Analista de Negócios Sênior

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Analista de Negócios Sênior based in Brazil. We are seeking a Senior Business Analyst to contribute to a large-scale global transformation initiative focused on improving and harmonizing IT Service Management (ITSM) processes across multiple regions. In this role, you will analyze existing operational workflows, gather business requirements, and translate complex stakeholder needs into clear process maps and functional documentation. You will collaborate with global workstream leaders, subject matter experts, project managers, and cross-functional technology teams to identify gaps and drive process improvements. Your work will help establish consistent ways of working while accommodating regional requirements and operational constraints. You will also support project governance, stakeholder alignment, and the adoption of new processes within a dynamic, multinational environment. This fully remote, full-time opportunity is ideal for an analytical and adaptable professional who enjoys navigating complexity and helping organizations deliver meaningful business transformation.

Analyze and document existing IT Service Management (ITSM) processes across different regions, including Incident Management, Request Management, Problem Management, Change Management, and Knowledge Management. Conduct stakeholder interviews, meetings, and workshops to gather business requirements, identify improvement opportunities, map process gaps, and understand regional differences. Develop detailed process maps at Level 2 (L2) and Level 3 (L3), business requirements documentation, and functional specifications. Collaborate with subject matter experts (SMEs), workstream leaders, and program leadership to translate business needs into structured requirements and actionable deliverables. Identify opportunities to standardize and harmonize ITSM processes across regions while accounting for local business needs, operational constraints, and regulatory considerations where applicable. Facilitate alignment and communication among stakeholders in a global, matrixed organizational environment. Coordinate with related IT workstreams, including Service Desk, Hosting, Tech4Tech, and Digital Workplace, to ensure consistent processes and integrated project outcomes. Support the Workstream Lead and Project Manager in preparing project presentations, documentation, status materials, and other key deliverables. Identify process gaps, dependencies, risks, and opportunities for improvement, helping ensure requirements are complete, consistent, and aligned with transformation objectives. Contribute to project governance activities and maintain clear, structured documentation to support decision-making and progress tracking. Support the adoption of new processes, practices, and ways of working by helping stakeholders understand proposed changes and their operational implications. Adapt to evolving project priorities, changing requirements, and complex business scenarios while maintaining the quality and accuracy of deliverables. Requirements: Demonstrated experience as a Business Analyst in large-scale transformation programs within multinational organizations, or experience in application development and the Software Development Life Cycle (SDLC) combined with knowledge of Project Management Office (PMO) methodologies and project management. Strong analytical and critical-thinking skills, with the ability to investigate complex business processes and identify gaps, dependencies, and improvement opportunities. Proven experience conducting stakeholder interviews, facilitating workshops, gathering requirements, and documenting business needs. Ability to translate business requirements into structured documentation, functional specifications, and clear process designs. Experience working in dynamic, complex environments involving multiple stakeholders, cross-functional teams, and geographically distributed operations. Comfort working with evolving priorities, frequent changes, and ambiguous or incompletely defined requirements. Strong communication and interpersonal skills, with the ability to facilitate discussions, build stakeholder alignment, and communicate findings clearly. Excellent organizational skills and attention to detail, particularly when managing multiple deliverables and coordinating information across teams. Ability to work collaboratively with business and technology stakeholders while taking ownership of assigned activities and deliverables. Nice to have: Practical knowledge of ServiceNow (SNOW). Previous experience as a Service Designer. Experience in global operating model transformation initiatives. Background in Shared Services or shared service center environments. Experience with IT outsourcing projects or service delivery transformation. Familiarity with ITSM practices and the challenges of standardizing processes across regions. Benefits: Remote work: Fully remote working arrangements, offering flexibility in how and where you work within Brazil. Employment stability: Full-time employment under the Brazilian CLT labor framework. Healthcare: Health insurance to support employees' medical needs. Dental coverage: Dental insurance as part of the employee benefits package. Meal allowance: Meal vouchers to help cover everyday food expenses. Mobility allowance: Mobility benefits to support eligible transportation or commuting needs. Culture allowance: A benefit designed to support access to cultural activities and experiences. Education allowance: Educational benefits to support learning and professional development. Life insurance: Financial protection through life insurance coverage. Mental health and well-being: Access to a program supporting mental health and personal well-being. Childcare assistance: Support for eligible employees with childcare expenses. Partner discounts: Access to discounts and special offers through partner organizations. Professional development: Opportunities to contribute to global transformation initiatives and strengthen expertise in business analysis, ITSM, process design, and project governance. Collaborative culture: Work with multidisciplinary teams in an environment that values technical excellence, continuous improvement, knowledge sharing, and sustainable performance.