Networking Senior Advisor 1

The Service Management Advisor supports effective IT service delivery, operational governance, and continuous improvement across Azule Energy. Actively participate in bridging the gap between technical teams and business operations. Oversee the end-to-end delivery of business applications, ensuring technology aligns with business goals, managing incidents to minimize downtime, and driving continual process improvement. The role coordinates ITSM processes, ServiceNow-based service follow-up, application support, vendor coordination, service reporting, selected digital automation activities, API/integration support and IT Procurement-to-Pay administration. The role ensures that services, small internal tools, integrations and related commercial actions are properly controlled, documented and progressed to closure. 

Responsibilities: 

IT Service Management and ServiceNow: Coordinate incident, request, problem, change, knowledge and service level activities in ServiceNow, ensuring ticket quality, escalation discipline, SLA follow-up, backlog control and proper closure evidence. 

Application Support and Vendor Coordination: Follow up business and technical application support activities with internal teams, system integrators, managed service providers and external vendors, ensuring actions, defects, deliverables and service commitments are tracked to completion. Responsible for measuring and quantifying vendor performance and compliance. 

Digital Automation, Web Applications and APIs: Support the design, development, testing, deployment and maintenance of small internal web-based applications, dashboards, forms, automation solutions and APIs, using approved tools, including AI-assisted development where authorised. Contribute to design and solution development activities 

Service Transition, Documentation and Governance: Support UAT, operational readiness, integration handover, access control, runbooks, procedures, knowledge articles, release notes and service documentation required to move new or changed services into support. Responsible for incorporating new services into the service catalog and service delivery model 

Contract Administration and Procurement-to-Pay Support: Support IT contract administration and Procurement-to-Pay activities, including purchase requisitions, purchase orders, contract amendments, RFQ references, supporting evidence, approval follow-up and alignment between scope, bill of quantities, contract references and vendor deliverables. Interface with other teams (Procurement, Governance) to ensure joined up and coordinated strategy to meet effective contract management. 

Reporting and Continuous Improvement: Prepare service review inputs, track KPIs, identify recurring issues, manual activities and improvement opportunities, and communicate clearly with business users, IT teams, vendors, Procurement, Finance and management.  

Adhere to: All applicable corporate governance, IT policies, cybersecurity rules, data privacy requirements, change management rules, procurement controls, statutory, legal and regulatory requirements. 

Financial: No direct budget ownership. Supports vendor, contract, procurement and service governance inputs where required. 

Management of People: No direct line management. Coordinates actions across internal IT teams, vendors, system integrators, Procurement and Finance. 

Operational Scope: ITSM coordination, ServiceNow follow-up, application support, selected automation and integration activities, service documentation, reporting, vendor follow-up and IT Procurement-to-Pay administration. 

KPI Ownership: SLA support, ticket quality, backlog follow-up, vendor action closure, documentation accuracy, UAT and service handover readiness, small application/API support readiness, procurement evidence completeness, PR/PO follow-up, contract amendment traceability and continuous improvement action tracking. Oversee process to ensure the Service Level Agreements (SLAs) and supporting Operating Level Agreements (OLAs) are monitored and promptly reported. 

Main Interfaces: 

Internal: Service Management Coordinator, IT Operations Manager, Business Applications, Technical Applications, Infrastructure and Cloud, Network Operations, Cybersecurity, Data/Reporting, Procurement, Finance, Contract Administration, Legal when required, and business application owners. Work in a team environment, with IT Engineering, Project and Service Management gathering and defining system implementation requirements. 

External: Managed service providers, Service Desk providers, ServiceNow partner, system integrators, application vendors, software/SaaS vendors, API or integration partners and other contracted IT service providers. 

Requirements (education and skills): 

Education: 

Bachelor’s degree in Information Technology, Computer Science, Information Systems, Engineering, Business Information Systems or equivalent professional experience. 

Professional proficiency in Portuguese and English, both written and spoken. 

Experience, Skills and Competencies: 

Experience in IT service management, application support coordination, ServiceNow or similar ITSM tools, and vendor follow-up. 

Working knowledge of ITIL practices, including incident, request, problem, change, knowledge, service level and continual improvement management. 

Experience with data gathering, complex data analysis and developing standardized reporting to support large organizational decision/support 

Strong analytical and conceptual skills being a self-starter 

Practical exposure to small web applications, dashboards, forms, automation solutions, scripting or low-code development. 

Understanding of API and integration concepts, including authentication, data flows, testing, documentation and operational support. 

Ability to use approved AI-assisted tools for coding, documentation, testing, troubleshooting or process automation under appropriate review and governance. 

Strong coordination, analytical, documentation, communication and stakeholder management skills. 

Knowledge of and experience with Distributed Processing Platforms (Windows, Unix, Database and Middleware) and Data, database management and some HTML programming (MS SQL, MS ASP, MS Visual Studio, JavaScript and JAVA) would be an asset. 

IT Financial Analysis and Reporting Experience would be an asset 

Desired Certifications: 

ITIL Foundation certification. 

ServiceNow, Microsoft Power Platform, Azure Fundamentals, API/integration, web development, cybersecurity fundamentals or procurement-related training would be an advantage. 

Desired Experience (years): 

4 to 7 years of experience across IT service management, IT operations, application support coordination, vendor coordination, digital automation, API/integration support and IT contract administration or Procurement-to-Pay support. 

Working Conditions/Environment 

Primarily office-based, with regular coordination through meetings, ServiceNow queues, service reviews, vendor follow-ups, testing activities and Procurement-to-Pay processes. 

Occasional support outside normal business hours may be required for major incidents, urgent escalations, application deployments, integration testing, planned maintenance, urgent procurement deadlines or critical service transitions.