I'MMatheus Falcão

System Analyst - Servicenow Developer

Providing Service at Nissan North America

ServiceNow Developer with experience in delivering high-quality solutions by translating user stories into fully functional platform features and enhancements, ensuring alignment with business requirements. Skilled in managing and resolving platform-related incidents, maintaining system stability and performance. Experienced in project-based work, including version upgrades, and implementing seamless integrations with external systems to enhance platform functionality and user experience. Dedicated to continuous improvement, ensuring that all developments adhere to best practices, security standards, and optimal performance.

System Analyst - SMO Tech Lead

Providing Service at Nissan South America

Responsible for leading the Service Management Operations (SMO) team at Nissan South America, ensuring the success of technology operations and optimizing service management processes. As a Tech Lead, plays a key role in aligning IT strategy with business needs, driving performance improvement initiatives, monitoring KPIs, and ensuring the high availability and continuity of critical IT services.

System Analyst - Servicenow Architect / SMO Analyst

Providing Service at Renault South America / Nissan South America

Previously held the position of Administrator and ITSM platform (ServiceNow) lead for the South America region, overseeing a critical communication interface that connected users from Renault and Nissan with the IT department. This role involved managing platform operations to ensure seamless interaction and effective support for user requests and IT services.

Support Analyst

Providing Service at Renault South America / Nissan South America

In this role, I was responsible for user service, including VIP users such as Directors and Executives. I also focused on developing and analyzing reports to enhance service quality. Additionally, I collaborated with teams across various locations in South America, fostering knowledge-sharing and providing assistance. I have contributed to the development of impactful solutions that have significantly improved the overall operational efficiency and customer satisfaction.

Bachelor of Information Systems