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Tech Stack
Tools & technologiesGrafanaITSMServiceNowTableau
About the role
Key responsibilities & impact- Manage and optimize the ticket lifecycle (Incidents, Service Requests, Problems, and Changes), ensuring compliance with SLAs/OLAs and correct prioritization based on impact and urgency.
- Map the customer journey, identify improvement opportunities, and lead continuous improvement initiatives.
- Create and maintain dashboards and performance 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 enablement and training.
- Collaborate with SRE, DevOps, NOC, Support, and Product teams to reduce incident recurrence and improve system resilience.
Requirements
What you’ll need- Availability for hybrid work in Curitiba (in-office 2x per week).
- Minimum of 3 years' 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 queue configuration, 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
Comp & perks- Health and dental insurance
- Meal and food allowance
- Childcare assistance
- Extended paternity leave
- Partnerships with gyms and wellness professionals via Wellhub (Gympass/TotalPass)
- Profit sharing and performance-based bonus (PLR)
- Life insurance
- Continuous learning platform (CI&T University)
- Employee 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
ATS Keywords
✓ Tailor your resumeApplicant 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 creationreportingprocess documentationincident coordinationcontinuous improvementknowledge managementITIL v4
Soft Skills
analytical skillscommunicationstakeholder managementteam enablementleadership
Certifications
ITIL certification