Governance Analyst
Visa
full-time
Posted on:
Location Type: Remote
Location: Brazil
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Tech Stack
About the role
- Manage and continuously improve customer support processes
- Coordinate improvements to incident and change management processes
- Monitor and analyze support performance metrics
- Ensure compliance with established processes through quality assessments
- Evolve and optimize the ecosystem of tools supporting metrics
- Collaborate with cross-functional teams to simplify workflows
- Create and deliver documentation, training, and communications
- Support regulatory audits by providing governance and operational evidence
Requirements
- Based in Brazil
- Bachelor’s degree in Information Technology, Computer Science, Engineering, or related fields.
- Advanced English (B2 level or higher)
- 3+ years of experience in Technical Support, Operations, ITSM, or IT Governance.
- Familiarity with customer support processes, governance frameworks, and ITSM tools.
- Strong written and verbal communication skills.
- Analytical skills to track performance metrics, identify trends.
- Experience with Jira Service Management, AskNow, or similar ITSM tools.
- Solid understanding of reliability and operational metrics.
Benefits
- Remote position
- Health insurance
- Professional development opportunities
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
Technical SupportOperationsITSMIT GovernancePerformance Metrics AnalysisGovernance FrameworksReliability MetricsOperational Metrics
Soft Skills
Communication SkillsAnalytical SkillsCollaborationDocumentation SkillsTraining Skills
Certifications
Bachelor’s degree in Information TechnologyBachelor’s degree in Computer ScienceBachelor’s degree in Engineering