Job Summary: The Dispatcher efficiently manages and distributes tickets in ServiceNow, ensuring proper routing of incidents, requests, and tasks. Key Highlights: 1. Efficient ticket management in ServiceNow 2. Participation in continuous process improvement 3. Key role in incident distribution and tracking **Net Solutions is seeking a Dispatcher in Lomas De Chapultepec - Miguel Hidalgo, Mexico City** ----------------------------------------------------------------------------------------------- The Dispatcher is responsible for the efficient management and distribution of tickets in ServiceNow, ensuring that incidents, requests, or tasks are routed to the correct group. Main Responsibilities * Review and classify incoming tickets (Incident, Request, Problem, Change, etc.). * Assign tickets to the appropriate groups or technicians based on request type, priority, and category. * Validate ticket information (completeness, categorization, impact, and urgency). * Monitor SLAs and escalate cases when necessary. * Communicate with users or technical teams to obtain additional information if the ticket is incomplete. * Track pending or reassigned tickets. * Generate performance reports (volume, response times, SLA compliance). * Participate in the continuous improvement of incident and request management processes. Technical Skills * Functional knowledge of ServiceNow ITSM (modules: Incident, Request, Problem, Change). * Experience with workflows and automated assignments (Assignment Rules, Routing). * Understanding of SLAs/OLAs and performance metrics. * Basic knowledge of ITIL v4 (particularly Incident and Request Management). * Ability to use reports and dashboards in ServiceNow. Soft Skills * Clear and effective communication. * Attention to detail and service orientation. * Analytical thinking and problem-solving skills. Requirements * Education: Technical or professional degree in computer science, systems, or related fields. * Experience: 1–2 years in similar roles (Dispatcher, Service Desk, Support Coordinator). **Desired education level:** Bachelor’s degree — completed **Desired experience level:** Expert level **Departmental function:** Technology / Internet **Industry:** IT Services and Consulting **Skills:** * Proactive * Assertive communication * Adaptability * Frustration tolerance *This job posting originates from the Talenteca.com job board:* *https://www.talenteca.com/anuncio?j_id=698e65ce24000039000d054c&source=indeed