**Core Responsibilities**:
**Assist in process improvements**- Help identify opportunities for streamlining workflows, automating tasks, and improving documentation.
**Maintain process documentation**- Document current Service Desk processes, workflows, performance metrics, SOPs, user guides, etc.
Maintain governance documentation for vendor onboarding, offboarding, and performance tracking
**Monitor SLA adherence** - Monitor and report on key performance indicators (KPIs) and service level agreements (SLAs).
Ensure vendor processes are integrated in ITSM workflows
**Create ITSM reports and dashboards** - Develop and maintain reports within ServiceNow Performance Analytics (or other reporting tools) to track key ITSM metrics, providing insights to leadership.
**Collaborate with IT and business teams** - Collaborate with Service Desk teams, ITSM tool administrators, and stakeholders to gather requirements and implement process enhancements.
Escalate and manage vendor-related service issues through formal ITSM processes




**Support ITSM training efforts** - Assist in creating training materials and guiding users on ITSM processes and ServiceNow functionality.
**Analyze ITSM data trends** - Identify recurring issues through data analysis and collaborate with teams to enhance long-term service efficiency.
**Qualifications**:
- Bachelor's degree in Information Technology, Business Administration, or related field.
- 1+ years of experience working with ITSM processes (Incident, Problem, Change, Major Incident) or SD environments.
- 1+ years of hands-on experience with ServiceNow ITSM module (ServiceNow Reporting experience is a plus).
- Knowledge of Performance Analytics and/or Power BI (preferred but not required).
- Basic understanding of ITIL frameworks (certification is a plus).
- Familiarity with ServiceNow Knowledge Management module (preferred).
- Strong analytical and problem-solving skills.
- Excellent communication skills with both technical and non-technical audiences.
- Ability to prioritize tasks and meet deadlines in a fast-paced environment.
- Detail-oriented and eager to learn ITSM best practices.

📌 Business Analyst - It Service Management (San Pedro Garza García)
🏢 Johnson Controls
📍 San Pedro Garza García