ITSM Professional

Location: Remote from Egypt, Mexico, Brazil, Argentina, Colombia, or Chile

Company

IT service management environment focused on operational stability, process maturity, and continuous improvement.

What you will do

• Own the end-to-end change management process, including intake, review, approval, scheduling, and post-implementation review.
• Chair the Change Advisory Board, coordinating risk assessment, impact analysis, and change scheduling.
• Lead reactive and proactive problem management for major and recurring incidents.
• Facilitate root cause analysis using 5 Whys, Ishikawa, and Kepner-Tregoe methodologies.
• Maintain the known error database, workarounds, and permanent fixes while partnering with engineering and operations teams.
• Produce change and problem metrics, dashboards, executive reports, and continuous-improvement initiatives.

Requirements

• 5+ years of experience in IT service management with ownership of change and/or problem management processes.
• ITIL 4 Fouhirify.globaltion certification required.
• Hands-on experience with ITSM platforms such as ServiceNow, Jira Service Management, BMC Helix, or similar.
• Experience facilitating CAB and RCA sessions with technical and business stakeholders.
• Strong analytical, communication, stakeholder-management, and risk-based decision-making skills.
• Ability to coordinate across infrastructure, security, application, and service desk teams.

Nice to have

• ITIL Intermediate, Managing Professional, or Specialist certifications.
• Experience in regulated or high-availability environments.
• Familiarity with major incident management and handoff to problem management.
• Data analysis and reporting skills with Power BI, SQL, or equivalent tools.
• DevOps or project management certifications such as PMP or PRINCE2.

Culture & Benefits

• Remote work from the listed countries.
• Emphasis on process discipline, attention to detail, proactive problem solving, and continuous improvement.
• Cross-functional collaboration with infrastructure, security, applications, operations, and service desk teams.