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IT Service Performance Analyst

Há 2 horas

Jaguariúna, São Paulo, Brasil Vagas ManpowerGroup Tempo inteiro
  • Local de trabalho:

Jaguariúna, SP (Presencial)

  • Principais atividades:

We are hiring immediately for an IT Service Performance Analyst with a specialist interest in Change and Problem Management, a role that is critical in making sure our customers get the electricity, heating and cooling they need.

What you'll do:

Lead the ITIL processes for the successful delivery of IT services across our global business

Be a subject matter expert in Change and Problem Management

Accountable for end-end governance of all Changes and Problems

Oversee the design, development, implementation, and maintenance of Change and Problem policies and procedures

Work with the wider IT teams to adopt best practice Change and Problem Management, while supporting training and development

Support the Major Incident, Change, Problem, Asset and Configuration Management functions in day-day operations, including, but not limited to, assessing, developing, and maintaining documentation

Working with the wider team and IT Service performance function to analyse, gather and present data and metrics, to reduce incidents, improve services, promote service accountability and ensure maximum stakeholder value is achieved

What we're looking for…

We're looking for someone who has experience in an existing Service Delivery or Service Support role, with a focus in implementing, clear policies and procedures for Service Change and Problem Management.

Preferably with expertise in 1 or more ITSM practices, including Asset and Configuration Management, Incident Management, Problem Management, Change Management, Knowledge Management, would also be a huge benefit to this role.

You will need excellent written and verbal communication skills, and be able to develop internal stakeholder relationships, working collaboratively across the wider team. You will need to be able to prioritise conflicting priorities and work under pressure to deliver tasks on time, and to a high level of quality and accuracy, with strong attention to detail.

You'll be self-motivated, with problem solving skills, and have the ability to identify issues, propose solutions and think beyond your day-to-day remit

  • Requisitos:

Formação superior completa ou em andamento em TI ou áreas correlatas;

Experiência com ITIL, especialmente em Change Management e Problem Management;

Inglês mandatório para comunicação com usuários e equipes globais (Teams, telefone e e-mail);

Capacidade analítica, organização, comunicação clara e atenção aos detalhes.

Conhecimentos adicionais valorizados:

Azure, Active Directory e Exchange;

Conceitos de redes (nível básico a intermediário);

Familiaridade com processos de Service Desk e ferramentas de ticket.

  • Tipo de Contrato:

CLT (Efetivo)

  • Horário de Trabalho

Segunda-feira a Sexta-feira das 08:00 às 17:39

  • Benefícios:

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AnalistaDeChangeManagement #ProblemManagement #TI #ITIL #VagaAfirmativa #PCD #Inclusão