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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in managing ITSM processes, including incident, problem, change, and request management, while ensuring compliance with SLAs and service performance indicators. Proficient in utilizing ITIL frameworks and ITSM tools to drive continuous improvement and effective vendor management.
Highest-signal resume keywords
ITSM Process ManagementITIL Framework KnowledgeService Desk/ITSM Tools ExperienceSLA ManagementAnalytical Reporting
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Incident ManagementProblem ManagementChange ManagementRequest ManagementService-Level ManagementRoot Cause AnalysisContinuous ImprovementData AnalysisOperational Trend IdentificationWorkflow Automation
Soft Skills
Strong Communication SkillsCollaborative ApproachProactive Risk IdentificationOrganizational SkillsDiplomatic Mediation
Tools & Technologies
ServiceNowJira Service ManagementFreshserviceTOPdesk
Certifications & Qualifications
ITIL Foundation CertificationITIL Intermediate/Practitioner CertificationCOBIT CertificationServiceNow CSA CertificationPMI/PMP Certification
Industry Keywords
IT Service ManagementService Performance IndicatorsKnowledge Base ManagementService CatalogVendor ManagementCompliance AuditsLean/Six Sigma
Tech Stack
Tools & technologiesITSMPMPServiceNow
About the role
Key responsibilities & impact- Manage ITSM processes, including incident, problem, change, request, and service-level management (SLA/SLO)
- Monitor and report on IT service performance indicators (KPIs), identifying deviations and proposing action plans
- Administer and keep the Service Desk/ITSM tool up to date, including workflows and automations
- Lead service governance meetings, such as SLA reviews and change advisory board (CAB) meetings
- Ensure the documentation and ongoing maintenance of the knowledge base (CMDB) and IT service catalog
- Support IT vendor management by monitoring contractual SLAs and delivery quality
- Conduct root cause analysis (RCA) of critical incidents and track corrective and preventive action plans
- Propose and lead continuous improvement initiatives for service management processes
- Support internal and external audits related to IT processes and service compliance
Requirements
What you’ll need- Experience with ITSM processes (incident, problem, change, and request management)
- Solid knowledge of the ITIL framework (service processes and lifecycle)
- Hands-on experience with Service Desk/ITSM tools such as ServiceNow, Jira Service Management, Freshservice, or TOPdesk
- Experience managing and monitoring SLAs and service performance indicators
- Analytical ability to prepare reports and identify operational trends and bottlenecks
- Strong communication skills for interaction with technical teams, vendors, and business stakeholders
- ITIL Foundation certification (required)
- ITIL Intermediate/Practitioner certification is a plus
- COBIT certification
- Certification in specific ITSM tools, such as ServiceNow CSA
- Knowledge of Lean/Six Sigma
- PMI/PMP certification or equivalent
- Analytical mindset and data-driven approach
- Strong organization and discipline in managing multiple processes and SLAs simultaneously
- Excellent written and verbal communication skills
- Collaborative and diplomatic approach to mediating discussions between technical and business teams
- Proactive approach to identifying operational risks
Benefits
Comp & perks- Meal voucher (Pluxee Benefits)
- Medical and dental insurance (also available to dependents)
- Childcare assistance
- Life insurance
- Private pension plan
- Birthday day off (one day off during your birthday month)
- Profit-sharing program
- Exclusive Vivo employee offer (50% discount on the bill in your name), with special discounts on landline, broadband, and TV services
- Discounts at universities and on courses and extension programs
- Partnerships with Sesc and Senai
- Wellness programs