At **ADT Security Services**, we are looking for an **Operational Process and Improvement Analyst** for the **Operational Excellence** area. We seek a professional with solid experience in gathering, analyzing, and optimizing operational processes, focused on identifying improvement opportunities, standardization, and efficiency. Key responsibilities include: * Gather and map current processes, identifying stakeholders, flows, inputs, and critical points, analyzing bottlenecks, redundancies, and opportunities for optimization or standardization. * Design and document target processes aligned with operational and strategic business needs. * Manage and follow up on operational incidents, ensuring proper classification, analysis, and resolution. * Coordinate with internal and external providers for incident resolution, requests, or specific projects. * Monitor the quality and compliance of service level agreements (SLAs) with various stakeholders. * Prepare reports, diagrams, and presentations supporting improvement recommendations. * Facilitate workshops or interviews with key teams to validate processes and proposals. * Support the implementation and monitoring of operational improvements, ensuring sustainability. Collaborate with technology or management teams to ensure feasibility and operational continuity of changes. * Monitor performance indicators and results of implemented initiatives. **Requirements:** * Degree holder or near graduation in Industrial Engineering, Business Administration, Systems, Economics, or related fields. * Minimum of 2 years of experience in roles related to analysis, management, or improvement of operational processes. Proven experience in process mapping, documentation, and redesign (BPMN or other methodologies). * Participation in operational optimization, organizational transformation, or continuous improvement projects. Incident management and tracking. Knowledge of process analysis and flow diagramming. * Ability to identify performance indicators (KPIs) and conduct operational efficiency analysis. * Basic knowledge of databases or quantitative analysis (advanced Excel, SQL, statistical tools). Familiarity with tools such as Visio and other BPM software. * Availability to work from 9 AM to 6 PM, under a hybrid work model. * Residing in the Northern Zone or surrounding areas (desirable)