IT Support and Governance Specialist Consultant

🔥 13 hours ago

🇧🇷 Brazil – Remote

⏰ Full Time

🟡 Mid-level

🟠 Senior

💻 IT Support

👻 Ghost score 14%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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Verity Group

WebsiteLinkedInAll Job Openings

51 - 200 employees

Founded 2010

💼 Consulting

🤖 Artificial Intelligence

🔒 Cybersecurity

Consulting • Artificial Intelligence • Cybersecurity

Verity Group is a digital transformation and innovation consulting firm that focuses on delivering real results through technology. With expertise in areas such as AI migration, hyperautomation, cybersecurity, and digital engineering, Verity Group partners with ambitious companies to develop strategic business solutions. The firm prides itself on prioritizing depth over volume, ensuring tailored services that drive efficiency and growth throughout the technology journey, from strategy to execution.

📋 Description

• Diagnose the current support model, identifying risks, bottlenecks, and opportunities for improvement across processes, applications, integrations, and vendors. • Design and implement incident, problem, request, change, and knowledge management processes using ITIL and COBIT practices. • Structure the service catalog, service levels, responsibility matrix, SLAs, and escalation mechanisms. • Assess applications and integrations regarding documentation, monitoring, failure handling, and support readiness. • Define operational readiness, acceptance, knowledge transfer, and stabilization criteria for transitioning projects into support. • Establish operational and vendor performance indicators, controls, and monitoring routines. • Validate the model through pilots, lead assisted implementation, and train the teams responsible for operations. • Deliver processes, procedures, controls, and indicators applicable to the teams’ day-to-day operations. • Establish boundaries between support, fixes, enhancements, and projects, integrating support, development, infrastructure, and vendors. • Ensure traceability of activities and decisions in alignment with governance, security, and audit controls. • Structure knowledge management and business continuity mechanisms. • Formalize the transition of the model to internal owners, including documentation, outstanding items, and an evolution plan.

🎯 Requirements

• Bachelor’s degree in Information Technology, Engineering, or a related field. • Senior-level experience in application support and in implementing or enhancing IT service management processes. • Applied knowledge of ITIL and COBIT, with experience defining responsibilities, SLAs, controls, and performance indicators. • Technical knowledge of enterprise applications, APIs, integrations, and databases, with the ability to analyze logs, run SQL queries, and support troubleshooting. • Experience managing incidents and problems, conducting root cause analysis, handling production changes, and transitioning projects into support. • Experience with ITSM tools and collaboration with technical teams and vendors. • Ability to facilitate workshops, document processes, and take a hands-on approach to implementation and team training. • Experience working in critical or regulated environments. • Knowledge of observability, SRE, DevOps, and operational automation. • Experience with ServiceNow, Jira Service Management, BusinessMap, or equivalent tools. • ITIL, COBIT, or related certifications in IT service management and IT governance.

🏖️ Benefits

• Meal voucher • Food allowance • Home office allowance • Medical insurance • Dental insurance • Life insurance • Birthday day off • TotalPass / Wellhub • Boon Saúde app • Discount partnerships • Agreements with businesses and educational institutions • Welcome kit • Onboarding • Verity Learning • Verity Break • #VerityComVocê • Access to professional development courses