IT Service Management (ITSM) Specialist
- San Luis Potosí, S.L.P.
- Permanente
- Tiempo completo
- Develop, implement, and manage ITSM processes aligned with best practices (ITIL).
- Facilitate service desk operations, ensuring high levels of customer satisfaction and timely resolution of incidents and requests.
- Monitor and analyze service level agreements (SLAs) and key performance indicators (KPIs) to ensure compliance and drive improvements.
- Conduct regular reviews of ITSM processes and tools, identifying opportunities for enhancements.
- Collaborate with cross-functional teams to improve service delivery and support incident management, change management, problem management, and other ITSM processes.
- Provide training and support to staff and stakeholders on ITSM tools and processes, promoting a culture of service excellence.
- Drive continual service improvement initiatives, integrating user feedback and industry best practices.
- Bachelor's degree in Information Technology, Computer Science, or a related field.
- Are welcome JR, MID or Sr profiles with experience in ITIL framework, service desk management, incident and problem management.
- Excellent analytical and problem-solving skills.
- Strong communication and interpersonal skills to effectively collaborate with teams and stakeholders.
- Ability to work independently and handle multiple priorities.
- ITIL certification is a plus.
- Fluent in English, both written and spoken.
- Competitive salary
- Above-law benefits
- Career growth and development plan
- Remote work scheme
- Support for home office setup