IT Service Management (ITSM) Specialist

Welcome to ALTEN Mexico! We are a leading engineering and technology company that specializes in providing innovative solutions across various industries including Automotive, Energy, Aeronautics, Banking & Insurance, Telecom & Multimedia, and Rail. With over 30 years of experience and a strong global presence in 30 countries, ALTEN Group employs over 54,000 dedicated engineers who are committed to delivering excellence.

ALTEN Mexico is looking for an IT Service Management (ITSM) Specialist to join our dynamic team. The successful candidate will play a vital role in implementing and maintaining IT Service Management processes, ensuring that IT services are delivered effectively and efficiently to meet business needs.

Responsibilities:

Develop, implement, and manage ITSM processes aligned with best practices (ITIL).
Facilitate service desk operations, ensuring high levels of customer satisfaction and timely resolution of incidents and requests.
Monitor and analyze service level agreements (SLAs) and key performance indicators (KPIs) to ensure compliance and drive improvements.
Conduct regular reviews of ITSM processes and tools, identifying opportunities for enhancements.
Collaborate with cross-functional teams to improve service delivery and support incident management, change management, problem management, and other ITSM processes.
Provide training and support to staff and stakeholders on ITSM tools and processes, promoting a culture of service excellence.
Drive continual service improvement initiatives, integrating user feedback and industry best practices.
Bachelor's degree in Information Technology, Computer Science, or a related field.
Are welcome JR, MID or Sr profiles with experience in ITIL framework, service desk management, incident and problem management.
Excellent analytical and problem-solving skills.
Strong communication and interpersonal skills to effectively collaborate with teams and stakeholders.
Ability to work independently and handle multiple priorities.
ITIL certification is a plus.
Fluent in English, both written and spoken.
Competitive salary
Above-law benefits
Career growth and development plan
Remote work scheme
Support for home office setup

Details

Location

Mexico

Responsibilities:

Develop, implement, and manage ITSM processes aligned with best practices (ITIL).
Facilitate service desk operations, ensuring high levels of customer satisfaction and timely resolution of incidents and requests.
Monitor and analyze service level agreements (SLAs) and key performance indicators (KPIs) to ensure compliance and drive improvements.
Conduct regular reviews of ITSM processes and tools, identifying opportunities for enhancements.
Collaborate with cross-functional teams to improve service delivery and support incident management, change management, problem management, and other ITSM processes.
Provide training and support to staff and stakeholders on ITSM tools and processes, promoting a culture of service excellence.
Drive continual service improvement initiatives, integrating user feedback and industry best practices.
Bachelor's degree in Information Technology, Computer Science, or a related field.
Are welcome JR, MID or Sr profiles with experience in ITIL framework, service desk management, incident and problem management.
Excellent analytical and problem-solving skills.
Strong communication and interpersonal skills to effectively collaborate with teams and stakeholders.
Ability to work independently and handle multiple priorities.
ITIL certification is a plus.
Fluent in English, both written and spoken.
Competitive salary
Above-law benefits
Career growth and development plan
Remote work scheme
Support for home office setup