ITSM Analyst (ServiceNow)

Aptar; Santiago de Querétaro; Híbrido; MXN 300.000 - 460.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Personal development programs

Competitive bonus plan

Community involvement

Descripción de la vacante

Aptar is seeking an IS Professional, IS Support Service Administration, based in Queretaro, Mexico. This hybrid role supports ITSM processes and the ServiceNow platform, focusing on data accuracy, user support, testing, and documentation.

You will work with experienced teammates to ensure consistent service delivery, with opportunities to learn ServiceNow and ITSM practices in a global context.

Formación

• Bachelor’s degree in CS/IT or related field.
• First practical experience in IT support, ITSM or ServiceNow administration.
• Basic understanding of ITSM processes (incident, request, change, knowledge).
• Initial exposure to ServiceNow configuration, workflows or reporting is a plus.

Responsabilidades

• Perform routine ServiceNow administration, including user access support and data quality checks.
• Support ITSM processes by handling standard requests and following up on missing/incorrect information.
• Assist with troubleshooting by collecting info, reproducing issues, and escalating complex topics.
• Participate in testing for enhancements, fixes and platform updates and document results.
• Maintain work instructions, troubleshooting notes, user guidance and FAQs.

Conocimientos

Reliability & structure

Service-oriented

Communication skills

Willingness to learn ServiceNow

Problem analysis

Adaptability

Team collaboration

Educación

BSc in CS/IT or related

Herramientas

ServiceNow

Descripción del empleo

Aptar is seeking an IS Professional, IS Support Service Administration, based in Queretaro, Mexico. This is a hybrid with a global scope. The IS Professional supports the day-to-day operation of IT Service Management processes and the ServiceNow platform. The role focuses on maintaining accurate data, supporting users, handling routine administrative activities, assisting with testing and documentation, and helping ensure that agreed processes are followed consistently. The position works closely with more experienced team members, process owners, and support teams to build practical ServiceNow and ITSM knowledge while contributing to stable and efficient service delivery.

As IS Professional, IS Support Service Administration, you will

• Perform routine ServiceNow administration activities, including user access support, basic configuration maintenance, and data quality checks.
• Support ITSM processes by handling standard requests, reviewing process-related records, and following up on missing or incorrect information.
• Assist with troubleshooting ServiceNow issues by collecting information, reproducing reported behavior, documenting findings, and escalating complex topics when required.
• Participate in testing activities for enhancements, fixes, integrations, and platform updates, including test execution and issue documentation.
• Maintain technical and process documentation such as work instructions, troubleshooting notes, user guidance, and FAQ content.
• Work with IT support teams, process owners, and vendors to support incident, request, and problem resolution within the agreed scope of the role.
• Assist with ServiceNow workflow, catalog, and integration-related activities under guidance from experienced administrators or platform owners.
• Support selected automation or chatbot-related ITSM activities, mainly through testing, content updates, monitoring, and user feedback follow-up.

Who we are looking for

• Reliable, structured, and service-oriented working style.
• Good communication skills and ability to work with colleagues across different IT teams and locations.
• Willingness to learn ServiceNow, ITSM processes, and related support practices in a practical environment.
• Ability to analyze standard issues, document observations clearly, and follow defined procedures.
• Comfortable working with changing priorities while maintaining accuracy and follow-through.
• Open to feedback and able to apply guidance from more experienced team members.
• Collaborative mindset with a willingness to support team goals and share relevant information.

Education

• Bachelor's degree in Computer Science, Information Technology, or a related field.

Experience

• First practical experience in IT support, ITSM, ServiceNow administration, or a comparable IT application support environment.
• Basic understanding of ITSM processes such as incident, request, change, or knowledge management; ITIL knowledge or certification is a plus.
• Initial exposure to ServiceNow configuration, workflows, reporting, or platform administration is an advantage.
• Experience with testing, documentation, user support, or process follow-up activities is beneficial.

Who We Are

At Aptar, we leverage insights, design, engineering and science to develop drug and consumer product dosing, dispensing and protection technologies for many of the world’s leading brands. Aptar in turn makes a meaningful difference in the lives, looks, health and homes of millions of patients and consumers around the world. Our innovations nasal drug delivery for emergency medicines, precise fragrance applications, mess-free ketchup dispensing for kids, connected technologies that support patients in adhering to their treatments and much more

With manufacturing facilities across North America, Europe, Asia, and South America, and a dedicated team of over 13,000 employees in about 20 countries, Aptar is committed to creating impactful innovations for our customers and their consumers.

Our Culture

At Aptar, our success is driven by the individuals who contribute their unique talents and perspectives every day. We believe that when you bring your authentic self to work, we all thrive.

How We Support Our Employees

• An exciting, inclusive and value-based working environment
• Award-winning corporate university offering personal development and training opportunities.
• Competitive base salary and performance-based bonus plan.
• Contribute to the communities where we reside.

Aptar is an equal opportunities employer. We believe that a diverse workforce is key to our success. We welcome applications from all members of society irrespective of age, sex, disability, sexual orientation, race, religion or belief.