Junior Incident, Request & Knowledge Manager (ITSM)
Вакансия из Hirify Global, списка международных tech-компанийДля мэтча и отклика нужен Plus
Мэтч & Сопровод
Для мэтча с этой вакансией нужен Plus
Описание вакансии
TL;DR
Junior Incident, Request & Knowledge Manager (ITSM): Coordinating operational governance for incident, request, and knowledge management practices with an accent on service restoration and process efficiency. Focus on managing major incident escalations, ensuring SLA adherence, and driving continuous improvement through knowledge base maintenance.
Location: Mexico City, Mexico (Hybrid-friendly)
Company
is a global provider of mission-critical technology services that powers business innovation through AI-driven insights and operational expertise.
What you will do
- Coordinate incident, major incident, request, and knowledge management operations to ensure consistent service delivery.
- Act as the central point of contact during major incidents to facilitate structured escalation and timely restoration.
- Validate incident resolution flows, prioritization, and SLA adherence to maintain high service quality.
- Promote the creation and reuse of knowledge articles to reduce recurring incidents and improve resolution speed.
- Analyze operational trends and risks to drive prevention actions and enhance user experience.
Requirements
- 3+ years of experience in IT operations or IT Service Management roles.
- Intermediate knowledge of ITIL 4 practices (Incident, Major Incident, Request, and Knowledge Management).
- Experience working with ITSM tools, specifically ServiceNow.
- Proven ability to manage escalations and work effectively under pressure during crisis situations.
- English proficiency: B2+ required for technical documentation and global communication.
Nice to have
- ITIL 4 Foundation certification.
- Experience with dashboards, reporting tools, and trend analysis.
- Familiarity with collaboration tools like Microsoft Teams or Zoom.
- Experience supporting Service Desk operations in a global environment.
Culture & Benefits
- Dynamic, hybrid-friendly work environment.
- Comprehensive Be Well programs supporting financial, mental, physical, and social health.
- Access to cutting-edge learning opportunities and professional certifications (Microsoft, Google, Amazon).
- Culture focused on empathy, belonging, and shared success.
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