IT Support and Governance Specialist Consultant

Verity Group

. Diagnose the current support model, identifying risks, bottlenecks, and opportunities for improvement across processes, applications, integrations, and vendors.

Posted 9/19/2026full-timeRemote • BrazilMid-LevelSeniorWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in IT service management processes, including incident, problem, and change management, while leveraging ITIL and COBIT frameworks. Capable of assessing application support readiness and establishing performance indicators to enhance operational efficiency.

Highest-signal resume keywords

ITIL ExpertiseCOBIT KnowledgeIncident ManagementServiceNow ProficiencySQL Query Analysis

ATS Keywords

Tailor your resume

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills

Application SupportIT Service ManagementChange ManagementRoot Cause AnalysisPerformance IndicatorsOperational ReadinessDocumentationTroubleshootingObservabilityOperational Automation

Soft Skills

FacilitationTeam TrainingHands-On Implementation

Tools & Technologies

ServiceNowJira Service ManagementBusinessMapITSM Tools

Certifications & Qualifications

ITIL CertificationCOBIT Certification

Industry Keywords

GovernanceSecurityAudit ControlsCritical EnvironmentsRegulated Environments

Tech Stack

Tools & technologies

ITSMServiceNowSQL

About the role

Key responsibilities & impact

Diagnose the current support model, identifying risks, bottlenecks, and opportunities for improvement across processes, applications, integrations, and vendors.
Design and implement incident, problem, request, change, and knowledge management processes using ITIL and COBIT practices.
Structure the service catalog, service levels, responsibility matrix, SLAs, and escalation mechanisms.
Assess applications and integrations regarding documentation, monitoring, failure handling, and support readiness.
Define operational readiness, acceptance, knowledge transfer, and stabilization criteria for transitioning projects into support.
Establish operational and vendor performance indicators, controls, and monitoring routines.
Validate the model through pilots, lead assisted implementation, and train the teams responsible for operations.
Deliver processes, procedures, controls, and indicators applicable to the teams’ day-to-day operations.
Establish boundaries between support, fixes, enhancements, and projects, integrating support, development, infrastructure, and vendors.
Ensure traceability of activities and decisions in alignment with governance, security, and audit controls.
Structure knowledge management and business continuity mechanisms.
Formalize the transition of the model to internal owners, including documentation, outstanding items, and an evolution plan.

Requirements

What you’ll need

Bachelor’s degree in Information Technology, Engineering, or a related field.
Senior-level experience in application support and in implementing or enhancing IT service management processes.
Applied knowledge of ITIL and COBIT, with experience defining responsibilities, SLAs, controls, and performance indicators.
Technical knowledge of enterprise applications, APIs, integrations, and databases, with the ability to analyze logs, run SQL queries, and support troubleshooting.
Experience managing incidents and problems, conducting root cause analysis, handling production changes, and transitioning projects into support.
Experience with ITSM tools and collaboration with technical teams and vendors.
Ability to facilitate workshops, document processes, and take a hands-on approach to implementation and team training.
Experience working in critical or regulated environments.
Knowledge of observability, SRE, DevOps, and operational automation.
Experience with ServiceNow, Jira Service Management, BusinessMap, or equivalent tools.
ITIL, COBIT, or related certifications in IT service management and IT governance.

Benefits

Comp & perks

Meal voucher
Food allowance
Home office allowance
Medical insurance
Dental insurance
Life insurance
Birthday day off
TotalPass / Wellhub
Boon Saúde app
Discount partnerships
Agreements with businesses and educational institutions
Welcome kit
Onboarding
Verity Learning
Verity Break
#VerityComVocê
Access to professional development courses