Governance Specialist – Support

CIEE - Centro de Integração Empresa-Escola

Governança e sustentação de TI no CIEE, garantindo a disponibilidade dos sistemas e a melhoria contínua. Coordenando a gestão de problemas e estabelecendo indicadores de desempenho.

Posted 4/25/2026full-timeRemote • 🇧🇷 BrazilMid-LevelSeniorWebsite

About the role

Key responsibilities & impact

Ensure compliance with support SLAs by monitoring operational indicators and managing incidents, guaranteeing system availability.
Define support standards and processes by implementing ITIL practices and governance frameworks to achieve operational standardization.
Monitor the quality of support services by analyzing service and performance metrics, ensuring continuous improvement.
Coordinate problem management by conducting root cause analyses (RCA) to reduce incident recurrence.
Establish support performance indicators by defining KPIs and management dashboards to support decision-making.
Promote continuous process improvement by identifying operational bottlenecks to increase service efficiency.
Oversee support vendors through contract management and performance evaluation, ensuring the quality of services provided.
Ensure documentation of operational processes by maintaining runbooks and technical procedures, reducing operational risks.
Support internal and external audits by providing evidence and controls, ensuring regulatory compliance.
Guide technical teams by disseminating support best practices, raising operational maturity.

Requirements

What you’ll need

Bachelor's degree in Information Technology or a related field.
Experience: Previous experience in similar roles.

Benefits

Comp & perks

CIEE has a diversity program that welcomes and respects who you are and who you want to be!

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

ITILroot cause analysisKPI definitionperformance metrics analysisincident managementcontract managementprocess improvementdocumentationregulatory complianceservice efficiency

Soft Skills

communicationleadershipproblem-solvinganalytical thinkingteam coordinationdecision-makingoperational maturityvendor managementcontinuous improvementquality assurance