IT Service Management Specialist

Summary

Join ALTEN Mexico as an IT Service Management (ITSM) Specialist and play a vital role in implementing and maintaining IT Service Management processes. You will ensure that IT services are delivered effectively and efficiently. Responsibilities include developing, implementing, and managing ITSM processes aligned with best practices (ITIL), facilitating service desk operations, and monitoring SLAs and KPIs. You will also conduct regular reviews of ITSM processes and tools, collaborate with cross-functional teams, and provide training and support to staff. The ideal candidate will have a Bachelor's degree in a related field and experience with the ITIL framework. ALTEN offers competitive salary, above-law benefits, career growth opportunities, a remote work scheme, and support for home office setup.

Requirements

• 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
• Fluent in English, both written and spoken

Responsibilities

• 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

Preferred Qualifications

ITIL certification is a plus

Benefits

• Competitive salary
• Above-law benefits
• Career growth and development plan
• Remote work scheme
• Support for home office setup