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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in process management, documentation, and auditing within IT service operations, with a strong focus on quality assurance and continuous improvement. Proficient in developing workflows, managing service desk processes, and utilizing ITSM tools to enhance operational efficiency.
Highest-signal resume keywords
ITIL 4 Foundation CertificationProcess Mapping (BPMN)RACI Matrix DevelopmentInternal AuditingAdvanced Proficiency in Microsoft Excel
Tech Stack
Tools & technologiesAbout the role
Key responsibilities & impact- Structure, document, and audit Service Desk and asset management processes
- Create, review, version-control, and publish procedures, work instructions, and support scripts in the Master List
- Support the updating of escalation matrices
- Develop and maintain the RACI Matrix for processes
- Document SLOs and align processes, contracts, and performance indicators
- Control document versions, validity periods, owners, and review cycles
- Conduct training on processes and tools
- Manage process documentation for incidents, service requests, problems, changes, knowledge, service delivery, communication, assets, and mobility
- Develop workflows, procedures, RACI and escalation matrices, indicators/SLOs, and records in the Master List
- Plan and conduct audits of programs, systems, software, and operations
- Record and communicate deviations, provide guidance on corrective and preventive action plans, monitor their effectiveness, and escalate unresolved deviations
- Monitor calls, tickets, and chats in accordance with contractual requirements
- Develop evolving dashboards and consolidate performance evaluation results
- Participate in biweekly client meetings and present audit, monitoring, and action plan results
- Apply sustainable practices and suggest improvements to IMS performance
Requirements
What you’ll need- Bachelor’s degree in Information Technology, Engineering, Business Administration, or a related field
- 5+ years of experience in quality, process management, or governance within Service Desk or IT service operations
- ITIL 4 Foundation certification
- Knowledge of process mapping (BPMN), RACI Matrix, SLA/SLO, internal auditing, root cause analysis (5 Whys, Ishikawa), and PDCA
- Advanced proficiency in Microsoft Office, particularly Excel and PowerPoint
- Postgraduate qualification in Quality Management, Process Management, or IT Governance (preferred)
- Experience with print outsourcing, PC services, mobility, or asset management (preferred)
- ISO 9001 Internal Auditor, ISO 14001/IMS, Lean Six Sigma Green Belt, and HDI/KCS certifications (preferred)
- ITSM tools (ServiceNow, Jira Service Management, or similar), Power BI, and Bizagi/Visio (preferred)
- SharePoint and Power Automate (preferred)
- Customer-focused, with a systems perspective, clear and assertive communication, strong negotiation skills when working with internal teams, excellent organization and document discipline, analytical ability, and a commitment to knowledge sharing
Benefits
Comp & perks- Profit-Sharing Program
- Medical and dental insurance for employees and dependents
- Telemedicine with no copayment
- Mental Health and Healthy Eating programs
- Wellhub and TotalPass
- Meal or food allowance
- Birthday Day Off
- Empresa Cidadã Program, including 180 days of maternity leave and 20 days of paternity leave
- Sim University, offering courses and continuous learning and professional development paths
- Educational partnerships with renowned institutions
- Employee Referral Program
ATS Keywords
✓ Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Quality ManagementProcess ManagementGovernanceRoot Cause AnalysisSLA/SLO DocumentationDocument ControlWorkflow DevelopmentPerformance IndicatorsIncident ManagementChange Management
Soft Skills
Clear CommunicationNegotiation SkillsAnalytical AbilityOrganizational SkillsKnowledge Sharing
Tools & Technologies
ITSM Tools (ServiceNow, Jira Service Management)Power BIBizagiVisioSharePointPower Automate
Certifications & Qualifications
ISO 9001 Internal AuditorISO 14001/IMSLean Six Sigma Green BeltHDI/KCS Certifications
Industry Keywords
Service DeskIT Service OperationsAsset ManagementPrint OutsourcingMobility