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Junior Process Analyst
Stefanini Brasil. Evaluate tickets and processes in the ITSM tool (Ivanti or similar platforms).
Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in ITSM processes, quality management, and continuous improvement initiatives. Proficient in conducting operational audits, delivering training, and utilizing root cause analysis methodologies to enhance service delivery.
Highest-signal resume keywords
ITSM ProcessesQuality Indicators ManagementRoot Cause Analysis MethodologiesTraining DeliveryContinuous Improvement Mindset
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 AuditsIncident AnalysisOperational Metrics MonitoringDashboard PreparationManagement Reporting
Soft Skills
Customer Satisfaction ManagementCollaborationProblem-Solving
Tools & Technologies
IvantiITSM Tool
Certifications & Qualifications
ITIL CertificationISO 20000 CertificationISO 9001 CertificationHDI SCA Certification
Industry Keywords
Service Level Agreement (SLA)Key Performance Indicator (KPI)Customer Satisfaction Survey (CSAT)Operational Governance
Tech Stack
Tools & technologiesITSM
About the role
Key responsibilities & impact- Evaluate tickets and processes in the ITSM tool (Ivanti or similar platforms).
- Conduct quality audits of service tickets and operational processes.
- Administer and keep the Knowledge Base up to date.
- Plan and deliver internal training for operational teams.
- Identify and analyze recurring incidents.
- Participate in and lead root cause analyses (RCA) for critical incidents (P1/P2).
- Manage customer satisfaction surveys (CSAT) and propose improvement plans.
- Monitor operational and quality metrics (SLA, KPI, CSAT).
- Prepare dashboards and management reports.
- Support continuous improvement initiatives and operational governance.
Requirements
What you’ll need- Experience with ITSM processes.
- Experience managing quality indicators and metrics.
- Experience analyzing incidents and supporting continuous improvement.
- Previous experience in Quality, Governance, or Process functions.
- Experience conducting operational audits.
- Knowledge of root cause analysis methodologies.
- Strong ability to deliver training.
- Continuous improvement mindset.
- ITIL certification is a plus.
- ISO 20000 certification or knowledge is a plus.
- ISO 9001 certification or knowledge is a plus.
- HDI SCA (Support Center Analyst) certification is a plus.
Benefits
Comp & perks- Employment under Brazil's CLT labor contract
- Fully remote work
- Meal or food allowance
- Discounts on courses, universities, and language institutions
- Stefanini Academy — a platform offering free, up-to-date online courses with certificates
- Mentoring
- Benefits club offering discounts on consultations and medical examinations
- Health insurance
- Dental insurance
- Benefits and discounts at leading establishments
- Travel club
- Pet benefits program