What makes us Qlik?A Gartner® Magic Quadrant™ Leader for 14 years in a row, Qlik transforms complex data landscapes into actionable insights, driving strategic business outcomes.
Serving over 40,000 global customers, our portfolio leverages pervasive data quality and advanced AI/ML capabilities that lead to better decisions, faster.We excel in integration and governance solutions that work with diverse data sources, and our real-time analytics uncover hidden patterns, empowering teams to address complex challenges and seize new opportunities.The ITSM Process Engineer Role We are seeking a detail-oriented and experienced ITSM Process Engineer to design, optimize, and manage IT Service Management (ITSM) processes with a primary focus on Change Management, Problem Management, and Configuration Management Database (CMDB).
The ideal candidate will play a pivotal role in ensuring IT service operations are efficient, standardized, and aligned with ITIL best practices.
You will collaborate with stakeholders across the organization to drive continuous improvement and maintain data integrity in the CMDB to support operational excellence.
Reports directly to Senior Director, IT Service Delivery & Management.Here's how you'll be making an impact: Provides support for all facets of ITSM process maturity following industry best practice based on ITIL v4 and Qlik standards.Provides day-to-day operational support for Configuration Management, Change Management, and Problem Management.Acts as lead Change Manager Approves/rejects submitted Changes per process requirements.Ensures Schedule oversight, maintenance, and communication.Drives CMDB Health Ensure data accuracyMaintains discovery and CI relationshipsConducts gap analysis, proposes and implements solutionsLeads Problem Management Lead Problem Management activities, including root cause analysis (RCA), identifying recurring incidents, and recommending solutions to prevent future occurrences.Collaborate with technical teams to document known errors and ensure the Knowledge Management repository is updated with solutions and workarounds.Track and report on problem resolution progress and outcomes.Collaborates closely with key stakeholders to mature processes in alignment with IT and business maturity needs.Understands and helps to evangelize the process owner's vision.Ensures the appropriate inputs/outputs are being produced across all Processes.Documents the Process(es) for usability across the IT organization.Provides innovative and simple solutions to business requirements.Regularly reviews existing IT processes for effectiveness and efficiency; identifies improvement opportunities.Works towards integration across all related processes.Maintains knowledge and expertise in industry process best practices and trends.Collaborates with BSA to provide related KPIs.Analyzes data quality to measure compliance and feed Continual Service Improvement.Participates in platform UAT.Supports the improvement and stabilization of released ITSM processes.We're looking for a teammate with: Minimum of 3 recent years working with ServiceNow platform; specifically – Change, Configuration, Problem.Proven experience with Root Cause Analysis methodologies.3+ years of working experience in Process Governance, Compliance, and Measuring.3+ years of ServiceNow reporting.Working knowledge of SPM (Strategic Portfolio Management), PPM (Project Portfolio Management).Ability to evangelize process owners' vision for the processes.Excellent written and verbal communication skillsHighly collaborative ethic and experience working in global teams/organizations.Ability to influence at all levels.Proven record of Metrics/KPIs/Data Analysis.Results driven.Fluency in English is required - Resumes/Curriculum must be submitted in English.Education and Certification Requirements: Bachelor's degree or equivalentMust have a minimum of ITIL 4 Foundation CertificationITIL 4 Managing Professional, considered a plusThe location for this role is: São Paulo, BrazilBrazil – RemoteApply now and help change how the world transforms complex data landscapes into actionable insights and turns complex data challenges into new opportunities!What else do we offer?
Genuine career progression pathways and mentoring programsCulture of innovation, technology, collaboration, and opennessFlexible, diverse, and international work environmentGiving back is a huge part of our culture.
Alongside an extra "change the world" day plus another for personal development, we also highly encourage participation in our Corporate Responsibility Employee Programs .If you need assistance applying for a role due to a disability, please submit your request via email to ******.
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