ALTEN MÉXICO is hiring an IT Service Management (ITSM) Specialist to ensure IT services are delivered effectively and efficiently to meet business needs. You will implement and maintain key ITSM processes, playing a vital role in our dynamic team.
What You'll Do
- Develop, implement, and manage ITSM processes aligned with best practices like ITIL.
- Facilitate service desk operations, ensuring high 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, change, problem, and other ITSM processes.
- Provide training and support to staff and stakeholders on ITSM tools and processes.
- Drive continual service improvement initiatives, integrating user feedback and industry best practices.
What We're Looking For
- Bachelor's degree in Information Technology, Computer Science, or a related field.
- Experience with the ITIL framework, service desk management, incident and problem management.
- Excellent analytical and problem-solving skills.
- Strong communication and interpersonal skills.
- Ability to work independently and handle multiple priorities.
- Fluent in English, both written and spoken.
Nice to Have
- ITIL certification is a plus.
Benefits & Compensation
- Competitive salary
- Above-law benefits
- Career growth and development plan
- Remote work scheme
- Support for home office setup
Work Mode
This is a fully remote position.
