Found Description
Area(s) of Responsibility
IT Service Management - MEXICO
- Service Request Management: Oversee the fulfillment of IT service requests. Ensure requests are categorized, routed, and resolved efficiently according to established Service Level Agreements (SLAs).
- Platform Administration & Usage: Utilize ServiceNow as the primary ITSM tool for tracking, reporting, and managing tickets. Leverage Jira to bridge communication and workflow between the IT Service Desk and development/engineering teams.
- Support/test UX/UI improvement initiatives for the OneService Portal.
- Process Adherence & Improvement: Champion ITIL best practices across the organization. Identify trends in incidents and service requests to recommend workflow optimizations and shift-left opportunities.
- Stakeholder Communication: Maintain clear, timely, and professional communication with end-users, IT support teams, and external vendors throughout the ticket lif...