Analista de ServiceNow

Desenho de Processos (TO-BE):

• Propor fluxos otimizados para registro de Outages, validação de serviços afetados e cálculo de disponibilidade;
• Colaborar na definição de critérios de classificação de Outages (P1/P2) e matriz RACI;
• Garantir alinhamento com práticas ITIL, SRE e requisitos regulatórios.

Facilitação e Governança:

• Facilitar reuniões de grupos de trabalho, workshops e sessões de validação com múltiplas áreas;
• Criar e manter documentação de processos, SOPs (Procedimentos Operacionais) e manuais de usuário;
• Apoiar na definição de KPIs e métricas para medir eficiência, aderência e qualidade dos processos.

Gestão da Mudança:

• Apoiar a capacitação de times na adoção dos novos processos (Dojo);
• Criar materiais de treinamento e comunicação;
• Monitorar aderência aos processos e propor ajustes quando necessário.

Required education

Bachelor's Degree

Required technical and professional expertise

Requisitos Imprescindíveis

• Experiência em mapeamento e otimização de processos;
• Conhecimento em frameworks e boas práticas como ITIL e SRE;
• Habilidade para elaboração de documentação técnica e funcional;
• Familiaridade com definição de KPIs, métricas e governança de processos;
• Capacidade de conduzir workshops e sessões de validação com múltiplos stakeholders.

ABOUT BUSINESS UNIT

IBM Consulting is IBM's consulting and global professional services business, with market leading capabilities in business and technology transformation. With deep expertise in many industries, we offer strategy, experience, technology, and operations services to many of the most innovative and valuable companies in the world. Our people are focused on accelerating our clients' businesses through the power of collaboration. We believe in the power of technology responsibly used to help people, partners and the planet.

YOUR LIFE @ IBM

In a world where technology never stands still, we understand that, dedication to our clients success, innovation that matters, and trust and personal responsibility in all our relationships, lives in what we do as IBMers as we strive to be the catalyst that makes the world work better.

Being an IBMer means you'll be able to learn and develop yourself and your career, you'll be encouraged to be courageous and experiment everyday, all whilst having continuous trust and support in an environment where everyone can thrive whatever their personal or professional background.

Our IBMers are growth minded, always staying curious, open to feedback and learning new information and skills to constantly transform themselves and our company. They are trusted to provide on-going feedback to help other IBMers grow, as well as collaborate with colleagues keeping in mind a team focused approach to include different perspectives to drive exceptional outcomes for our customers. The courage our IBMers have to make critical decisions everyday is essential to IBM becoming the catalyst for progress, always embracing challenges with resources they have to hand, a can-do attitude and always striving for an outcome focused approach within everything that they do.

Are you ready to be an IBMer?

ABOUT IBM

IBM's greatest invention is the IBMer. We believe that through the application of intelligence, reason and science, we can improve business, society and the human condition, bringing the power of an open hybrid cloud and AI strategy to life for our clients and partners around the world.

Restlessly reinventing since 1911, we are not only one of the largest corporate organizations in the world, we're also one of the biggest technology and consulting employers, with many of the Fortune 500 companies relying on the IBM Cloud to run their business.

At IBM, we pride ourselves on being an early adopter of artificial intelligence, quantum computing and blockchain. Now it's time for you to join us on our journey to being a responsible technology innovator and a force for good in the world.

IBM is proud to be an equal-opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, gender, gender identity or expression, sexual orientation, national origin, genetics, pregnancy, disability, neurodivergence, age, or other characteristics protected by the applicable law. IBM is also committed to compliance with all fair employment practices regarding citizenship and immigration status.

OTHER RELEVANT JOB DETAILS

All our positions are eligible for people with disabilities PwD or rehabilitated.

Client-provided location(s): São Paulo, Brazil

Job ID: IBM-82456

Employment Type: OTHER

Posted: 2025-12-24T18:47:25