ITSM Process Consultant

Kalendae

Consultant evaluating ITSM processes at Kalendae, focusing on improvements and efficiencies for Command Center. Remote position with occasional office visits in São Paulo.

Posted 4/14/2026part-timeSão Paulo • 🇧🇷 BrazilMid-LevelSeniorWebsite

Tech Stack

Tools & technologies

ITSM

About the role

Key responsibilities & impact

Mapping and redesign of Command Center processes to identify opportunities for improvement, increase efficiency, and enhance quality
Conduct value stream mapping (VSM), capacity analysis (FTE per process), and recommend process and automation improvements
Map Value Topology: identify interrelationships between applications, microservices, and their business impact
ITSM governance design: structure incident management workflows (P1 to P3) and post-mortem processes that feed back into preventive measures
Recommend and support the definition of efficiency, quality, and risk metrics for business monitoring by the Command Center

Requirements

What you’ll need

Experience with ITSM (preferably Jira)
Experience structuring operational and tactical metrics/KPIs
Experience with Lean tools and agile methodologies (a plus)
Experience with AI agents (a plus)

Benefits

Comp & perks

Flexible meal allowance: BRL 35.00 per day
Transportation allowance
Porto Seguro health plan: 100% covered for the employee (principal)
Porto Seguro dental plan
Birthday day off
TotalPass (gym membership benefit)
Porto Seguro life insurance
Pharmacy discount/partnership
Partnerships with universities and language schools

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

value stream mappingcapacity analysisprocess improvementautomation improvementsincident management workflowsefficiency metricsquality metricsrisk metricsLean toolsagile methodologies

Soft Skills

organizational skillsanalytical skillsproblem-solving skillscommunication skills