Be part of Stefanini! At Stefanini, we are more than 30,000 geniuses, connected from 41 countries, doing what they love and co-creating a better future. **Responsibilities and attributions** **Responsibilities:** * Participate in the implementation of new Help Desk services, ensuring proper transition and integration with operations. * Lead and coordinate the Processes team, ensuring timely execution of activities related to gathering, documentation, validation, and control. * Ensure proper task assignment and progress tracking within the team. * Provide methodological guidance and support to the team to maintain quality and consistency of deliverables. * Design, document, and optimize processes according to ITIL best practices, implementing service quality controls. * Monitor adherence to defined processes and propose improvement actions. * Actively participate in defining and implementing operational processes, coordinating with technical, operational, and client management areas. * Coordinate the configuration and adaptation of ticket management tools (ITSM), ensuring alignment with defined processes. * Ensure availability of resources, access rights, configurations, and documentation. * Ensure and keep updated formal service documentation (procedures, manuals, instructions, RACI matrices, among others). * Collaborate in training and knowledge transfer processes to operational teams, ensuring proper adoption of implemented processes. * Coordinate follow-up sessions, review progress, and resolve observations. * Continuously monitor implementations and continuous improvement projects, ensuring their proper adoption and compliance. * Ensure compliance with regulatory guidelines, quality standards, and best practices in process implementation. **Requirements and qualifications** **Requirements:** * Bachelor's degree in Systems Engineering, Industrial Engineering, Computer Science, Administration, or related fields. * Specialization in Process Management and/or Improvement. * ITIL 4 Foundation certification. * Desired certifications: COBIT, ISO 20000, DevOps, and Agile. * Knowledge of Agile Methodologies and Digital Transformation. * Proficiency in process modeling tools (Bizagi, MS Visio, etc.) and intermediate office software skills. * Analytical skills, effective communication, and ability to work in a team. **Experience:** * +4 years of experience in IT service management and/or ITSM process design. * Experience applying ITSM processes in at least two ITSM tools (ServiceNow, Proactivanet, ServiceAide, Aranda, among others). * Experience in designing and implementing ITSM processes. * Experience in designing workflows, roles, metrics, and KPIs. * Experience in assessing process maturity and developing continuous improvement plans. * Knowledge of integrating processes with ITSM tools (ServiceNow, Aranda, Jira Service Management, BMC, Ivanti, etc.). * Basic proficiency in data analysis tools such as Power BI. * Communication, analytical, organizational skills, and results-oriented mindset. **Additional information** Are you looking for a place where your ideas can shine? With over 38 years of experience and a global presence, at Stefanini we transform tomorrow together. Here, every action counts and every idea can make a difference. Join a team that values innovation, respect, and commitment. If you are a disruptive person, committed to continuous learning, and innovation is in your DNA, then this is what you're looking for. Come and let's build a better future together!