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 Service Now ITSM modules.
· Strong experience in Service Now 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 general delivery environments.
· Knowledge of Change Management and Major Incident Management will also help.
· Experience with Service Now Performance Analytics.

📌 Manager, community services (full time) (Ciudad de México)
🏢 HCLTech
📍 Ciudad de México