IT Support and Governance Specialist Consultant

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a IT Support and Governance Specialist Consultant based in Brazil.

As an IT Support and Governance Specialist Consultant, you will help organizations design and implement effective models for application and IT service support.
The role combines technical expertise, service management, governance, and process improvement to strengthen operational continuity and service quality.
You will assess existing support models, identify risks and bottlenecks, and translate findings into practical improvements.
The position involves establishing ITIL and COBIT-based processes, service structures, SLAs, responsibilities, controls, and operational indicators.
You will also evaluate applications, integrations, monitoring capabilities, documentation, and operational readiness during transitions into support.
The role offers an opportunity to work closely with technical teams, business stakeholders, and suppliers in complex technology environments.
This is a fully remote consulting opportunity suited to a senior professional who combines hands-on technical knowledge with strong governance and communication skills.

Accountabilities:
- Diagnose existing application and IT service support models, identifying risks, bottlenecks, operational gaps, and opportunities for improvement across processes, applications, integrations, and suppliers.

- Design and implement processes for incident, problem, request, change, and knowledge management based on ITIL and COBIT practices.

- Structure service catalogs, service levels, responsibility matrices, SLAs, escalation mechanisms, and other elements required for effective IT service management.

- Assess applications and integrations for documentation quality, monitoring capabilities, failure management, supportability, and operational readiness.

- Define operational readiness, acceptance, knowledge-transfer, and stabilization criteria for transitioning projects and solutions into ongoing support.

- Establish operational indicators, controls, governance routines, and monitoring mechanisms for internal teams and technology suppliers.

- Validate support models through pilots and assisted implementations, supporting teams during adoption and stabilization.

- Deliver practical processes, procedures, controls, and performance indicators that can be incorporated into day-to-day operations.

- Establish clear boundaries between support, corrective activities, enhancements, and projects, ensuring effective coordination between support, development, infrastructure, and suppliers.

- Ensure traceability of operational activities and decisions in alignment with governance, security, compliance, and audit requirements.

- Structure knowledge-management and continuity mechanisms to reduce dependency on individual employees and improve organizational resilience.

- Formalize the transition of support models to internal teams, including documentation, outstanding items, responsibilities, and continuous-improvement plans.

- Facilitate workshops, knowledge-transfer sessions, and team training to support successful implementation and adoption.

Requirements

- Bachelor’s degree in Information Technology, Engineering, or a related field.

- Senior-level experience in application support and in implementing or improving IT service management processes.

- Applied knowledge of ITIL and COBIT, including experience defining responsibilities, SLAs, controls, processes, and operational indicators.

- Strong technical understanding of enterprise applications, APIs, integrations, and databases.

- Ability to analyze application logs, perform SQL queries, and contribute to technical troubleshooting and root-cause analysis.

- Experience with incident and problem management, root-cause analysis, production changes, and transitions from project delivery into ongoing support.

- Experience working with