Descrição 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 • 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 • 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.