PRIME CONTROL

Ticket Governance Analyst – Mid-Level, Jira Service Management

PRIME CONTROL

full-time

Posted on:

Location Type: Hybrid

Location: Curitiba • Brazil

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Tech Stack

ETL

About the role

  • Administer and maintain Incident and Problem workflows in Jira Service Management.
  • Ensure compliance with SLAs and OLAs, proactively addressing risks of breach.
  • Actively monitor bugs, critical incidents, and structural problems.
  • Ensure quality of information recorded in tickets (description, categorization, prioritization, evidence).
  • Lead and communicate around critical incidents through incident war rooms.
  • Monitor high-impact incidents and support operational coordination.
  • Consolidate operational indicators and executive reports.
  • Ensure clear and structured communication between involved teams and stakeholders.
  • Support root cause analysis (RCA) processes.
  • Track corrective and preventive action plans.
  • Keep the Known Error Database (KEDB) up to date.
  • Identify opportunities to improve and optimize workflows.
  • Standardize processes, templates, and governance rules.
  • Ensure transparency of ticket progress for stakeholders.
  • Produce management reports and trend analyses.
  • Responsible for creating and maintaining KPIs on Power BI dashboards.
  • Responsible for ETL and dashboard data modeling.

Requirements

  • Solid experience in IT Governance based on ITIL practices (Incident, Problem, Change management, and CMDB).
  • Hands-on experience with Jira Service Management (administration and operations).
  • Experience with automations in Jira.
  • Experience in complex environments with high volumes of requests.
  • Knowledge of data analysis and report generation (Power BI or similar).
  • Strong organizational skills, follow-up, and operational discipline.
Benefits
  • Health insurance
  • Dental insurance
  • Profit-sharing (PLR)
  • Meal allowance
  • Remote work allowance
Applicant Tracking System Keywords

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

Hard Skills & Tools
ITILIncident managementProblem managementChange managementCMDBData analysisReport generationETLDashboard data modelingAutomation
Soft Skills
Organizational skillsFollow-upOperational disciplineCommunicationLeadership