IT Documentation Specialist with ITIL (Junior Project Administrator)

Description

Position Summary: We are seeking an IT Documentation Specialist or Junior Project Administrator to manage IT services, document processes, and ensure continuous service improvement. Key Highlights: 1. ITIL process management and tracking (incidents, problems, changes) 2. Creation and maintenance of process documentation and IT manuals 3. Participation in continuous improvement of ITSM processes and service optimization We are looking for an IT Documentation Specialist or Junior Project Administrator. **Key Responsibilities:** * Manage and track **IT Service Management (ITIL)** processes: incidents, problems, and changes. * Create and maintain up-to-date **process documentation, procedures, and IT operational manuals**. * Ensure proper execution of **ticket management workflows** within the service desk. * Monitor and track **operational SLAs/KPIs**, identify deviations, and propose improvements. * Participate in **continuous improvement of ITSM processes**, optimizing service response times and efficiency. * Collaborate with support, infrastructure, and development teams to ensure **proper service operation**. * Support implementation and adoption of **ITIL best practices** within the team. * Generate operational reports and presentations on **service performance**. * Document recurring incidents and build an internal **knowledge base**. * Ensure correct ticket classification, prioritization, and resolution according to defined processes. Employment Type: Full-time Salary: $15,000.00 - $20,000.00 per month Experience: * ITIL: 2 years (Mandatory) Work Location: Hybrid remote in 04640, El Reloj, CDMX