts and processes. Familiarity with Agile methodologies. Strong written and verbal communication skills, active listening, and the ability to build effective relationships across different teams. Collaborative and proactive approach, with strong organizational skills, flexibility, and a sense of ownership. Additional qualifications that would be an advantage: ITIL v4 Foundation certification. Experience implementing and configuring ITSM platforms, especially Freshservice. Hands-on experience implementing and managing CMDB processes. Experience developing governance metrics and reports and supporting audit activities. Involvement in IT process standardization and continuous improvement projects. Benefits: Health insurance and dental coverage. Wellhub (formerly Gympass) membership. Transportation allowance. Meal and food allowances. Access to a corporate learning platform and partnerships with educational institutions. Private pension plan. Life insurance. Day off benefit. Extended maternity and paternity leave. Fully remote work arrangement.