Conducting workshops assisting with demonstrations of ServiceNow platform capabilities.Conducting gap analysis and making assessments to identify the delta between current and ServiceNow processes.Collaborating with clients to gather requirements and understand business processes.Designing, Elaborating on functional specifications, implementing, and testing ServiceNow solutions.Validating user stories, as well as maintaining and prioritizing the backlog alongside the client.Manage defects and improvements throughout the project.Conduct system testing, user acceptance testing, and troubleshooting to resolve issues.Preparing the go-live and transition to support plan, as well as project closure.Providing training and support to users and stakeholders on ServiceNow ITSM and CMDB.Providing support for existing ServiceNow solutions and recommending opportunities for enhancements.Growing ServiceNow skills and knowledge through formal training, mentorship, and hands-on experience.

As an Engagement Manager ServiceNow at Grapeway, my mission was:To be the single point of contact for the customer in driving the evolution of the ServiceNow PlatformGain an understanding of the customer's business, including business issues and issues being resolved by the Service contract, supporting the customer to improve proceduresSupport the technical development team, with technical documentation of appropriate requirements, serving as a liaison between the client and the Developer teamPrepare all internal deliveries, such as project plan, releases, sprints, offers to attend to incidents and requisitions, record of problems / risksCreate and distribute weekly and monthly project reportsBe responsible for customer satisfaction throughout the engagement cycleIdentify opportunities to provide additional value to customers.

Analyze and define IT methods and processes, mapping flow of activities.Create Reports, Dashboards, and infographics to communicate to IT and business areas the adherence and results of implemented processes.Monitor and update information and strategic results of processes.In this capacity, I also played the role of:Incident ManagerProblem Manager

As Contracts and Help Desk Coordinator, I was responsible for the technical and administrative management of a team of 21 professionals allocated to clients.This team worked at Level 1 & Level 2 Help Desk, Administration, Support, and Network Operation.The client, a multinational company in the industry sector, is headquartered in Canoas, Rio Grande do Sul and its branches in São Paulo, Rio de Janeiro, and Manaus - AM.My mission was to act in the evolution of the service and support process, in the documentation and ‘revitalization’ of internal procedures, service manuals, and technical training of the team.I took on a process of transforming the Help Desk into an IT Service Center, with processes aimed at the customer's business.Among my main activities were:Definition of the team's service scope.Training of analysts in the various processes and work tools.Analysis and updating of service flow at all levels of service and support.Definition, Edition, and Implementation of the Service Catalog.Adjustment of Service Level Agreements (SLA) with internal business areas.Daily follow-up of the service.Service quality management reports.

As Coordinator of the Infrastructure Service Desk of a multinational in the industry sector, I had the mission of managing a 24x7 team of Service Desk Analysts, with service reach in Brazil (South, Southeast, Northeast, and North), and countries in America Latin America, such as Argentina, Chile, Ecuador, Venezuela, and Colombia.My team was responsible for answering and resolving more than 10,000 calls a month, with an SLA of 99% in the last 12 months. In addition, it is worth mentioning that the work training system that I’d developed with the team ensured an expressive First Call Resolution result, which reached 80% in the last 12 months.As a result, we contributed to the internal IT area reaching an SLA of + 99%, causing zero impact to its production lines and manufactured goods distribution.My team has added value to the customer, either by answering the calls within the agreed SLA, or by creating an up-to-date, 'multi-collaborative' Technical Knowledge Base, 100% available for consultation.My duties as Team Manager were:Training and development of Service Desk teamComplete management of service portfolio, defining process flows, support scope, technical documentation, and post-Go-Live reports.Manage systems support activities through the incident and problem management tool (HP Service Manager and Service Now).Work with BackOffice teams (infrastructure and application development) to ensure the best transition of services implemented to be supported by Service DeskTechnical assessment of knowledge, skill, and performance of the team.Process Management for continuous improvement of services provided by the Service Desk.

Coordinate the Help Desk team in daily user service tasks.Management of call metrics such as Abandonment rate, TMA, TME, productivity, attendance, service level.Incident management and direct control of service to company associates.Assign and manage tasks for level I, II, and III support analysts.Guide analysts on best service practices.Carry out and maintain user satisfaction controls, as well as controls requested by the National Management. User training on newly deployed systems.Responsible for implementing KPI routines and controls.