DIGITAL PROCESS ENGINEER (ITSM & INTEGRATIONS)

Lafarge Africa Plc; Colombia; Presencial; COP 50.000.000 - 90.000.000; Jornada completa

Descripción de la vacante

Holcim Americas Digital Center seeks an ITSM Digital Process Engineer to drive process engineering, massive workflow automation, and data analytics across ITSM ecosystems in the Americas. Design, build, and maintain automation rules (Jira/ServiceNow), cloud data pipelines (ETL/BigQuery), and executive dashboards (Looker Studio) to optimize IT service quality and empower data-driven decisions.

Ideal candidates have a Bachelor's degree in IT or related fields, 2+ years in ITSM or automation,

Formación

• Bachelor’s degree in IT, software engineering, or related field.
• Minimum 2 years of domain experience in ITSM, process engineering, or automation roles.
• Hands-on experience with REST APIs, Jira, and ServiceNow.
• Familiarity with Data Analytics & Cloud tools (BigQuery, GitLab, Looker Studio, Qlik Sense).
• Strong teamwork, autonomy, and communication skills; fluency in English (B2) required.

Responsabilidades

• Identify, design, and maintain automated rules in Jira Service Management and ServiceNow to optimize Change Management and release flows.
• Develop, update, and monitor Python scripts and Google Apps Script projects to automate ETL into BigQuery for ITSM metrics.
• Configure and support Exalate Groovy scripts for real-time data flow between Jira and ServiceNow.
• Own reporting stack across Looker Studio and Qlik Sense, delivering KPIs and dashboards while ensuring data integrity.
• Manage production code in GitLab for traceability and stable scheduled jobs.
• Explore AI-assisted automation use cases to improve data classification and efficiency.
• Maintain automated routines for backlog health monitoring and change control compliance.

Conocimientos

REST APIs

Educación

Bachelor’s Degree in Information Technology, Software Engineering, or related fields

Herramientas

Jira

ServiceNow

BigQuery

GitLab

Looker Studio

Qlik Sense

Descripción del empleo

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Holcim buildsprogress for people and the planet. As a global leader in innovative and sustainablebuilding solutions, Holcim is enabling greener cities, smarter infrastructure and improving living standards around the world. Withsustainabilityat the core of its strategy Holcim is becoming anet zero company, with its people and communities at the heart of its success. The company is driving the circular economy as a world leader in recycling to build more with less. Holcim is the company behind some of theworld’s most trusted brandsin the building sector including ACC, Aggregate Industries, Disensa, Firestone Building Products, Geocycle, Holcim and Lafarge. Holcim is 70,000 people around the world who are passionate about building progress for people and the planet through four business segments: Cement, Ready-Mix Concrete, Aggregates and Solutions & Products.

Americas Digital Center (ADC) is one of Holcim’s three global hubs driving digital transformation. As a strategic ally within our Global IT organization, our team of 400+ professionals enables global operations through expertise in Data Analytics, Cloud Computing, and Global Vendor Management.
We are part of Holcim, the world leader in sustainable building solutions. Together with 45,000 colleagues worldwide, we are on a mission to decarbonize construction and improve living standards through innovation.
As a certified Top Employer, we offer an exceptional environment where visionary talent thrives. We look for disruptive thinkers ready to embrace new challenges and shape the future of technology in a culture of continuous growth.

ROLE DESCRIPTION

As an ITSM Digital Process Engineer, you will be responsible for driving process engineering, massive workflow automation, and data analytics across our ITSM ecosystems in the Americas. You will design, build, and maintain automation rules (Jira/ServiceNow), cloud data pipelines (ETL/BigQuery), and executive dashboards (Looker Studio/Qlik Sense) to optimize IT service quality, ensure compliance, and empower data-driven decision-making across all levels of the organization.

RESPONSIBILITIES

• Workflow & Process Automation: Identify, design, and maintain automated rules in Jira Service Management and ServiceNow to optimize Change Management, approvals, status transitions, and Agile release flows.
• Data Pipelines & ETL Engineering: Develop, update, and monitor Python scripts and Google Apps Script projects to automate data extraction, transformation, and loading (ETL) into BigQuery for ITSM metrics.
• Platform Integration: Configure, maintain, and support Exalate Groovy scripts and synchronization rules to ensure seamless real-time data flow between Jira and ServiceNow for business squads.
• Business Intelligence & Reporting: Own and maintain the reporting stack across Looker Studio and Qlik Sense, delivering KPIs, executive dashboards, and operational reports while ensuring data integrity during platform migrations.
• Version Control & CI/CD: Manage, version, and synchronize production code in GitLab repositories to ensure traceability, alignment, and stable scheduled jobs.
• AI-Driven Innovation: Identify and implement AI-assisted automation use cases to improve data classification, summarization, and operational efficiency within ITSM processes.
• Backlog & Compliance Management: Maintain automated routines for backlog health monitoring (e.g., auto-cancellation of unprioritized requests) and enforce change control compliance.

PROFILE

Education: Bachelor’s Degree in Information Technology, Software Engineering, or related fields.

Experience: Minimum 2 years of domain experience in ITSM, process engineering, or automation roles

Technical Skills:

Hands-on experience with REST APIs, Jira, and ServiceNow.

Familiarity with Data Analytics & Cloud tools (BigQuery, GitLab, Looker Studio, Qlik Sense).

Soft Skills: Collaborative team player, strong autonomy, assertive communication, ability to handle ambiguity, and a service excellence mindset.

Language: English B2 (Fluency in written and verbal communication is mandatory).

On top of all, you will work in an amazing working environment, with great career opportunities that can be shaped from day 1, a ton of amazing talent to learn from, social responsibility activities, fun month’s end fridays and much, much more.