Mollica IT

IT Service Management Analyst – Mid/Senior

Mollica IT

full-time

Posted on:

Location Type: Hybrid

Location: São Paulo • Brazil

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Job Level

Senior

Tech Stack

ITSM

About the role

  • Manage and monitor service levels (SLAs) of Service Desk partners
  • Monitor the quality and performance of delivered services
  • Manage contracts and suppliers, ensuring compliance with established agreements
  • Track deliveries and availability of equipment and services, including: computers and laptops; phones and mobile devices; tablets; office and thermal printers; access management; videoconference support
  • Analyze metrics (KPIs), identify deviations and propose action plans
  • Conduct follow-up and governance meetings with suppliers
  • Assist in resolving critical incidents and escalations
  • Ensure continuous improvement of support and service processes
  • Support audits and controls related to contracted services
  • Other routine tasks within the area.

Requirements

  • Strong experience in IT service management and SLAs
  • Experience managing suppliers and contracts
  • Knowledge of Service Desk operations
  • Experience in metrics-driven management and KPI analysis
  • Good communication and negotiation skills
  • Analytical, organized and results-oriented profile
  • Preferred: Experience in medium/large corporate environments
  • Knowledge of IT service management tools (ITSM)
  • Experience with IT asset management
Benefits
  • Contracting: Cooperative
  • Term: Fixed (3 months with possibility of extension)
  • Work schedule: Monday to Friday, business hours
  • Location: Hybrid in São Paulo, SP (on-site 2x per week in the Brooklin area)
Applicant Tracking System Keywords

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

Hard Skills & Tools
IT service managementSLA managementKPI analysisIT asset managementService Desk operationscontract managementsupplier managementmetrics-driven managementcontinuous improvementincident resolution
Soft Skills
communication skillsnegotiation skillsanalytical skillsorganizational skillsresults-orientedgovernanceproblem-solvingcollaborationleadershipcustomer service