ITSM Coordinator 8336

We are looking for an ITSM Coordinator with experience in IT service management, ITSM tool administration, and continuous improvement of technology processes.

The selected candidate will be responsible for coordinating, implementing, and optimizing IT service management processes, ensuring service availability, quality, and security, as well as compliance with Service Level Agreements (SLAs).

We are seeking a professional with strong knowledge of Jira Service Management, ITIL, Incident Management, and Tier 2 Technical Support, along with excellent leadership, analytical, and results-oriented skills.

Key Responsibilities

• Manage, implement, and optimize ITSM processes, including incident, problem, change, configuration, and service level management.
  

• Manage and oversee Jira Service Management, ensuring its proper use by the ITSM analyst team.
  

• Administer Jira tools used in the Solvo and Vensure environments.
  

• Coordinate and provide Tier 2 technical support, ensuring the timely resolution of incidents and service requests.
  

• Ensure compliance with Service Level Agreements (SLAs) and quality standards.
  

• Oversee IT asset configurations and manage changes to prevent service disruptions.
  

• Prepare reports, management dashboards, and Key Performance Indicator (KPI) analyses.
  

• Identify opportunities for automation, optimization, and continuous improvement of ITSM processes.
  

• Coordinate activities with IT infrastructure, operations, development, and technology project teams.
  

• Conduct weekly follow-ups on project progress, objectives, and deadlines.
  

• Maintain up-to-date technical documentation, procedures, policies, and incident records.
  

• Coordinate and supervise the activities of the ITSM analyst team.
  

Requisitos

Mandatory Requirements

• Bachelor's degree in Systems Engineering, Telecommunications, Electronic Engineering, Computer Science, Software Development, Industrial Engineering, or a related field.
  

• Minimum of 2 years of experience in incident management, service request management, and Tier 2 technical support.
  

• Experience administering and managing ITSM tools.
  

• Strong knowledge of Jira Service Management.
  

• Knowledge of ITIL and ITSM processes and best practices.
  

• Experience in incident, problem, change, and service level management.
  

• Knowledge of Microsoft Office 365 administration.
  

• Advanced Microsoft Excel skills for data analysis and reporting.
  

• Knowledge of JQL (Jira Query Language) for querying and managing information in Jira.
  

• Knowledge of hardware and software troubleshooting in Windows, Linux, or macOS environments.
  

• Knowledge of data network administration and IT infrastructure resource management.
  

• Ability to prepare reports, analyze performance indicators, and monitor the achievement of objectives.
  

• Knowledge of English and proficiency in Spanish.
  

Preferred Qualifications

• Experience with Power BI for data visualization and performance indicator analysis.
  

• Additional training in ITSM and ITIL service management.
  

• Experience in continuous improvement of technical support processes and IT service management.
  

Skills and Competencies

• Leadership and team coordination.
  

• Effective communication and customer service orientation.
  

• Analytical thinking and problem-solving skills.
  

• Strong organizational, planning, and time management skills.
  

• Decision-making abilities.
  

• Risk, change, and critical incident management.
  

• Attention to detail and results-oriented mindset.
  

• Proactivity, autonomy, and collaborative teamwork.