ServiceNow & IT Service Management Specialist (Airports Support)

Are you ready to take off your career at one of the best places to work? At Aeromexico, we are dedicated to offering our passengers the best travel experience. This is possible thanks to having the best talent in the industry. We strive to help all our employees grow, develop, and reach their full potential to achieve success in an inclusive, diverse, and equal environment.Are you up for the challenge? We are looking for an ServiceNow & IT Service Management Specialist to deliver extraordinary experiences for our customers.This role is ideal for a Service-oriented, Collaborative and Analytical individual who understands how to manage and coordinate internal workgroups and external suppliers to ensure excellent service delivery focused on user experience and operational continuity, driving innovation, agility, and continuous process improvement. He strengthens the implementation and governance of ITIL processes across different system areas and actively participates in incident, problem, and change control sessions to ensure effective resolution and risk mitigation. He oversees service management providers to guarantee optimal performance aligned with operational needs, while developing strategies that enhance the efficiency and responsiveness of ITIL processes. Additionally, he coordinates the integration of service management platforms with other cloud-oriented areas of the organization, fostering collaboration, transparency, and continuous improvement.Educational requirements: Bachelor’s degree in Engineering, preferably in Computer Science, Systems, Robotics, or Communications.Experience: Minimum 3 years of experience in IT service management under ITIL framework.Experience in customer service and VIP support.Proven experience in technical support for end users, incident and change management, and project execution.Experience developing metrics, KPIs, and reporting tools for performance analysis and improvement.Experience managing or supporting digital and cloud services.Skills to succeed: Strong understanding of ITIL v3/v4 processes and service delivery.Proficiency with ServiceNow or similar service management platforms.Analytical skills for metrics interpretation and trend reporting.Ability to coordinate multi-area service operations and manage providers.Orientation to continuous improvement, innovation, and agility.Desirable: ITIL certification, experience in service automation or self-service platform implementation, and knowledge of IT security practices.Join us! Aeromexico is the ideal place to unleash your potential in a diverse, equitable, and inclusive environment where you can grow professionally and embrace our culture.Fasten your seatbelt! This is your chance to elevate the journey into an extraordinary experience.Aeromexico provides equal opportunities and does not discriminate against employees or applicants based on their race, religion, sex, country of origin, age, disability, sexual orientation, gender identity and expression, pregnancy, or illness. Important: The Aeromexico Talent Acquisition team will identify themselves properly and will never request payments or banking information during the selection process. Please check our job openings only through official channels.