**Description** GEPP, a leading brand portfolio development company with national presence and over 46,000 collaborators, invites you to become part of its great family as: **Senior Service Management Analyst** Work Location: Iztacalco, CDMX. **Talent Profile** Education: Bachelor's degree in computer systems, informatics, computer engineering, or related field. Experience: Minimum 2 years in Service Desk. **EXPERIENCE/KNOWLEDGE**: * Experience in IT service management, preferably in Service Desk or technical support areas. * Demonstrable experience in SLA/KPI analysis, executive reporting, and continuous improvement management. * Solid understanding of ITIL v4 practices (Incidents, Problems, Changes, Requests, Service Levels, Knowledge). * Proficiency in Excel, Power BI, and other data analysis tools. * Basic knowledge of self-service metric automation. **RESPONSIBILITIES**: * Monitor compliance with Service Level Agreements (SLA), Key Performance Indicators (KPI), and Operational Level Agreements (OLA), identifying deviations and proposing action plans. * Monitor operational quality and end-user experience, ensuring consistency in incident, request, and problem handling and management. * Generate and analyze Service Desk performance reports, identifying trends, improvement opportunities, and root causes of non-compliance. * Participate in periodic metric reviews and service follow-up meetings with internal teams and clients. * Design, document, and optimize ITSM processes and workflows, aligned with frameworks such as ITIL and internal policies. * Coordinate internal audits for operational compliance and service quality; support the definition and tracking of continuous improvement and service maturity plans. * Participate in service catalog management, ensuring clarity of service commitments and their operational traceability. **Desirable Additional Knowledge**: * Experience with ITSM tools desirable. * ITIL v4 certification * Knowledge or certification in ISO 20000 * Quality management: control and improvement methodologies (PDCA, Lean, Six Sigma, Kaizen). * Familiarity with KCS (Knowledge\-Centered Service) * Project management (KANBAN, Scrum) At GEPP, we value talent: **We Offer**: * Competitive salary * Legal and superior benefits **SUCCESS STORIES START HERE**! "Participation in recruitment, evaluation, selection, and hiring processes at GEPP and/or affiliated companies is completely free of charge. If anyone requests money deposits or other compensation for participation in these processes, ignore it and report it. GEPP assumes no responsibility in such cases."