ALTEN Mexico is hiring an IT Service Management (ITSM) Specialist to implement and maintain IT Service Management processes, ensuring effective and efficient delivery of IT services to meet business needs.

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.
Monitor and analyze service level agreements (SLAs) and key performance indicators (KPIs) for compliance and improvement.
Conduct regular reviews of ITSM processes and tools to identify enhancement opportunities.
Collaborate with cross-functional teams to improve service delivery and support incident, change, and problem management.
Provide training and support to staff and stakeholders on ITSM tools and processes.
Drive continual service improvement initiatives based on 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.
Fluency in English, both written and spoken.