CI&T

IT Service Management Analyst

CI&T

full-time

Posted on:

Location Type: Hybrid

Location: Curitiba • Brazil

Visit company website

Explore more

✨ AI Apply
Apply

Tech Stack

GrafanaITSMServiceNowTableau

About the role

  • Manage and optimize the ticket lifecycle (Incidents, Service Requests, Problems, and Changes), ensuring SLA/OLA compliance and correct prioritization based on impact and urgency.
  • Map the customer journey, identify improvement opportunities, and lead continuous improvement initiatives.
  • Create and maintain performance dashboards and reports (KPIs/OKRs), generating insights for data-driven decision making (e.g., SLA compliance, FRT, MTTR, backlog aging, reopen rate, CSAT/NPS).
  • Administer and evolve ITSM tools (e.g., ServiceNow, Jira Service Management, BMC, Zendesk, Freshservice), including queues, workflows, automations, SLAs, integrations, and the knowledge base.
  • Define, document, and refine processes aligned with ITIL v4 (Incident, Problem, Change, Request, CMDB, Service Catalog), ensuring end-to-end governance and quality.
  • Coordinate Major Incidents, ensuring effective communication with technical and business stakeholders, including executive levels.
  • Promote Knowledge Management best practices (KCS), creating runbooks and playbooks, and support team training and enablement.
  • Collaborate with SRE, DevOps, NOC, Support, and Product teams to reduce incident recurrence and increase system resilience.

Requirements

  • Availability to work on a hybrid basis in Curitiba (onsite 2x per week).
  • Minimum 3 years of experience managing tickets and IT Service Management processes.
  • Experience coordinating Major Incidents and communicating with multiple stakeholders (technical and executive).
  • Hands-on experience with at least one ITSM tool (ServiceNow, Jira Service Management, BMC Remedy/Helix, Zendesk, or Freshservice), including configuring queues, SLAs, and automations.
  • Strong analytical skills, with experience building dashboards and reports and making data-driven decisions (Power BI, Tableau, or similar).
  • Familiarity with monitoring and observability tools (e.g., Grafana, Datadog, New Relic) and incident response tools (e.g., PagerDuty, Opsgenie).
  • ITIL certification.
  • Technical background (Development, DevOps, BI).
  • Advanced English and/or Spanish.
Benefits
  • Health and dental insurance
  • Meal and food allowance
  • Childcare assistance
  • Extended paternity leave
  • Partnerships with gyms and health & wellness professionals via Wellhub (Gympass/TotalPass)
  • Profit sharing and results participation (PLR)
  • Life insurance
  • Continuous learning platform (CI&T University)
  • Discount club
  • Free online platform dedicated to physical, mental, and overall well-being
  • Pregnancy and responsible parenting course
  • Partnerships with online learning platforms
  • Language learning platform
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
IT Service Managementticket managementdata analysisdashboard creationreport generationprocess documentationincident coordinationcontinuous improvementknowledge managementtechnical background
Soft Skills
analytical skillscommunicationstakeholder managementteam trainingcollaboration
Certifications
ITIL certification