ITSM Implementation Analyst, Mid-Level

POPULOS

. Participate in the implementation, configuration, and enhancement of the Freshservice platform.

Posted 9/24/2026full-timeSão Paulo • BrazilMid-LevelSeniorWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in implementing and configuring ITSM platforms like Freshservice, with a strong focus on process design, automation, and integration using REST APIs. Proven ability to collaborate with cross-functional teams and enhance service delivery through continuous improvement initiatives.

Highest-signal resume keywords

Freshservice ImplementationREST API IntegrationsITIL 4 CertificationProcess Modeling (BPMN)Digital Transformation Projects

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

ITSM Tool ConfigurationWorkflow AutomationService Catalog ManagementSLA ConfigurationIncident Resolution

Soft Skills

Strong Communication SkillsOrganizational SkillsCollaborative Mindset

Tools & Technologies

JiraAzure DevOpsPower Automate

Certifications & Qualifications

ITIL 4 CertificationFreshworks Certification

Industry Keywords

ITIL 4IT Governance (COBIT)Digital TransformationContinuous Improvement

Tech Stack

Tools & technologies

AzureITSM

About the role

Key responsibilities & impact

Participate in the implementation, configuration, and enhancement of the Freshservice platform.
Gather requirements and support the design of processes (As-Is / To-Be).
Configure workflows, business rules, forms, and automations.
Structure and maintain service catalogs.
Configure SLAs, OLAs, and other platform parameters.
Develop and maintain integrations through REST APIs, webhooks, and tools such as Azure DevOps and Power Automate.
Support the platform by identifying opportunities for continuous improvement.
Diagnose and resolve incidents and issues related to the environment.
Monitor the solution’s stability, availability, and performance.
Document configurations, processes, and implemented improvements.
Collaborate with cross-functional teams to ensure delivery quality and the continued evolution of the platform.

Requirements

What you’ll need

Experience implementing and supporting Freshservice, Jira, or other ITSM platforms.
Experience configuring and customizing ITSM tools.
Knowledge of REST API integrations.
Knowledge of ITIL 4.
Ability to gather requirements and interact with users and stakeholders.
Strong communication and organizational skills, with a collaborative mindset.
Bachelor’s degree completed or in progress in Information Technology or a related field.
ITIL 4 certification.
Freshworks certification.
Knowledge of process modeling (BPMN).
Knowledge of IT governance (COBIT).
Experience working on digital transformation projects.
Experience automating processes and integrating with Artificial Intelligence solutions.

Benefits

Comp & perks

Omint Dental Plan
Omint Health Plan
Omint Life Insurance
Meal or food allowance: BRL 42.00 per day
Transportation allowance, if required, or fuel allowance
Language-learning subsidy
TotalPass
Birthday gift card
Breakfast and afternoon snacks at POPULOS
Certification and training program
Performance Incentive Program, including performance reviews, career planning, and feedback
Partnerships with educational institutions, including FIA, FIAP, and FGV
Partnership with Sesc
Culture focused on an innovative industry and continuous learning