Governance Analyst

A company is looking for a Governance Analyst to enhance customer support governance through operational excellence and data-driven decision-making. Key Responsibilities: Manage and improve customer support processes to ensure governance standards are met Coordinate enhancements to incident and change management processes Monitor support performance metrics to identify trends and improvement opportunities Required Qualifications: Based in Brazil Bachelor's degree in Information Technology, Computer Science, Engineering, or related fields Advanced English (B2 level or higher) for effective communication in technical environments 3+ years of experience in Technical Support, Operations, ITSM, or IT Governance Familiarity with customer support processes and ITSM tools