Incident, Request & Knowledge Manager (ITSM)

TL;DR

Incident, Request & Knowledge Manager (ITSM): Managing operational governance for incident, request, and knowledge management practices to ensure service stability with an accent on operational governance and coordination. Focus on coordinating major incidents, optimizing resolution flows, and enhancing knowledge reuse to improve overall service quality.

Location: Mexico City, Mexico (In Person)

Company

hirify.global runs and reimagines mission-critical technology systems, providing AI-powered insights to drive advantage for leading global businesses.

What you will do

• Coordinate Incident, Major Incident, Request, and Knowledge Management operations to ensure consistent service handling.
• Act as the central coordination point during major incidents, ensuring structured escalation and timely service restoration.
• Oversee incident resolution flow and request fulfillment, validating prioritization and SLA adherence.
• Promote the creation, maintenance, and reuse of knowledge articles to reduce recurring incidents.
• Analyze operational trends and risks to drive service improvements and better user experience.

Requirements

• 3+ years of experience in IT operations or IT Service Management (ITSM) roles.
• Intermediate knowledge of ITIL 4 practices, including Incident, Request, and Knowledge Management.
• Experience working with ITSM tools, preferably ServiceNow.
• Ability to manage escalations and work under pressure during crisis situations.
• Intermediate to advanced English proficiency for technical documentation and global communication.
• Must be based in Mexico City for in-person work.

Nice to have

• Bachelor’s degree in Information Technology, Systems, or a related field.
• ITIL 4 Foundation certification.
• Experience using dashboards and reporting tools for trend analysis.
• Experience supporting knowledge bases and self-service portals.

Culture & Benefits

• Hybrid-friendly culture with a strong emphasis on employee well-being.
• Be Well programs supporting financial, mental, physical, and social health.
• Access to professional certifications from Microsoft, Google, and Amazon.
• Inclusive environment focused on kinship, empathy, and shared success.
• Personalized development goals and continuous feedback loops.