Brazil
Pentera
Mars
IT Operations and Service Desk Specialist
Brazil
Guararema, São Paulo, Brazil · São Paulo, São Paulo, Brazil
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Job Description
IT Operations and Service Desk Specialist – Mars Global Services – Guararema, Brazil
Imagine being at the center of the digital transformation of one of the most beloved companies on the planet, where technology drives iconic brands that are part of the lives of millions of homes and pets every day. In this position, you will be part of the Mars Information Services team at Mars Global Services (MGS), playing a catalytic role in the evolution of our digital operations. You will have the exciting mission of integrating cutting-edge solutions such as artificial intelligence, automation, and intelligent service catalogs, connecting people, processes, and global innovations. In a vibrant, welcoming environment guided by Our Five Principles, you will have the autonomy to transform the technology experience of our Associates and make a real difference in a constantly moving business.
What we are looking for?
Essential Requirements
- Completed degree in Information Technology, Computer Science, Engineering, or related fields
- Previous experience in IT operations or Service Desk, working with service delivery and support for technological processes
- Practical knowledge of ITIL methodology fundamentals
- Fluency in English (written and verbal) and proficiency in at least two languages among Portuguese, English, and Spanish to work with global teams and partners
- Proven project management skills, with ease in organizing schedules, aligning deliverables, and managing priorities
- Excellent interpersonal communication, collaborative profile, and ease in building partnerships with different areas and suppliers
Desirable Requirements
- Experience with integration projects for Artificial Intelligence tools or service bots
- Experience in automation initiatives and continuous improvement of IT service processes
- Knowledge or practical experience in multinational environments and distributed cross-functional teams
What will be your main responsibilities?
- Actively coordinate the activities and routines of the Service Desk team, ensuring excellence in Associate support, meeting deadlines, and continuous operational alignment
- Support the planning, scheduling, and execution of high-priority IT projects, ensuring alignment between business areas, technical teams, and external suppliers
- Integrate advanced technological solutions such as automation tools and artificial intelligence-driven solutions into existing workflows
- Continuously analyze service delivery processes to identify operational bottlenecks and propose improvements that reduce manual tasks and increase efficiency
- Monitor the area's operational performance indicators, providing visibility on deliverables and action plans to leadership
- Actively collaborate with the Service Desk team and global stakeholders, facilitating alignments, workshops, and best practice sharing
- Ensure that new solutions and services adhere to the quality and governance standards established by the organization
What can you expect from Mars?
Opportunity to work in a multinational company with a significant presence in the countries where it operates, producing high-quality products and strong brands worldwide such as M&M’S®, Snickers®, Twix®, Skittles®, Pedigree®, Whiskas®, Cesar®, Royal Canin®.
We champion equal employment opportunities and all qualified applicants will be considered for vacancies, regardless of race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law.
We offer a very attractive benefits and compensation package, including medical and dental plans, private pension, meal vouchers, medication reimbursement, extended maternity and paternity leave, among others.
And most importantly: To our Associates, called everyday heroes, we offer the opportunity to learn, dream, and grow with Freedom, Mutuality, and Security. Come be part of this great family with over 150,000 Associates and understand why millions of people want to be part of Mars, stay with the company, and grow with it. Click "apply", register, and send us your resume. #LI-Onsite #LI-MR1 . #T
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