Senior IT Service Management Analyst

Newfold Digital empowers the world’s business owners, content publishers, and those with ideas to control their online destiny with power and confidence. We enable everyone to be able to establish their online presence. From buying a domain and setting up a website, to growing their business and presence online, we come together to make sure small businesses have all the tools and support they need to achieve their goals.

The Newfold family of brands includes: Bluehost, Web.com, Register.com, HostGator, and Domain.com, among others.

We're looking for a IT Service Management professional to be part of our Global IT operations team at Newfold Digital to support our brands worldwide.

What You Will Do:

• Monitor infrastructure, bandwidth, and website uptime; respond to alerts per protocols.
• Lead IT incident restoration, using escalation channels as needed to meet SLAs.
• Manage communication bridges and deliver clear updates during crisis events.
• Handle incident lifecycle, analyze data for trends, and recommend actionable outcomes.
• Oversee follow-ups to ensure service improvement in processes, training, and technology.
• Mentor team members on IT Service Management best practices.
• Produce detailed performance reports and analysis for leadership.
• Review scheduled changes for compliance with standards and impact minimization.
• Coordinate and manage problem resolution processes and SLA adherence.

Who You Are:

• Professional availability for rotational shifts when needed, including night shifts.
• Strong team player with mentoring ability and seamless collaboration across teams.
• Exceptional English communication skills, both written and verbal.
• Experience with IT Service Management (Incident, Change, Problem Management).
• Familiarity with tools like ServiceNow, MS Tools, Grafana, and Jira preferred.
• Knowledge of ITIL, COBIT, or PRINCE frameworks.
• Analytical and methodical approach to process and technology evaluation.

Why you'll love us:

• We offer a 100% remote position with a monthly home office allowance of R$180.00 and an additional allowance for purchasing items for your office.
• We provide Meal Vouchers or Food Vouchers worth R$44.55 per working day.
• Health and dental insurance with no co-payment for employees.
• Well-being program: Gympass, online meditation, and telemedicine!
• Do you have a dog, cat, rabbit, hamster, goat, turtle, or even a mini dragon? We have a partnership for pet health insurance!
• Educational platform: you can pursue undergraduate and graduate degrees, language courses (and much more!) at over 100 educational institutions for a very affordable price!
• Life insurance.
• Free website hosting.

And muuuuuuch more!

All our positions are available for people with disabilities (PWD).

#LI-PF1