Senior IT Governance Analyst

Job not on LinkedIn

🔥 1 hour ago

🇧🇷 Brazil – Remote

⏰ Full Time

🟠 Senior

🎲 Risk

👻 Ghost score 10%

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Domo Inovação

WebsiteLinkedInAll Job Openings

51 - 200 employees

Founded 2021

💼 Consulting

🏥 Healthcare

📣 Marketing

Consulting • Healthcare • Marketing

<Domo Inovação> is a hub of innovation and technology within Grupo Mercantil (Banco Mercantil), focused on developing connected, future-oriented solutions and digital products for the bank and its customers. It positions itself as an innovation nucleus that creates technology-driven solutions, attracts talent, and leverages the stability of a long-established banking group to deliver practical, customer-facing experiences and internal capabilities.

📋 Description

• Lead the completion of the Freshservice implementation, ensuring its adoption as the central platform for IT service management • Define, structure, and improve IT Service Management (ITSM) processes in line with best practices and governance frameworks • Lead the implementation and evolution of critical incident, problem, and change management workflows • Structure and implement the Configuration Management Database (CMDB) process, ensuring applications and their corresponding configuration items are mapped • Foster alignment between business and Technology teams, ensuring the standardization and adoption of established processes and workflows • Contribute to the unification and standardization of governance processes, supporting the operational efficiency of Technology teams • Support the development and monitoring of departmental metrics, preparing governance reports and identifying improvement opportunities • Partner with the audit team by centralizing findings, supporting remediation efforts, and ensuring established deadlines are met • Drive continuous improvement of IT processes, ensuring greater visibility, organization, and efficiency in service management • Work collaboratively with Infrastructure, Systems, and business teams, facilitating communication and alignment among stakeholders

🎯 Requirements

• Bachelor’s degree in Computer Science, Information Systems, Computer Engineering, or a related field • 3–5 years of experience in IT Governance, with a focus on IT Service Management (ITSM) • Strong knowledge of IT governance best practices and frameworks, particularly ITIL and COBIT • In-depth knowledge of the ITIL v4 framework • Experience with IT service management tools, particularly Freshservice • Experience designing and managing ITSM processes, including incident, problem, and change management • Knowledge of Configuration Management Database (CMDB) management • Familiarity with agile methodologies • Strong verbal and written communication skills, active listening, and the ability to build relationships across different departments • Collaborative mindset, with initiative, strong organizational skills, flexibility, and a sense of accountability • ITIL v4 Foundation certification • Experience implementing and structuring ITSM tools, particularly Freshservice • Experience implementing and managing CMDB processes • Experience with metrics, governance reporting, and audit follow-up • Experience working on IT process standardization and continuous improvement projects

🏖️ Benefits

• Medical and dental insurance • Wellhub (Gympass) • Transportation allowance • Meal and food allowances • Academia Mercantil (learning platform) and partnerships with educational institutions • Private pension plan • Life insurance • Day off • Extended maternity and paternity leave

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