It Business Analyst
CurrentFocused on handling, analyzing and solving complex issues as well as providing a quality service customers.Change Management SME ensuring local team to meet global compliance;Creation and execution of local training regarding Change Management to engage local and global Key Users conducting activities;Attending CAB meetings representing Brazil team in order to follow process to ensure Change Request approval.Perform analysis on incoming Incidents in order to determine root cause and a possible solution.Interface with global teams to solve customer's daily problems.AMS SAP and AMS Legacy management support (150 legacy applications) for different customer business lines;Maintain a Knowledge Base by creating and improving articles containing technical documentation, useful information for daily work, standard procedures and best practices;Governance and Compliance Control Support - SOX ITGC;Global process routines with local team;Focus on SAP enhancements and Legacy Applications in various programming languages minimizing impact on operation;Ensure availability of business critical systems;Ensure visibility of AMS processes (SLA and improvement opportunities) to senior management;Good knowledge regarding ServiceNow functionalities. (ITIL)