IT Governance Analyst

Paschoalotto

Analista de Governança de TI atuando em fiscalizações de processos de incidentes e requisições. Monitorando indicadores e atualizando o catálogo de serviços em ambiente corporativo.

Posted 6/1/2026full-timeRemote • 🇧🇷 BrazilMid-LevelSeniorWebsite

Tech Stack

Tools & technologies

ITSMServiceNow

About the role

Key responsibilities & impact

Manage Incidents and Requests opened in the ITSM tool;
Monitor support queues by performing ticket audits and reviews;
Coordinate Incident and Request committees and be responsible for sending meeting minutes;
Implement improvements and updates to the service catalog and resolver groups for incidents and requests;
Maintain process documentation and create IOPs for the process;
Review SLAs and implement improvements;
Build, update and analyze IT metrics based on tickets opened in the ITSM tool;

Requirements

What you’ll need

Prior experience in ITSM/IT Governance is required, with work in Incident and Request Management in medium or large corporate environments.
Bachelor's degree completed or in progress in Information Technology, Information Systems, Computer Science, Systems Analysis and Development, Computer Engineering, Business Administration with an emphasis in IT, or related fields.
Solid knowledge of ITSM practices and the ITIL framework, with focus on Incident, Request, Problem, Change, SLA/OLA and Service Catalog;
Proficiency with Microsoft Office tools (e.g., Word, Excel, PowerPoint, etc.);
Experience with ITSM tools, preferably ServiceNow, or similar platforms such as Jira Service Management, GLPI, BMC Remedy, etc.;
Knowledge of methodologies related to IT Service Management (e.g., ITIL 4);
Ability to monitor, analyze and report operational and executive metrics such as SLA, MTTR, backlog, recurrence, ticket volume and recurring root causes;
Experience in prioritization, categorization, escalation, handling critical incidents, root cause analysis, process documentation and implementing continuous improvements.

Benefits

Comp & perks

Meal allowance (food voucher)
Transportation allowance
Benefits club: An exclusive benefits club for our Paschoalovers, providing discounts at various partner establishments
StarBem: Online therapy platform that provides free sessions to Paschoalovers
TotalPass: Wellness platform offering discounted gym memberships and physical activity options
Day off: Employees are entitled to a day off on their birthday
Maternity and paternity leave: 6 months maternity leave and 20 days paternity leave

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

ITSMIncident ManagementRequest ManagementITILSLAOLAService Catalogroot cause analysisprocess documentationcontinuous improvements

Soft Skills

prioritizationcategorizationescalationmonitoringanalyzingreportingcommunicationcoordinationorganizationalproblem-solving