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POPULOS

Freedom to innovate and work without limitations.

Analista de Soluções Pleno – ITSM

Business AnalystBusiness AnalystFull TimeRemoteSeniorTeam 51-200Since 2016H1B No SponsorCompany SiteLinkedIn

Location

Brazil

Posted

11 hours ago

Salary

0

Seniority

Senior

Bachelor DegreePortugueseITSMServiceNow

Job Description

Analista de Soluções Pleno – ITSM

POPULOS

• Implementar e evoluir soluções de IT Service Management (ITSM/ESM), com foco na plataforma Freshservice. • Levantar requisitos junto às áreas de negócio e apoiar na definição de processos e fluxos de atendimento. • Configurar e customizar a plataforma Freshservice de acordo com as necessidades do cliente. • Implementar workflows, regras de negócio, catálogos de serviços, SLAs e automações. • Traduzir requisitos de negócio em configurações técnicas, garantindo aderência às melhores práticas de ITSM. • Atuar como interface entre as áreas de negócio e tecnologia durante as fases de implantação e evolução da solução. • Apoiar testes, homologações e implantações em ambiente produtivo. • Realizar a sustentação funcional da plataforma, identificando, analisando e solucionando incidentes e oportunidades de melhoria. • Monitorar o desempenho da solução e propor melhorias contínuas para aumentar a eficiência operacional e a qualidade dos serviços. • Documentar configurações, processos e soluções implementadas, mantendo a base de conhecimento atualizada. • Colaborar com equipes multidisciplinares para garantir a qualidade das entregas e a satisfação dos clientes.

Job Requirements

  • Experiência com pelo menos uma ferramenta de ITSM, como Freshservice (preferencial), ServiceNow, BMC Helix, Jira Service Management ou similares.
  • Experiência em implementação e sustentação de plataformas ITSM/ESM.
  • Experiência na implementação e configuração dos principais processos ITIL, como Gestão de Incidentes, Problemas, Mudanças, Configuração (CMDB), Ativos e Catálogo de Serviços.
  • Vivência no levantamento de requisitos e mapeamento de processos junto às áreas de negócio.
  • Experiência na tradução de necessidades do negócio em soluções e configurações na plataforma ITSM.
  • Conhecimento em ITIL 4 e boas práticas de Gestão de Serviços de TI.
  • Capacidade de analisar indicadores (KPIs) e relatórios para apoiar a melhoria contínua dos serviços.
  • Ensino superior completo ou cursando em Tecnologia da Informação ou áreas correlatas.

Benefits

  • Cultura em um segmento inovador e aprendizado contínuo;
  • Convênio Odontológico Omint;
  • Convênio Saúde Omint;
  • Seguro de Vida Omint;
  • Vale Refeição ou vale alimentação R$42,00/dia;
  • Vale Transporte (se necessário) ou Auxílio Combustível;
  • Subsídio de idiomas;
  • TotalPass;
  • Gift Card (Aniversário);
  • Café da manhã e da tarde na POPULOS;
  • Programa de certificação e capacitação;
  • Programa de Incentivo de Performance (avaliação de desempenho, plano de carreira, feedbacks);
  • Parceria com Instituições de Ensino (FIA, FIAP, FGV, etc.);
  • Parceria com o Sesc.

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