Analista de Negócios Sênior

Accountabilities:: Analyze and document current-state (As-Is) IT Service Management processes across different regions, including Incident Management, Request Management, Problem Management, Change Management, and Knowledge Management. Conduct interviews, meetings, and workshops to gather business requirements, identify improvement opportunities, map process gaps, and understand regional particularities. Translate business needs into structured requirements, functional documentation, and process designs, including L2 and L3 process maps. Work closely with subject matter experts, workstream leaders, and program leadership to transform business needs into clear and actionable requirements. Promote process standardization and harmonization across regions while accounting for local requirements, constraints, and operational realities. Facilitate alignment between stakeholders within a global and matrixed environment. Ensure coordination with other IT areas, including Service Desk, Hosting, Tech4Tech, and Digital Workplace. Support the Workstream Lead and Project Manager in preparing presentations, project documentation, and other key program deliverables. Support the adoption of new processes, practices, and ways of working throughout the transformation initiative. Requirements Proven experience as a Business Analyst within large-scale transformation programs and multinational organizations, or experience in application development/SDLC combined with knowledge of PMO methodologies and project management. Strong analytical capabilities and demonstrated experience facilitating workshops and conducting structured requirements-gathering activities. Ability to transform business needs into well-defined requirements, functional documentation, and process designs. Experience working in dynamic and complex environments involving multiple stakeholders and competing priorities. Comfortable operating in situations where requirements are evolving, ambiguous, or not yet fully defined. Strong communication and stakeholder-management skills, with the ability to facilitate alignment across regions and organizational functions. Practical knowledge of ServiceNow (SNOW) is a plus. Previous experience as a Service Designer is a plus. Experience with global operating-model transformations, Shared Services environments, or IT outsourcing projects is desirable. Benefits Fully remote work model in Brazil. CLT employment. Health insurance. Dental insurance. Meal allowance. Mobility allowance. Culture allowance. Education allowance. Life insurance. Mental health and well-being program. Childcare assistance. Discounts with partner organizations. Opportunity to contribute to a global digital transformation initiative. Collaborative environment with continuous learning, development, and professional growth opportunities.