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Domo Inovação

Senior IT Governance Analyst

Domo Inovação

. Lead the completion of the Freshservice implementation, ensuring its adoption as the central platform for IT service management .

Posted 11/7/2026full-timeRemote • BrazilSeniorWebsite

Core Competencies

Role fit
Core Competencies

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Demonstrates expertise in IT Service Management (ITSM) processes, particularly in implementing Freshservice and managing Configuration Management Database (CMDB) processes. Strong knowledge of IT governance frameworks such as ITIL and COBIT, with a focus on continuous improvement and operational efficiency.

Highest-signal resume keywords
IT Service Management (ITSM)Freshservice ImplementationITIL v4 FrameworkConfiguration Management Database (CMDB)Governance Reporting

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills
IT GovernanceIncident ManagementProblem ManagementChange ManagementMetrics DevelopmentProcess StandardizationContinuous ImprovementAgile Methodologies
Soft Skills
Strong Communication SkillsCollaborative MindsetOrganizational SkillsActive ListeningRelationship Building
Tools & Technologies
FreshserviceITSM Tools
Certifications & Qualifications
ITIL v4 Foundation
Industry Keywords
IT Governance Best PracticesGovernance FrameworksOperational Efficiency

Tech Stack

Tools & technologies
ITSM

About the role

Key responsibilities & impact
  • Lead the completion of the Freshservice implementation, ensuring its adoption as the central platform for IT service management
  • Define, structure, and improve IT Service Management (ITSM) processes in line with best practices and governance frameworks
  • Lead the implementation and evolution of critical incident, problem, and change management workflows
  • Structure and implement the Configuration Management Database (CMDB) process, ensuring applications and their corresponding configuration items are mapped
  • Foster alignment between business and Technology teams, ensuring the standardization and adoption of established processes and workflows
  • Contribute to the unification and standardization of governance processes, supporting the operational efficiency of Technology teams
  • Support the development and monitoring of departmental metrics, preparing governance reports and identifying improvement opportunities
  • Partner with the audit team by centralizing findings, supporting remediation efforts, and ensuring established deadlines are met
  • Drive continuous improvement of IT processes, ensuring greater visibility, organization, and efficiency in service management
  • Work collaboratively with Infrastructure, Systems, and business teams, facilitating communication and alignment among stakeholders

Requirements

What you’ll need
  • Bachelor’s degree in Computer Science, Information Systems, Computer Engineering, or a related field
  • 3–5 years of experience in IT Governance, with a focus on IT Service Management (ITSM)
  • Strong knowledge of IT governance best practices and frameworks, particularly ITIL and COBIT
  • In-depth knowledge of the ITIL v4 framework
  • Experience with IT service management tools, particularly Freshservice
  • Experience designing and managing ITSM processes, including incident, problem, and change management
  • Knowledge of Configuration Management Database (CMDB) management
  • Familiarity with agile methodologies
  • Strong verbal and written communication skills, active listening, and the ability to build relationships across different departments
  • Collaborative mindset, with initiative, strong organizational skills, flexibility, and a sense of accountability
  • ITIL v4 Foundation certification
  • Experience implementing and structuring ITSM tools, particularly Freshservice
  • Experience implementing and managing CMDB processes
  • Experience with metrics, governance reporting, and audit follow-up
  • Experience working on IT process standardization and continuous improvement projects

Benefits

Comp & perks
  • Medical and dental insurance
  • Wellhub (Gympass)
  • Transportation allowance
  • Meal and food allowances
  • Academia Mercantil (learning platform) and partnerships with educational institutions
  • Private pension plan
  • Life insurance
  • Day off
  • Extended maternity and paternity leave