Required Skills & Experience

- 5 years of experience in Incident Management / IT Service Management.
- Strong knowledge of ITIL Incident Management and Problem Management processes.
- Hands-on experience with ServiceNow ITSM modules.
- Strong experience in ServiceNow Reporting, Analytics, Performance Analytics, and Dashboard creation.
- Experience in governance, compliance, audit reviews, and operational controls.
- Excellent understanding of SLA, OLA, KPI, and service reporting frameworks.
- Experience conducting trend analysis, backlog analysis, and service improvement initiatives.
- Strong analytical and stakeholder management skills.
- Excellent written and verbal English communication skills.

Preferred Skills

- ITIL Foundation / ITIL Intermediate Certification.
- Experience of working in integral delivery environments.
- Knowledge of Change Management and Major Incident Management will also help.
- Experience with ServiceNow Performance Analytics.
- Exposure to Continual Service Improvement (CSI) initiatives.

📌 Manager, Community Services (full Time) (Ciudad de México)
🏢 HCLTech
📍 Ciudad de México