ITSM PROCESS ENGINEER

Description What makes us Qlik?A Gartner Magic Quadrant Leader for 14 years in a row, Qlik transforms complex data landscapes into actionable insights, driving strategic business outcomes.
Serving over global customers, our portfolio leverages pervasive data quality and advanced AI/ML capabilities that lead to better decisions, faster.
We excel in integration and governance solutions that work with diverse data sources, and our real-time analytics uncover hidden patterns, empowering teams to address complex challenges and seize new opportunities.
heITSM Process Engineer RoleWe are seeking a detail-oriented and experienced ITSM Process Engineer to design, optimize, and manage IT Service Management (ITSM) processes with a primary focus on Change Management, Problem Management, and Configuration Management Database (CMDB).
The ideal candidate will play a pivotal role in ensuring IT service operations are efficient, standardized, and aligned with ITIL best practices.
You will collaborate with stakeholders across the organization to drive continuous improvement and maintain data integrity in the CMDB to support operational directly to Senior Director, IT Service Delivery & Management.
ere’s how you’ll be making an impact.
rovides support for all facets of ITSM process maturity following industry best practice based on ITIL v 4 and Qlik standards.
rovides day-to-day operational support for Configuration Management, Change Management, and Problem Management.
cts as lead Change ManagerApproves/rejects submitted Changes per process Schedule oversight, maintenance, and communication.
rives CMDB HealthEnsure data accuracyMaintains discovery and CI relationshipsConducts gap analysis, proposes and implements solutionsLeads Problem ManagementLead Problem Management activities, including root cause analysis (RCA), identifying recurring incidents, and recommending solutions to prevent future with technical teams to document known errors and ensure the Knowledge Management repository is updated with solutions and and report on problem resolution progress and outcomes.
ollaborates closely with key stakeholders to mature processes in alignment with IT and business maturity needs.
nderstands and helps to evangelize the process owner's vision.
nsures the appropriate inputs/outputs are being produced across all Processes.
ocuments the Process(es) for usability across the IT organization.
rovides innovative and simple solutions to business requirements.
Regularly reviews existing IT processes for effectiveness and efficiency; identifies improvement opportunities.
orks towards integration across all related processes.
aintains knowledge and expertise in industry process best practices and trends.
ollaborates with BSA to provide related KPIs.
nalyzes data quality to measure compliance and feed Continual Service Improvement.
articipates in platform UAT.
upports the improvement and stabilization of released ITSM processes.
e’re looking for a teammate with.
inimum of 3 recent years working with ServiceNow platform; specifically – Change, Configuration, Problem.
roven experience with Root Cause Analysis methodologies.
+ years of working experience in Process Governance, Compliance, and Measuring.
3+ years of ServiceNow reporting.
orking knowledge of SPM (Strategic Portfolio Management), PPM (Project Portfolio Management).
bility to evangelize process owners’ vision for the processes.
xcellent written and verbal communication skillsHighly collaborative ethic and experience working in global teams/organizations.
bility to influence at all levels.
roven record of Metrics/KPIs/Data Analysis.
esults driven.
luency in English is required - **Resumes/Curriculum must be submitted in English**Education and Certification Requirements.
achelors degree or equivalent Must have a minimum of ITIL 4 Foundation CertificationITIL 4 Managing Professional, considered a plusThelocation for this role is.
ão Paulo, BrazilBrazil – RemoteApply now and help change how the worldtransforms complex data landscapes into actionable insights and turns complex data challenges into new opportunities!More about Qlik and who we are.
ind out more about life at Qlik on social:,,, and, and to see all other opportunities to join usand our values, check outour.
hat else do we offer?Genuine career progression pathways and mentoring programsCulture of innovation, technology, collaboration, and opennessFlexible, diverse, and international work environmentGiving back is a huge part of our culture.
Alongside an extra “change the world” day plus another for personal development, we also highly encourage participation in our Qlik is not accepting unsolicited assistance from search firms for this employment opportunity.
Please, no phone calls or emails.
All resumes submitted by search firms to any employee at Qlik via-email, the Internet or in any form and/or method without a valid written search agreement in place for this position will be deemed the sole property of Qlik.
No fee will be paid in the event the candidate is hired by Qlik as a result of the referral or through other means.