Senior Technology Process Analyst
Posted Updated
Description
You will map and document IT processes, configure ITSM workflows and service levels, maintain the IT service catalog, measure process indicators, analyze root causes, manage change and risk governance, oversee supplier SLAs, and train stakeholders on process practices.
Responsibilities
- Map, design, and document IT processes
- Configure ITSM forms, approval workflows, SLAs, and support levels
- Build and maintain the IT service catalog
- Define, measure, and report process indicators
- Conduct root-cause analysis and track action plans
- Manage change governance and lessons learned
- Manage IT risks and coordinate with Risk, Compliance, and Audit
- Define knowledge-management processes and document support solutions
- Ensure supplier contract and SLA execution
- Train IT teams and client areas on process practices
Requirements
- Completed degree in Information Technology, Computer Engineering, Computer Science, Information Systems, or a related field
- 5 or more years of experience in IT processes and governance
- Practical experience implementing IT service-management processes
- Knowledge of IT service-management methodologies for incidents, requests, problems, changes, catalogs, and service levels
- Experience configuring and functionally administering ITSM tools
- Process modeling experience
- Experience defining and tracking KPIs and SLAs and building dashboards
- ITIL
- ITSM tools
- Process mapping methodology
- Information security data-governance tools
- Results management
- Planning
Benefits
- Health plan
- Dental plan
- Meal allowance
- Food allowance
- Transportation allowance
- Childcare and nanny assistance
- Supplementary pension plan
- Life insurance
- Financial products
- Pharmacy discount
- Wellhub and Totalpass partner gyms
- Access to Itaú Unibanco clubs