Senior Governance Analyst – IT Service Quality and Continuous Improvement

Vivovita

. Oversee the governance, quality, and continuous improvement of IT services, ensuring adherence to processes, standards, and performance indicators defined by the organization .

Posted 10/5/2026full-timeRio de Janeiro • BrazilSeniorWebsite

Core Competencies

Role fit

Core Competencies

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

Demonstrates expertise in IT service governance, quality assurance, and continuous improvement methodologies, with a strong focus on performance analysis and operational controls. Proficient in preparing management reports and facilitating communication between technical and business teams to enhance service delivery.

Highest-signal resume keywords

IT Service GovernancePerformance AnalysisProcess ManagementITIL KnowledgeContinuous Improvement Methodologies

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Performance Indicators AnalysisRoot Cause AnalysisStructured Problem AnalysisGovernance Process StandardizationContinuous Improvement Initiatives

Soft Skills

CommunicationCollaborationProblem-Solving

Tools & Technologies

ExcelPowerPointDemand-Tracking ToolsTicket Management Tools

Certifications & Qualifications

Quality Management CertificationProcess Management CertificationService Management Certification

Industry Keywords

ITILCOBITPDCAKaizenLean

About the role

Key responsibilities & impact

Oversee the governance, quality, and continuous improvement of IT services, ensuring adherence to processes, standards, and performance indicators defined by the organization
Support operational maturity through performance analysis, identification of improvement opportunities, and execution of structured improvement initiatives
Monitor IT service quality and performance indicators, tracking trends and deviations
Support the definition, review, and standardization of governance processes, procedures, and controls
Conduct root cause analyses and propose action plans to address recurring incidents and process failures
Structure and monitor continuous improvement initiatives, ensuring that requests are recorded, prioritized, and progressed
Prepare management reports, executive presentations, and analyses to support decision-making
Serve as a liaison between technical and business teams to align expectations, requirements, and service levels
Support audits, compliance assessments, and initiatives focused on adherence to internal policies and best practices
Promote a culture of quality, efficiency, and standardization in IT service operations

Requirements

What you’ll need

Experience in IT service governance, quality, or continuous improvement
Experience analyzing performance indicators, preparing reports, and monitoring action plans
Knowledge of process management, standardization, and operational controls
Ability to conduct structured problem analyses and propose sustainable solutions
Intermediate or advanced proficiency in Excel, PowerPoint, and demand-tracking tools
Bachelor’s degree in Information Technology, Business Administration, Engineering, or a related field
Knowledge of ITIL, COBIT, or other IT governance best practices
Experience with tools for managing tickets, processes, or performance indicators
Certifications related to quality, processes, or service management
Knowledge of continuous improvement methodologies such as PDCA, Kaizen, or Lean

Benefits

Comp & perks

Meal voucher (Pluxee Benefits)
Medical and dental insurance, extendable to dependents
Childcare assistance
Life insurance
Private pension plan
Birthday day off (one day off during your birthday month)
Profit sharing
Exclusive Vivo employee offer: 50% discount on the bill in your name, with special discounts on fixed-line, broadband, and TV services
Discounts on universities, courses, and extension programs
Partnerships with Sesc and Senai
Well-being programs