IT Service Management (ITSM) Specialist - Remote

Overview

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.

In Short

• 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.

Requirements

• Experience in IT Service Management and familiarity with ITIL practices.
• Strong analytical and problem-solving skills.
• Excellent communication and interpersonal skills.
• Ability to work collaboratively in a team environment.
• Experience with ITSM tools and software.
• Proven track record in service desk operations.
• Ability to drive process improvements.

Benefits

• Competitive salary and benefits package.
• Opportunities for professional development and training.
• Dynamic and innovative work environment.
• Exposure to various industries and technologies.
• Supportive team culture.