Problem Management Lead — ServiceNow & Trend Analysis

HCLTech; Región Centro; Presencial; MXN 350.000 - 600.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Family premium coverage

Savings fund 13%

Insurance: dental, vision, auto

Vacation bonus 15%

Permanent contract

Descripción de la vacante

HCLTech in Mexico seeks an experienced Problem Manager to own the lifecycle of incidents and problems, drive trend analyses, and lead cross-functional teams. The role emphasizes collaboration, learning, and servant leadership while delivering high-quality customer service.

You will leverage ServiceNow, communicate technical actions to non-technical audiences, and contribute to a proactive, results-driven support environment with strong work ethic and growth mindset.

Formación

• Minimum 3 years relevant experience in Problem Management.
• Solid experience with ServiceNow.
• Exceptional experience in trending analysis.
• Exceptional interpersonal and leadership skills with servant leadership, collaboration, facilitation and negotiation.
• Excellent written and verbal communication skills.
• Ability to communicate technical actions to a non-technical audience.
• Customer service oriented.
• Proficiency with Microsoft Office Suite, especially Excel and PowerPoint.
• Energetic with a strong work ethic and ability to learn quickly.
• Direct Hiring and permanent contract from day one.
• Vacation benefits and insurance offerings are part of the package.

Conocimientos

Problem Management

Leadership

Communication

Customer service orientation

Learning agility

Team collaboration

Herramientas

ServiceNow

Excel

PowerPoint

Descripción del empleo

HCLTech in Mexico seeks an experienced Problem Manager to own the lifecycle of incidents and problems, drive trend analyses, and lead cross-functional teams. The role emphasizes collaboration, learning, and servant leadership while delivering high-quality customer service.

You will leverage ServiceNow, communicate technical actions to non-technical audiences, and contribute to a proactive, results-driven support environment with strong work ethic and growth mindset.