Viviane da Silva Santos

I have been working in the Technology area for about 9 years, I have a degree in Computer Science and IT Management with a specialization in Business Management. I also have specific courses and certifications in the area.

Itaú Unibanco SA

Product Manager
In addition to technical development, I act as an engagement Product Manager,
gathering and understanding the functional requirements of the business and making
the interface between the need and the development of the solution:
System Administration
▪ Practical experience with Agile;
▪ Contribution to an excellent customer experience.
▪ Training and guidance to new team members;
▪ Life cycle management of production and sub-production
environments;
▪ Integration and management of users;
▪ Maintenance and administration of user profiles, including groups and
role management;
▪ Administrative improvements based on lessons learned;
▪ Experience in ITSM processes for managing Incidents, Requests and
Changes;
▪ Development of procedures and scripts for monitoring and automating
manual processes;
▪ Document creation and system processing.

Support Engineer
Execution of development, maintenance and customisation tasks with the
ServiceNow tool.
Development:
▪ Use of good practices at ServiceNow);
▪ Implementation of ITSM (Incidents/Change/Problem/Service
Catalogue);
▪ Experience in Server-side and Client-side scripts;
▪ Resolution of demands within the ServiceNow platform.
▪ Use of CMDB data to fill certain fields in Incidents and Problems;
▪ Design and implementation of new features;
▪ Atlassian Jira Software as a working resource for planning
prevention/fixing activities related to important issues (stories, features,
bugs);
▪ Platform administration (Creation of templates, groups, functions,
workflows, configuration and relationships).
 

Scrum Master
Management of team deliveries, responsible for ensuring the efficiency and
improvements of the processes and tools used in the management of Incidents and
Problems. Definition and monitoring of IT Governance projects and processes.
▪ Management of backlogs and deliveries of the team;
▪ Responsible for ensuring the efficiency and improvements of
processes and Incident and Problem management tool;
▪ Coordination and Execution of IT Governance Projects and Processes;
▪ Business Analysis and Process Mapping;
▪ Practices in Scrum;
▪ Exposure to JIRA;
▪ Systemic review and testing;
▪ Conducting Migrations and improvements to the Incident Management
tool;
▪ Ensure Quality, Compliance and Safety standards are defined and
respected;
▪ Dissemination of knowledge;
▪ Frameworks driven by ITIL and COBIT.

Company - TIVIT- Outsourcing of Technology and Services S/A
IT Support Analyst
▪ Telecom technical support, installation and configuration of computers
and network assets, opening and conducting technical calls.

Education
▪ MBA – BUSINESS MANAGEMENT | University of São Paulo, Brazil | 2021
▪ TECHNOLOGIST IN INFORMATION TECHNOLOGY MANAGEMENT |
SENAC - National Service for Commercial Learning, Brazil | 2020
▪ BACHELOR’S IN COMPUTER SCIENCE | UNIP – Paulista University, Brazil |
2018
Further Education & Certificates
▪ ITIL v3- Course and Certification, EXIN, 2017
▪ COBIT- Course and Certification, PEOPLE CERT, 2017
▪ LEAN - Course and Certification, LEAN IT ASSOCIATION, 2018
▪ SCRUM - Course and Certification, SCRUM INSTITUTE, 2018