**Job Information**:
Department Name
- INFORMATION TECHNOLOGY
Job Type
- Full time
Industry
- Technology
Service Now Ticket
- INC
Modality
- WFH
Work Experience
- 1-3 years
Assigned Recruiter Contact
Date Opened
- 02/25/2026
City
- Tijuana
State/Province
- Baja California
Country
- Mexico
Zip/Postal Code
- 22010
The **CSI Specialist I** provides foundational support in the **Continuous Service Improvement (CSI)** function, assisting in the collection, analysis, and reporting of operational performance data to identify opportunities for efficiency, quality, and service enhancement. Working under the guidance of the **CSI Engineer** and **Organizational Resilience Manager**, this role contributes to improvement initiatives across all ITRSS divisions — Application Support, Development, QA, Integration, and Product Management. The position involves **data analysis**, **process mapping**, and **documentation support** for improvement projects, audits, and retrospectives. The CSI Specialist I plays a vital role in transforming operational data into actionable insights that drive sustainable, measurable progress.
**Responsibilities**:
**1. Process & Performance Analysis**
- Collect and compile performance data from incident, QA, and project tracking systems.
- Conduct basic trend and variance analyses to identify inefficiencies and potential improvement areas.
- Support root-cause investigations for recurring incidents or operational delays.
- Assist in the creation of performance dashboards and KPI reports.
**2. Documentation & Continuous Improvement Support**
- Document current-state processes, workflows, and procedures across multiple functional areas.
- Maintain an organized library of SOPs, metrics, and CSI artifacts in the **KB Vault**.
- Support post-incident reviews, release retrospectives, and process validation sessions.
- Participate in CSI working groups to gather feedback, log improvement ideas, and monitor progress.
**3. Cross-Divisional Collaboration**




- Collaborate with support, engineering, QA, and integration teams to understand their operational challenges.
- Assist in coordinating improvement projects by scheduling meetings, documenting outcomes, and tracking deliverables.
- Support communication and knowledge-sharing between CSI and other departments.
**4. Audit & Compliance Assistance**
- Support internal audits and compliance checks by providing data, documentation, and process evidence.
- Track follow-up actions and ensure accountability on assigned remediation items.
- Contribute to continuous improvement in audit readiness and process documentation quality.
**Requirements**:
**Scholarship**:
- College/University
**Specialized knowldge**:
- Foundational understanding of **IT service management**, **process improvement**, and **data analysis**.
- Awareness of **ITIL**, **CSI frameworks**, and **quality management principles**.
- Basic understanding of **metrics, KPIs**, and **operational dashboards**.
- Strong organizational skills and ability to manage multiple tasks simultaneously.
**Computer knowledge**:
- Proficiency with Microsoft Excel, Power BI, or other data visualization tools.
- Familiarity with service management and project tracking systems (e.g., Jira, ServiceNow).
- Basic understanding of SharePoint or Confluence for documentation management.
- Strong command of Microsoft Teams and other collaboration tools.
**Experience**:
- **
1-3 years** of experience in IT support, process coordination, data analysis, or a related role.
- Bachelor’s degree or equivalent experience in **Information Systems, Business, or Operations Management**.
- Exposure to ITIL or Lean concepts is preferred but not required.
**Benefits**:
- Competitive weekly salary
- Legal benefits
- Christmas bonus
- Savings fund
- Profit sharing (PTU)
- Vacation days
- Vacation premium
- Extra paid days off
- Private medical insurance and preventative care
- Friendly work environment
- Financing and discounts at local restaurants and coffee shops
- Growth opportunities

📌 Continuous Improvement Analyst (Tijuana)
🏢 Seguros confie
📍 Tijuana