IT Process Manager

Description and Requirements

Role Overview

The

Change Management Intermediate Analyst

plays a key role in service delivery operations, supporting and executing ITIL/ITSM Change Management processes. This role is responsible for ensuring that all changes to IT services and infrastructure are properly assessed, approved, implemented, and reviewed in a controlled manner to minimize risk and business impact. Key Responsibilities

Ensure all changes are accurately logged, categorized, and maintained in the ITSM system Review and validate Requests for Change (RFCs) for completeness, risk, impact, priority, and compliance Coordinate approvals with Change Managers and stakeholders, including participation in Change Advisory Board (CAB) meetings Assign and track changes across internal teams and external resolver groups Ensure implementation, rollback, and communication plans are properly documented Monitor ongoing changes to ensure compliance with SLAs, OLAs, and approved change windows Communicate change status to Service Desk, technical teams, and business stakeholders Identify failed or high-impact changes and support Post-Implementation Reviews (PIRs) Analyze change data to identify trends, risks, and opportunities for improvement Collaborate with Incident, Problem, and Release Management teams Support documentation and standard change procedures in partnership with Knowledge Management Escalate risks, process deviations, or major impacts to appropriate stakeholders Key Skills & Competencies

Strong verbal and written communication skills Solid understanding of ITIL/ITSM processes, particularly Change Management Ability to assess technical and business impact of changes Intermediate knowledge of enterprise IT environments (hardware, software, infrastructure) Strong organizational skills with attention to detail Ability to collaborate and build relationships across teams Understanding of how changes impact overall service stability and performance Experience & Qualifications

Experience 2–5 years of experience in IT or service management environments Experience in roles such as Change Management, Service Desk, Service Delivery, or Infrastructure support Education Undergraduate degree in an IT-related discipline, or Technical high school diploma with relevant IT certifications Certifications

Required ITIL Foundation Preferred ISO 20000 Foundation (or equivalent) Additional Locations : * Brazil - São Paulo - São Paulo * Brazil - São Paulo - Sao Paulo * Brazil * Brazil - São Paulo * Brazil - São Paulo - São Paulo , * Brazil - São Paulo - Sao Paulo