Area(s) of responsibility

IT Service Management- MEXICO

● Service Request Management: Oversee the fulfillment of IT service requests. Ensure requests are categorized, routed, and resolved efficiently according to established Service Level Agreements (SLAs).
● Platform Administration & Usage: Utilize ServiceNow as the primary ITSM tool for tracking, reporting, and managing tickets. Leverage Jira to bridge communication and workflow between the IT Service Desk and development/engineering teams.
● Support/test UX/UI improvement initiatives for the OneService Portal.
● Process Adherence & Improvement: Champion ITIL best practices across the organization. Identify trends in incidents and service requests to recommend workflow optimizations and shift-left opportunities.
● Stakeholder Communication: Maintain clear, timely, and professional communication with end-users, IT support teams, and external vendors throughout the ticket lifecycle,Support communication plans related to ServiceNow changes and improvements.
● Reporting & Metrics: Monitor queue health and assist the IT Service Manager in tracking KPIs and SLAs to ensure service delivery targets are consistently met.
● Create reports and dashboards and provide analysis regarding the Service Request Management process when needed.
Required Qualifications
● Experience: 3-5+ years of experience in IT Service Management, specifically acting as a Senior Analyst, Incident Manager, or similar role.
● Frameworks: Strong foundational knowledge of the ITIL Framework (ITIL v3 or ITIL 4 Foundation certification is highly preferred).
● Technical Tools: Proven, hands-on experience working extensively within ServiceNow (for ITSM workflows) and Jira (for issue/project tracking).