Senior Business Analyst role at ING, focusing on Finance user requirements and change management initiatives within the financial industry.
About the role
- Analista de Gestão de Serviços de TI garantindo a qualidade dos serviços e gestão de fornecedores. Monitorando SLAs e propondo melhorias na área de suporte e atendimento.
Responsibilities
- Manage and monitor service levels (SLAs) of Service Desk partners
- Monitor the quality and performance of delivered services
- Manage contracts and suppliers, ensuring compliance with established agreements
- Track deliveries and availability of equipment and services, including: computers and laptops; phones and mobile devices; tablets; office and thermal printers; access management; videoconference support
- Analyze metrics (KPIs), identify deviations and propose action plans
- Conduct follow-up and governance meetings with suppliers
- Assist in resolving critical incidents and escalations
- Ensure continuous improvement of support and service processes
- Support audits and controls related to contracted services
- Other routine tasks within the area.
Requirements
- Strong experience in IT service management and SLAs
- Experience managing suppliers and contracts
- Knowledge of Service Desk operations
- Experience in metrics-driven management and KPI analysis
- Good communication and negotiation skills
- Analytical, organized and results-oriented profile
- Preferred: Experience in medium/large corporate environments
- Knowledge of IT service management tools (ITSM)
- Experience with IT asset management
Benefits
- Contracting: Cooperative
- Term: Fixed (3 months with possibility of extension)
- Work schedule: Monday to Friday, business hours
- Location: Hybrid in São Paulo, SP (on-site 2x per week in the Brooklin area)
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
No Education Requirement
Tech skills
Location requirements
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