IT GOVERNANCE ANALYST

About the Company SourceHub operates as a Shared Services Center (SSC) for the ScanSource Group, a U.S.-based multinational company founded in 1992 and headquartered in Greenville, South Carolina. ScanSource specializes in the distribution of global technology products and services from leading partners such as Microsoft, Dell, HP, Intel, and Lenovo, delivering innovation and support that drive our customers’ digital transformation. As SourceHub, we are responsible for delivering Finance and Accounting, Human Resources, Information Technology, Procurement and Supply Chain, Legal and Compliance, and general administrative services with efficiency and quality.

We are

currently seeking a IT Governance Analyst to support operational

governance activities within the Service Desk environment, ensuring data

integrity, service management compliance, SLA adherence, and the overall

quality of ticket handling processes. This

professional will be responsible for monitoring, auditing, and maintaining

Service Desk records, reducing operational backlog, validating service

management data, and supporting continuous improvement initiatives that enhance

operational efficiency and reporting accuracy.

Responsabilidades e atribuições

Review incidents, service

requests, and problem tickets to ensure accuracy, completeness, and

compliance with established procedures.

Validate mandatory fields,

supporting documentation, ticket categorization, classification, and

routing within IT service management platforms.

Identify and correct data

inconsistencies or coordinate resolution with the responsible teams.

Monitor Service Desk queues

daily to identify stalled tickets, SLA risks, aging cases, and backlog

concerns.

Follow up with operational

teams to ensure timely progress and resolution of open tickets.

Verify that tickets contain

complete documentation of diagnosis, troubleshooting activities,

resolutions, and closure notes.

Validate information used in

dashboards and management reports to ensure reporting accuracy and

reliability.

Support standardization

initiatives, governance controls, and continuous improvement projects

across the Service Desk organization.

Requisitos e qualificações

Bachelor’s degree completed or

in the final stages of completion in Information Technology, Information

Systems, Business Administration, Engineering, or a related field.

Intermediate/Advanced English,

with the ability to read global procedures, document information, and

communicate with international teams.

1 to 3 years of experience in

Service Desk, Help Desk, IT Operations, or IT Service Management

environments.

Knowledge of ITSM processes,

including Incident Management and Service Request Management.

Understanding of SLA and OLA

concepts and their application within service operations.

Experience with service

management platforms such as Salesforce, ServiceNow, Jira Service

Management, Remedy, or similar tools.

Experience with Power BI is

considered a plus.

Strong communication and

collaboration skills with the ability to work effectively across

operational and support teams.

Informações adicionais

Employment under CLT regime (Brazil).Competitive salary, aligned with current market standards.Meal and/or food allowance (BRL 40.00 per business day).Transportation allowance or free on-site parking.Health insurance plan.Dental insurance plan.TotalPass.Hybrid work model (3 days on-site and 2 days remote).Must reside in Curitiba, PR, or the surrounding metropolitan area.Work schedule: Monday through Friday, from 11:00 AM to 9:00 PM (Brazil time).Annual Profit-Sharing Program (PPR), based on performance and goal achievement. Birthday Day Off.Life insurance.