ITSM Platform Management and Evolution Specialist

Description

Position Summary: Administers and evolves ITSM and Contact Center platforms, leading initiatives for continuous improvement, automation, and optimization of operational processes. Key Highlights: 1. ITSM and Contact Center platform administration and evolution 2. Leadership in continuous improvement and process automation 3. Design and implementation of scalable technological solutions ***General Responsibilities*** * Administer and evolve IT Service Management (ITSM), Service Desk, and Contact Center platforms. * Research trends, new features, and technologies related to ITSM, user experience, omnichannel capabilities, and automation. * Lead initiatives for continuous improvement, automation, and optimization of operational and customer service processes. * Collaborate with operational, technical, and business units to identify innovation opportunities. * Translate operational and business needs into practical, scalable technological solutions. * Design, implement, and manage system integration solutions, ensuring scalability, security, and alignment with business operational requirements. * Configure, administer, and optimize ITSM platforms, aligning their functionality with service management processes (incidents, requests, changes, and problems). * Design and implement operational process automations and orchestrations, reducing manual tasks, response times, and human errors. · Develop and implement integrations via APIs, webhooks, or other mechanisms, ensuring appropriate authentication, authorization, and security controls. * Evaluate, propose, and implement technological tools enabling continuous improvement of platforms and processes. * Monitor the performance of integrations, automations, and platforms, generating analyses to identify improvement opportunities. * Proactively identify and resolve failures or deviations in configurations, integrations, and operational workflows. * Coordinate functional testing, validations, and change releases. * Support training, adoption, and governance activities for platforms. * Collaborate with technical and operational teams (development, infrastructure, support) to ensure correct implementation and adoption of solutions. **Requirements:** * Bachelor's degree in Information Technology or related field. * ITIL Foundations certification. * Minimum 3 years administering, configuring, and evolving ITSM and Contact Center platforms. * Experience with ITSM and Contact Center platforms. * Knowledge of ITIL and ITSM best practices. * Structured Query Language (SQL). * System and platform integration via APIs. * Robotic Process Automation (RPA). * Modern software development languages. * Data analytics. **We Offer:** * Gross monthly salary ranging from $25,000 to $30,000, depending on qualifications * Includes KPI bonus * Statutory benefits from day one and 100% nominal salary * Working hours: Monday to Friday, 9:00 AM to 6:00 PM Employment type: Full-time Salary: $25,000.00 - $30,000.00 per month Benefits: * Company parking Application Question(s): * What is your expected net monthly salary? * Do you have experience with APIs? * Do you have experience with ITSM platforms? Work location: On-site employment