Junior Process Analyst

• Evaluate tickets and processes in the ITSM tool (Ivanti or similar platforms).
• Conduct quality audits of service tickets and operational processes.
• Administer and keep the Knowledge Base up to date.
• Plan and deliver internal training for operational teams.
• Identify and analyze recurring incidents.
• Participate in and lead root cause analyses (RCA) for critical incidents (P1/P2).
• Manage customer satisfaction surveys (CSAT) and propose improvement plans.
• Monitor operational and quality metrics (SLA, KPI, CSAT).
• Prepare dashboards and management reports.
• Support continuous improvement initiatives and operational governance.

• Experience with ITSM processes.
• Experience managing quality indicators and metrics.
• Experience analyzing incidents and supporting continuous improvement.
• Previous experience in Quality, Governance, or Process functions.
• Experience conducting operational audits.
• Knowledge of root cause analysis methodologies.
• Strong ability to deliver training.
• Continuous improvement mindset.
• ITIL certification is a plus.
• ISO 20000 certification or knowledge is a plus.
• ISO 9001 certification or knowledge is a plus.
• HDI SCA (Support Center Analyst) certification is a plus.

• Employment under Brazil's CLT labor contract
• Fully remote work
• Meal or food allowance
• Discounts on courses, universities, and language institutions
• Stefanini Academy — a platform offering free, up-to-date online courses with certificates
• Mentoring
• Benefits club offering discounts on consultations and medical examinations
• Health insurance
• Dental insurance
• Benefits and discounts at leading establishments
• Travel club
• Pet benefits program