Risk

• Responsible for structuring and sustaining the operational processes and governance of the support area, with a focus on evolving the ITSM tool, designing workflows, creating metrics, and driving continuous improvement.
• Implement and review ITSM processes based on ITIL best practices.
• Maintain and evolve the ITSM tool (workflows, categories, SLAs, automations).
• Create and maintain dashboards and support performance indicators.
• Support service mapping and the construction of the service catalog.
• Promote a culture of continuous improvement and best practices within operational teams.
• Assist in the preparation of policies, work instructions and process documentation.
• Participate in process automation and data analysis projects.
• Act as a methodological reference for internal training and onboarding of new employees.
• Monitor and report support operation performance metrics to leadership.

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