Job Description: ITSM Service Management (ITSM SME)Location
- CDMX or GDL
Experience
- 5+ years of experience in ITSM processes and service management
Core Skills (Must-Have)
- Strong expertise in ITSM processes: Incident Management, Problem Management, Change Management, Knowledge Management
- Solid understanding of the ITIL framework
Key Responsibilities
**Incident Management**
- Oversee the end-to-end incident handling lifecycle
- Ensure incidents are logged, categorized, prioritized, and resolved within SLAs
- Lead major incident response (war rooms / bridge calls)
- Conduct post-incident reviews and reporting
- Identify trends and trigger problem management
**Change Management**
- Manage and govern change processes within the ITIL framework
- Assess risk, impact, and organizational readiness
- Coordinate with the Change Advisory Board (CAB)
- Approve minor changes and oversee high-risk changes
- Conduct post-implementation reviews
**Problem Management**
- Drive root cause analysis (RCA) and track known errors (KEDB)
- Identify recurring issues and implement preventive measures
- Collaborate with Incident and Change teams
- Provide reports on trends and resolution effectiveness
**Knowledge Management**
- Maintain and enhance SKMS (knowledge base)
- Capture, store,
and share knowledge across teams
- Promote a knowledge-sharing culture
- Continuously improve documentation and processes
**Additional Responsibilities**
- Follow ITIL-based ITSM processes
- Manage SLAs and stakeholder communication
- Coordinate with L2/L3 teams, vendors, and business users
- Maintain documentation (SOPs, KB articles, reports)
- Monitor KPIs and service performance
- Support audits, governance, and compliance
- Drive continuous service improvement initiatives
- Assist in deployment and operational monitoring of IT systems
Good-to-Have Skills
- ITIL V4 Certification
- Familiarity with monitoring tools
- Understanding of IT infrastructure (network, servers, OS)
- Knowledge of Agile/Scrum methodology
- Scripting skills (PowerShell, Bash)
- Experience with reporting tools (Power BI)
Soft Skills
- Strong communication skills (ability to translate technical into non-technical language)
- Stakeholder management expertise
- Problem-solving and analytical thinking
- Ability to work in high-pressure environments (major incidents)
Sueldo: $70,****** - $90,****** al mes
Lugar de trabajo: remoto híbrido en Ciudad de México