Analista de Soluções Pleno - ITSM

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for an Analista de Soluções Pleno - ITSM based in Brazil.

As an ITSM Solutions Analyst, you will play a key role in designing, implementing, and optimizing service management platforms that improve operational efficiency for enterprise environments. You will work closely with business and technology teams to translate requirements into scalable solutions, configure workflows, and enhance service delivery processes. This role combines technical expertise, process improvement, and stakeholder collaboration within a dynamic technology environment. You will contribute to the evolution of ITSM/ESM solutions while applying industry best practices to create reliable and efficient service operations. If you enjoy solving complex challenges, improving digital processes, and working with innovative technology solutions, this opportunity offers strong professional growth potential.

Accountabilities: of efficient service processes and workflows.

Configure and customize ITSM platforms according to customer requirements, including workflows, business rules, service catalogs, SLAs, and automation processes.

Translate business needs into technical configurations while ensuring alignment with ITSM best practices and service management standards.

Act as a bridge between business stakeholders and technology teams throughout implementation, evolution, testing, and deployment phases.

Support solution validation, user acceptance testing, and production releases to ensure successful delivery.

Provide functional support for implemented platforms by analyzing incidents, identifying improvements, and resolving operational issues.

Monitor solution performance, analyze service indicators, and recommend continuous improvements to increase efficiency and service quality.

Maintain documentation of configurations, processes, and implemented solutions while contributing to knowledge management initiatives.

Collaborate with multidisciplinary teams to ensure delivery quality and customer satisfaction.

Requirements

Experience working with ITSM platforms such as Freshservice, ServiceNow, BMC Helix, Jira Service Management, or similar solutions.

Proven experience implementing and supporting ITSM/ESM platforms in corporate environments.

Knowledge of ITIL processes, including Incident Management, Problem Management, Change Management, Configuration Management (CMDB), Asset Management, and Service Catalog management.

Experience gathering business requirements, mapping processes, and translating operational needs into technical solutions.

Knowledge of ITIL 4 principles and IT service management best practices.

Ability to analyze KPIs, reports, and operational metrics to support continuous service improvement.

Strong communication skills with the ability to collaborate effectively with business users, technical teams, and customers.

Higher education completed or in progress in Information Technology, Computer Science, or related fields.

Experience with REST API integrations, Webhooks, or iPaaS platforms such as Zapier, Make, or Workato is a plus.

Certifications such as ITIL 4 or Freshworks certification are considered an advantage.

Experience with Device42 implementation or support, AI applied to process automation, or Enterprise Service Management projects is a plus.

Benefits

Remote work model available for candidates located outside the Greater São Paulo region.

Health and dental insurance coverage.

Life insurance.

Meal or food allowance of R$42 per working day.

Transportation allowance or fuel assistance when applicable.

Language learning support.

TotalPass wellness program.

Birthday gift card.

Access to training, certifications, and professional development programs.

Performance incentive program with career development plans, feedback cycles, and growth opportunities.

Partnerships with educational institutions and professional development organizations.

Collaborative culture focused on technology innovation and continuous learning.

How Jobgether works: We use an AI-powered matching process to ensure your application is reviewed quickly, objectively, and fairly against the role's core requirements. Our system identifies the top-fitting candidates, and this shortlist is then shared directly with the hiring company. The final decision and next steps (interviews, assessments) are managed by their internal team. We appreciate your interest and wish you the best!  Why Apply Through Jobgether?    Data Privacy Notice: By submitting your application, you acknowledge that Jobgether will process your personal data to evaluate your candidacy and share relevant information with the hiring employer. This processing is based on legitimate interest and pre-contractual measures under applicable data protection laws (including GDPR). You may exercise your rights (access, rectification, erasure, objection) at any time.     #LI-CL1