Job Summary: Administer and evolve ITSM and Contact Center platforms, leading initiatives for continuous improvement, automation, and process optimization. Key Highlights: 1. Lead initiatives for continuous improvement and process automation. 2. Collaborate in translating business needs into technological solutions. 3. Design and implement scalable and secure integrations. **Description:** ---------------- **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 service delivery processes. * Collaborate with operational, technical, and business units to identify innovation opportunities. * Translate operational and business requirements into practical, scalable technological solutions. * Design, implement, and manage system integrations, ensuring scalability, security, and alignment with business operational needs. * Configure, administer, and optimize ITSM platforms, aligning their functionalities with service management processes (incidents, requests, changes, and problems). * Design and implement operational process automations and orchestrations, reducing manual tasks, resolution 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, platform adoption, and governance activities. * Collaborate with technical and operational teams (development, infrastructure, support) to ensure correct implementation and adoption of solutions. **We Offer:** * Monthly gross salary of $25,000 to $30,000 based 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 **Requirements:** --------------- **Requirements:** * Bachelor's degree in a field related to information technology. * ITIL Foundation 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 programming languages for software development. * Data analytics.
Juan García
Indeed · HR
Juan García
Indeed · HR
