IT Support and Governance Specialist Consultant

Accountabilities:: Diagnose existing application and IT service support models, identifying risks, bottlenecks, operational gaps, and opportunities for improvement across processes, applications, integrations, and suppliers. Design and implement processes for incident, problem, request, change, and knowledge management based on ITIL and COBIT practices. Structure service catalogs, service levels, responsibility matrices, SLAs, escalation mechanisms, and other elements required for effective IT service management. Assess applications and integrations for documentation quality, monitoring capabilities, failure management, supportability, and operational readiness. Define operational readiness, acceptance, knowledge-transfer, and stabilization criteria for transitioning projects and solutions into ongoing support. Establish operational indicators, controls, governance routines, and monitoring mechanisms for internal teams and technology suppliers. Validate support models through pilots and assisted implementations, supporting teams during adoption and stabilization. Deliver practical processes, procedures, controls, and performance indicators that can be incorporated into day-to-day operations. Establish clear boundaries between support, corrective activities, enhancements, and projects, ensuring effective coordination between support, development, infrastructure, and suppliers. Ensure traceability of operational activities and decisions in alignment with governance, security, compliance, and audit requirements. Structure knowledge-management and continuity mechanisms to reduce dependency on individual employees and improve organizational resilience. Formalize the transition of support models to internal teams, including documentation, outstanding items, responsibilities, and continuous-improvement plans. Facilitate workshops, knowledge-transfer sessions, and team training to support successful implementation and adoption. Requirements Bachelor’s degree in Information Technology, Engineering, or a related field. Senior-level experience in application support and in implementing or improving IT service management processes. Applied knowledge of ITIL and COBIT, including experience defining responsibilities, SLAs, controls, processes, and operational indicators. Strong technical understanding of enterprise applications, APIs, integrations, and databases. Ability to analyze application logs, perform SQL queries, and contribute to technical troubleshooting and root-cause analysis. Experience with incident and problem management, root-cause analysis, production changes, and transitions from project delivery into ongoing support. Experience working with ITSM tools and collaborating with technical teams, business stakeholders, and external suppliers. Ability to facilitate workshops, document processes clearly, and take a hands-on approach to implementation and team enablement. Strong communication, organization, analytical thinking, and problem-solving skills. Ability to work independently while collaborating effectively with multidisciplinary teams and stakeholders. Experience in critical or regulated environments is a plus. Knowledge of observability, SRE, DevOps, and operational automation is desirable. Experience with ServiceNow, Jira Service Management, BusinessMap, or equivalent ITSM/process-management platforms is an advantage. ITIL, COBIT, or related service-management and IT governance certifications are a plus. Benefits Fully remote work model. Meal allowance. Food allowance. Monthly home-office allowance. Medical insurance. Dental insurance. Life insurance. Birthday day off. TotalPass / Wellhub access. Access to health and well-being services through a dedicated health platform. Discounts and partnerships with businesses and educational institutions. Welcome kit. Structured onboarding program. Access to professional learning and development initiatives. Internal knowledge-sharing and learning activities. Ongoing career and technical development opportunities. Support initiatives focused on employee well-being and professional growth.