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Lucas Vinicius

@lucasvinicius

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ITSM Analyst | ITIL 4 | IT Governance | Incident, Problem & Change Management | SCRUM

Brazil

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What I'm looking for

I seek roles where I can lead ITSM and governance improvements, manage change and incidents end-to-end, mentor teams, and deliver measurable operational efficiency in collaborative, growth-focused environments.

IT Governance and ITSM professional with solid experience in continuous process improvement and implementation of service management practices based on ITIL 4. Skilled in designing, implementing and optimizing ITSM processes, creating operational and managerial KPIs to identify bottlenecks, track performance, and drive service excellence.Experienced in defining, updating, and managing internal and external SLAs, as well as implementing and maintaining the IT Service Catalog aligned with the technical needs of each business area. Strong background in data analysis and dashboard development using Power BI, including the delivery of monthly reports to ensure IT Governance service quality and support strategic decision-making.Hands-on experience managing critical incidents, ensuring proper execution of crisis management processes, coordinating communications, and leading post-mortem reviews with technical teams.Active involvement in Supplier Management, ensuring service level compliance across partners, developing and validating performance indicators, and facilitating communication between technical teams and monitoring areas to ensure adherence to IT Governance standards.Experienced with Agile methodologies such as Scrum, Kanban, and Lean.Familiar with multiple ITSM platforms, including:- ServiceNow – ITSM Administrator Profile- TOPDesk – ITSM Administrator Profile- TSC2 – ITSM Administrator Profile- Jira – User Profile- BMC Helix – User Profile- Key Areas of Expertise:- Incident Management- Change Management- Problem Management- Supplier Management- Service Catalog- SLA Management- KPI Development & Reporting- ITIL Best Practices

Experience

Work history, roles, and key accomplishments

Current

Senior Process Analyst

Current

Meutudo

Jun 2024 - Present (1 year 5 months)

Responsible for ITSM with emphasis on Change and Critical Incident Management; oversaw IT budgets, procurement, and asset inventory while creating service catalogs, SLAs and KPIs to improve operational efficiency and align IT governance with business requirements.

Change Management Incident Management IT Governance ITSM SLA Management Asset Management KPIs Procurement

Mid-Level Process Analyst

BanQi

Apr 2022 - Feb 2024 (1 year 10 months)

Implemented ITSM processes per ITIL 4, managed Incidents/Changes/Problems and Service Catalog in TOPdesk, developed API integrations and operational dashboards for the Command Center, and led training to enforce IT governance.

ITIL TopDesk Incident Management Change Management API Integration Dashboards Confluence SharePoint

Junior Process Analyst

Alelo Brasil

Sep 2020 - Apr 2022 (1 year 7 months)

Managed incidents, SLAs and service catalogs in ServiceNow, developed management dashboards and monthly reports for business units, designed workflows and participated in system migration and vendor management activities.

ServiceNow Incident Management SLA Management Dashboarding Vendor Management Process Design Reporting Change Management

Junior Process Analyst

Qintess

Feb 2019 - Sep 2020 (1 year 7 months)

Provided ITSM consulting focused on Incident and Change Management for Alelo, analyzed critical incidents and recurrence, and chaired Change Advisory Board meetings to improve change controls.

ITSM Recurrence Management ServiceNow Jira

Process Analyst

Primordial Consulting

Jun 2018 - Feb 2019 (8 months)

Supported clients including TIVIT and Alelo with ITSM services, migrated changes from TSC2 to ServiceNow, and produced monthly reports while providing frontline support using Jira and BMC Helix.

ServiceNow Jira Helix ITSM Migration Reporting client support

Logistics Assistant

Pointer do Brasil S.A.

Oct 2015 - May 2018 (2 years 7 months)

Performed logistics operations including inventory management and shipment coordination to support supply chain activities and operational continuity.

Inventory Management Logistics Coordination Logistics Operations Supply Chain Support Administrative Support