### **Job Information** Department Name INFORMATION TECHNOLOGY Job Type Full time Industry Technology Service Now Ticket INC1416528 Modality WFH Work Experience 5\+ years Assigned Recruiter Contact fernando.bravo.garcia@confie.com Date Opened 12/08/2025 City Tijuana State/Province Baja California Country Mexico Zip/Postal Code 22010 ### **Job Description** The **CSI Engineer** leads the **Continuous Service Improvement (CSI)** function within the Operations Strategy Division, overseeing the identification, design, execution, and governance of improvement initiatives across all ITRSS divisions. This role supervises CSI Specialists, ensuring projects are well\-defined, measurable, and aligned with organizational goals for quality, efficiency, and resilience. The CSI Engineer also partners closely with leadership across Development, Support, Integration, and QA to embed a **culture of improvement**, ensuring that every lesson learned translates into a tangible operational enhancement. The position combines **analytical precision**, **governance oversight**, and **strategic communication**, serving as both a mentor to improvement practitioners and a bridge between tactical execution and executive decision\-making. **Job Responsibilities** **1\. CSI Program Oversight** * Supervise all CSI initiatives and activities within the Operations Strategy Division. * Lead project prioritization, scheduling, and resource assignment for the CSI team. * Ensure each initiative aligns with key organizational goals, including performance optimization, reliability, and user satisfaction. * Maintain the division’s CSI portfolio, tracking progress, outcomes, and lessons learned. * Support cross\-divisional alignment of CSI efforts with R\&D, QA, and ORP programs. **2\. Process Governance \& Methodology** * Define and implement CSI governance standards, including documentation, review cadence, and approval workflows. * Ensure consistent application of methodologies (Lean, ITIL CSI, Kaizen, etc.) across teams. * Oversee audit readiness and control documentation for CSI\-related processes. * Lead the creation and maintenance of the **CSI Playbook**, institutionalizing best practices. * Coordinate the development and tracking of corrective and preventive action plans. * Collaborate with QA and Engineering teams to confirm that lessons learned translate into systemic change. * Maintain visibility of outstanding corrective actions and ensure closure verification. **3\. Metrics, Reporting \& Performance Analytics** * Own the design, reporting, and governance of CSI metrics and KPIs. * Analyze operational data to measure the impact of implemented improvements. * Prepare and deliver quarterly reports to the Operations Strategy Manager and CSI Steering Committee. * Develop visual dashboards for continuous monitoring of improvement initiatives. * Support ORP risk mapping and resilience score updates through performance trend data. **4\. Leadership \& Mentorship** * Supervise **CSI Specialists I and II**, assigning tasks, reviewing work, and providing developmental feedback. * Facilitate weekly performance reviews, coaching sessions, and professional growth plans. * Lead retrospectives and knowledge\-sharing sessions to strengthen the improvement culture. * Act as a subject matter expert (SME) for continuous improvement of frameworks and change adoption. ### **Requirements** * In\-depth knowledge of **Continuous Improvement frameworks** (ITIL CSI, Lean, Six Sigma, or Kaizen). * Strong communication skills, advanced English level (C1\) * Strong analytical and problem\-solving skills, with expertise in RCA and performance metrics. * Understanding of **audit, governance, and compliance standards**. * Exceptional facilitation, coaching, and change management skills. * Ability to translate technical data and operational challenges into business\-driven improvement actions. * **5–7 years** of experience in process improvement, quality management, or service delivery. * Proficiency in **Power BI**, **Excel**, or equivalent analytics tools. * Experience with **Jira**, **ServiceNow**, or similar ITSM tools for data extraction and trend reporting. * Proficiency with **process visualization software**. * Skilled in **Teams**, **SharePoint**, and **Confluence** for documentation and collaboration. * Familiarity with **automation dashboards**, KPI tracking tools, and performance analytics integration. * **2–3 years** of supervisory or leadership experience in a technical or process\-driven environment. * Demonstrated success leading cross\-functional improvement projects or governance frameworks. * Bachelor’s degree in **Information Systems**, **Business**, or **Engineering**; certifications (ITIL, Lean, Six Sigma) strongly preferred. ### **Benefits** * Competitive weekly salary * Legal benefits * Christmas bonus * Savings fund * Profit sharing (PTU) * Vacation days * Vacation premium * Extra paid days off * Private medical insurance and preventative care * Friendly work environment * Financing and discounts at local restaurants and coffee shops * Growth opportunities