Kalendae

ITSM Process Consultant

Kalendae

part-time

Posted on:

Location Type: Hybrid

Location: São Paulo • Brazil

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Tech Stack

ITSM

About the role

  • 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

  • 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
  • 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
Applicant Tracking System Keywords

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

Hard Skills & Tools
value stream mappingcapacity analysisprocess improvementautomation improvementsincident management workflowsefficiency metricsquality metricsrisk metricsLean toolsagile methodologies
Soft Skills
organizational skillsanalytical skillsproblem-solving skillscommunication skills