What You'll Do
Operate and optimize the lifecycle of tickets (Incidents, Service Requests, Problems, and Changes), ensuring compliance with SLAs/OLAs and prioritization based on impact/urgency. Create and maintain performance dashboards and reports (KPI/OKR) to guide decision-making. Administer and evolve the ticket management tool (Jira Service Management and Jira Software), including queues, forms, workflows, automations, SLAs, integrations, and knowledge base.
What We're Looking For
Minimum 3 years of experience in a similar context. Experience in coordinating Major Incidents and communicating with multiple stakeholders (technical and executive) with verifiable positive results. Practical experience with at least one ITSM platform (ServiceNow, Jira Service Management, BMC Remedy/Helix, Zendesk, or Freshservice), including queue configuration, SLAs, and automations.
What We Offer
Important: if you reside in the Metropolitan Region of Campinas, your presence in the city offices will be mandatory, according to the current attendance policy.
Key Skills & Technologies
Additional Information
Experience Level
Mid-Level
Job Language
Portuguese
Employment Type
Full-time
Work Mode
On-site