IT GOVERNANCE ANALYST

Na SourceHub, acreditamos que grandes profissionais impulsionam grandes negócios. 💜

Somos uma empresa que conecta pessoas, tecnologia e inovação para ajudar organizações a crescerem e profissionais a construírem trajetórias de sucesso. 🎯

Aqui, você encontrará um ambiente colaborativo, multicultural e dinâmico, onde suas ideias têm espaço, seu desenvolvimento é valorizado e seu impacto é reconhecido. 🤝

Se você busca desafios, aprendizado contínuo e oportunidade para crescer em um contexto global, seu próximo passo pode estar aqui.🌎

Venha construir o futuro com a SourceHub. 🚀

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• Bachelor’s degree completed or in the final stages of completion in Information Technology, Information Systems, Business Administration, Engineering, or a related field.
• Intermediate/Advanced English, with the ability to read global procedures, document information, and communicate with international teams.
• 1 to 3 years of experience in Service Desk, Help Desk, IT Operations, or IT Service Management environments.
• Knowledge of ITSM processes, including Incident Management and Service Request Management.
• Understanding of SLA and OLA concepts and their application within service operations.
• Experience with service management platforms such as Salesforce, ServiceNow, Jira Service Management, Remedy, or similar tools.
• Experience with Power BI is considered a plus.
• Strong communication and collaboration skills with the ability to work effectively across operational and support teams.

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• Review incidents, service requests, and problem tickets to ensure accuracy, completeness, and compliance with established procedures.
• Validate mandatory fields, supporting documentation, ticket categorization, classification, and routing within IT service management platforms.
• Identify and correct data inconsistencies or coordinate resolution with the responsible teams.
• Monitor Service Desk queues daily to identify stalled tickets, SLA risks, aging cases, and backlog concerns.
• Follow up with operational teams to ensure timely progress and resolution of open tickets.
• Verify that tickets contain complete documentation of diagnosis, troubleshooting activities, resolutions, and closure notes.
• Validate information used in dashboards and management reports to ensure reporting accuracy and reliability.
• Support standardization initiatives, governance controls, and continuous improvement projects across the Service Desk organization.