Job Description

• Strong hands-on knowledge of Jira (creation of items, custom fields, not only browsing)
• Solid experience with ServiceNow
• Dashboard creation and data interpretation (trends, demand, capacity)
• Ticket management expertise (incident, service request, change, problem, task)
• Documentation quality analysis and process improvement implementation
• Creation of basic workflows (incident, service, change, problem, tasks)
• Team management experience: training, cross-training, seniority identification, risk assessment and action plans
• Planning and execution of work plans, milestones, and commitments
• Stakeholder management, including difficult stakeholders
• Conflict management (team and client-facing)
• Ability to manage priorities and work independently
• Self-learning skills to understand processes and tools (ServiceNow, Jira)
• Handling critical situations (outages, production releases) with timely status updates
• Strong knowledge of Agile and ITIL methodologies applied to daily operations

• Experience in dynamic service environments with adaptive client reporting
• Advanced Agile/Kanban management experience
• Experience with Root Cause Analysis (RCA) and remediation planning
• Experience designing reporting tools and data analysis from multiple sources
• Knowledge of audit-compliant processes (ISO, CMMi, SOC1, SOC2)

• Manage and monitor team workload, performance, and delivery quality
• Control and monitor ticket lifecycle (backlog, aging, prioritization, follow-up strategies)
• Ensure documentation quality and continuous improvement of processes
• Perform data analysis and generate operational and capacity reports
• Lead RCA processes and execute remediation plans
• Manage stakeholder communication and conflict resolution
• Plan, track, and ensure compliance with project milestones and deadlines
• Implement and maintain Service Management processes aligned with Agile and ITIL
• Ensure compliance with audit and operational standards (ISO, CMMi, SOC)
• Provide team guidance, coaching, and training

• English: Fluent (Advanced 90–100%)

• Aguascalientes, CDMX, Ensenada, Monterrey, Guadalajara.