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Full-time
bachelor degree
Posted 51d ago
Apply by Jun 28
~40 hrs/week
Spanish
Responsibilities
Ensure the execution, control, and continuous improvement of IT Service Management (ITSM) processes to guarantee operational efficiency and service agreement compliance. Analyze service performance, manage incidents and problems, and develop operational reports and dashboards to support decision-making.
Requirements
Requires a professional degree in Systems Engineering, Industrial Engineering, or related fields with 1 to 3 years of experience in IT service management. Must have knowledge of ITIL frameworks, operational metrics analysis, and basic to intermediate knowledge of Agile methodologies.
Full job description
Descripción larga
¡Cada vez estás más cerca de alcanzar nuevos destinos!
Queremos que hagas parte de este emocionante viaje, donde podrás crecer profesionalmente y desarrollar tu potencial junto a un equipo altamente capacitado, colaborativo y enfocado en la excelencia operacional. 🎯
Estamos buscando un Especialista I de ITSM
Este rol tiene como objetivo asegurar la ejecución, control y mejora continua de los procesos de Gestión de Servicios de TI (ITSM), garantizando altos niveles de calidad, eficiencia operativa y cumplimiento de los acuerdos de servicio. Será responsable de analizar el desempeño de los servicios, identificar oportunidades de mejora, gestionar incidentes y problemas, y apoyar la implementación de prácticas y estándares que contribuyan a la estabilidad y evolución de la operación tecnológica.
Funciones específicas:
Ejecutar y dar seguimiento a los procesos de Gestión de Servicios de TI, incluyendo gestión de incidentes, problemas, cambios, requerimientos, catálogo de servicios, conocimiento y monitoreo.
Analizar tendencias y recurrencia de incidentes en servicios y sistemas tecnológicos, generando registros de problemas y contribuyendo a la identificación de causas raíz.
Coordinar el seguimiento a la resolución de problemas e incidentes con las áreas involucradas, asegurando el cierre oportuno y la mejora continua del servicio.
Analizar información operativa y elaborar reportes e indicadores que permitan medir el desempeño de los procesos y servicios de TI.
Realizar seguimiento a planes de mejora derivados de métricas operativas, auditorías o análisis de desempeño.
Monitorear el cumplimiento de los acuerdos de nivel de servicio (SLA) y acuerdos de nivel operacional (OLA), identificando desviaciones y proponiendo acciones correctivas.
Mantener actualizados dashboards, reportes y bases de datos históricas que soporten la toma de decisiones y el análisis de tendencias.
Apoyar la implementación y documentación de procesos, procedimientos y estándares de gestión de servicios.
Participar en iniciativas de mejora continua orientadas a optimizar la experiencia de usuario y la eficiencia operativa.
Colaborar con equipos multidisciplinarios para garantizar la calidad y estabilidad de los servicios tecnológicos.
Check-in / Requisitos para abordar:
Formación académica: Profesional en Ingeniería de Sistemas, Ingeniería Industrial o carreras afines.
Experiencia: Entre 1 y 3 años de experiencia en gestión de servicios de TI, análisis de datos operativos, gestión de incidentes, problemas, requerimientos o procesos de soporte tecnológico.
Conocimientos en marcos de trabajo ITIL y buenas prácticas de Gestión de Servicios de TI.
Experiencia en seguimiento de indicadores, elaboración de reportes y análisis de métricas operativas.
Conocimiento en gestión de SLA y OLA.
Deseable experiencia en herramientas de gestión de casos o mesas de servicio.
Conocimientos básicos o intermedios en metodologías ágiles (Scrum, Kanban) y gestión de proyectos.
Lugar de la vacante: Bogotá, Colombia.
Sabemos que contigo ¡vamos a ganar! 🚀
Competencias
DAccountability
DColaboración
MAgilidad
MAccountability
IAccountability
IAgilidad
IColaboración
IServicio
ICultura
DServicio
Related keywords
ITSMITILIncident ManagementProblem ManagementChange ManagementSLAOLARoot Cause AnalysisService CatalogOperational ExcellenceScrumKanbanAgileKPIsDashboardsSystems Engineering
About Aerovias Del Continente Americano S.A. Avianca
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Frequently asked questions
How many Technology jobs are open in Bogota, Colombia right now?
There are currently 314 open technology positions in Bogota, Colombia listed on Clera. New openings are added daily as companies post roles.
Which companies are hiring for Technology roles in Bogota, Colombia?
Companies currently hiring include AgileEngine, Capgemini, Oracle, Sofka Technologies, Colsubsidio, among others. Browse the listings above to see every active employer.
Are there remote or hybrid Technology jobs in Bogota, Colombia?
Yes — 203 of the 314 open technology positions offer remote or hybrid work (108 remote, 95 hybrid).
How do I apply for Technology jobs in Bogota, Colombia?
Each listing links directly to the employer's application page. Apply early — fresh listings get the most recruiter attention in the first two weeks.