IT Support and Governance Specialist Consultant

• Diagnose the current support model, identifying risks, bottlenecks, and opportunities for improvement across processes, applications, integrations, and vendors.
• Design and implement incident, problem, request, change, and knowledge management processes using ITIL and COBIT practices.
• Structure the service catalog, service levels, responsibility matrix, SLAs, and escalation mechanisms.
• Assess applications and integrations regarding documentation, monitoring, failure handling, and support readiness.
• Define operational readiness, acceptance, knowledge transfer, and stabilization criteria for transitioning projects into support.
• Establish operational and vendor performance indicators, controls, and monitoring routines.
• Validate the model through pilots, lead assisted implementation, and train the teams responsible for operations.
• Deliver processes, procedures, controls, and indicators applicable to the teams’ day-to-day operations.
• Establish boundaries between support, fixes, enhancements, and projects, integrating support, development, infrastructure, and vendors.
• Ensure traceability of activities and decisions in alignment with governance, security, and audit controls.
• Structure knowledge management and business continuity mechanisms.
• Formalize the transition of the model to internal owners, including documentation, outstanding items, and an evolution plan.

• Bachelor’s degree in Information Technology, Engineering, or a related field.
• Senior-level experience in application support and in implementing or enhancing IT service management processes.
• Applied knowledge of ITIL and COBIT, with experience defining responsibilities, SLAs, controls, and performance indicators.
• Technical knowledge of enterprise applications, APIs, integrations, and databases, with the ability to analyze logs, run SQL queries, and support troubleshooting.
• Experience managing incidents and problems, conducting root cause analysis, handling production changes, and transitioning projects into support.
• Experience with ITSM tools and collaboration with technical teams and vendors.
• Ability to facilitate workshops, document processes, and take a hands-on approach to implementation and team training.
• Experience working in critical or regulated environments.
• Knowledge of observability, SRE, DevOps, and operational automation.
• Experience with ServiceNow, Jira Service Management, BusinessMap, or equivalent tools.
• ITIL, COBIT, or related certifications in IT service management and IT governance.

• Meal voucher
• Food allowance
• Home office allowance
• Medical insurance
• Dental insurance
• Life insurance
• Birthday day off
• TotalPass / Wellhub
• Boon Saúde app
• Discount partnerships
• Agreements with businesses and educational institutions
• Welcome kit
• Onboarding
• Verity Learning
• Verity Break
• #VerityComVocê
• Access to professional development courses