Job Description: ITSM Service Management (ITSM SME)Location- CDMX or GDLExperience- 5+ years of experience in ITSM processes and service managementCore Skills (Must-Have)- Strong expertise in ITSM processes: Incident Management, Problem Management, Change Management, Knowledge Management- Solid understanding of the ITIL frameworkKey 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 systemsGood-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 mesLugar de trabajo: remoto híbrido en Ciudad de México

📌 Itsm Service Management (Itsm Sme) (Xico)
🏢 Fixity Technologies
📍 Xico