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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in operating and optimizing IT service management processes, including incident and change management, while ensuring compliance with SLAs and continuous improvement. Proficient in data analysis and reporting, utilizing BI tools to drive decision-making and enhance customer journey experiences.
Highest-signal resume keywords
ITSM Platform ExperienceIncident Management CoordinationData Analysis and ReportingJira Service Management ProficiencyITIL Certification
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Incident ManagementChange ManagementService Request ManagementPerformance Dashboard CreationData-Driven Decision MakingProcess ImprovementAutomation ConfigurationMonitoring and ObservabilityAnalytical SkillsKnowledge Management
Soft Skills
Verbal CommunicationWritten CommunicationNegotiation SkillsExpectation ManagementCollaboration
Tools & Technologies
Jira Service ManagementServiceNowPower BITableauGrafanaDatadogNew RelicPagerDutyOpsgenieBMC Remedy
Certifications & Qualifications
ITIL Certification
Industry Keywords
SLAsOLAsContinuous ImprovementCustomer JourneyCross-Functional CollaborationMajor Incident CoordinationService Management ProcessesGovernance and ComplianceKCS Best PracticesTechnical Background
Tech Stack
Tools & technologiesGrafanaITSMServiceNowTableau
About the role
Key responsibilities & impact- Operate and optimize the ticket lifecycle (Incidents, Service Requests, Problems, and Changes), ensuring compliance with SLAs/OLAs and impact-/urgency-based prioritization
- Map and monitor strengths and weaknesses throughout the customer journey; propose and execute continuous improvement plans
- Create and maintain performance dashboards and reports (KPIs/OKRs), applying critical analysis to guide decisions
- Operate and enhance Jira Service Management and Jira Software, including queues, forms, workflows, automations, SLAs, integrations, and the knowledge base
- Define, document, and improve processes aligned with ITIL v4 (Incident, Problem, Change, Request, CMDB, and Service Catalog), with governance and compliance
- Coordinate Major Incidents and stakeholder communications
- Promote Knowledge Management (KCS) best practices, runbooks, and playbooks; train teams on processes and tool usage
- Collaborate with SRE, DevOps, NOC, Support, and Product teams to reduce recurrence and increase resilience
- Work in a cross-functional customer-facing area, combining operational management of queues, SLAs, incidents, and requests with the analysis and improvement of Service Management processes
Requirements
What you’ll need- At least 2 years of experience in a similar environment
- Experience coordinating Major Incidents and communicating with multiple stakeholders (technical and executive), with verifiable positive results
- Hands-on experience with at least one ITSM platform (ServiceNow, Jira Service Management, BMC Remedy/Helix, Zendesk, or Freshservice), including queue, SLA, and automation configuration
- Analytical skills for building reports/dashboards and making data-driven decisions, with proficiency in a BI tool (Power BI, Tableau, or equivalent)
- Knowledge of monitoring/observability for alert analysis and basic correlation (Grafana, Datadog, New Relic), as well as integration with incident response tools (PagerDuty, Opsgenie)
- Excellent verbal and written communication, negotiation, and expectation-management skills
- ITIL certification is a plus
- Technical background (Developer, DevOps, or BI) is a plus
- Advanced English proficiency is a plus
Benefits
Comp & perks- Health and dental insurance
- Meal and food allowance
- Childcare assistance
- Extended paternity leave
- Partnerships with gyms and health and wellness professionals via Wellhub (Gympass) and TotalPass
- Profit Sharing and Results Participation (PLR)
- Life insurance
- Continuous learning platform (CI&T University)
- Discount club
- Free online platform dedicated to physical, mental, and overall well-being
- Pregnancy and responsible parenting course
- Partnerships with online learning platforms
- Language learning platform
- Health and Well-being team, inclusion specialists, and affinity groups
- Support and accommodations for people with disabilities during the selection process