Senior Specialist ITSM

Mastercard; Ciudad de México; Híbrido; MXN 1,239,000 - 1,594,000; Jornada completa

Descripción de la vacante

A leading financial technology company is looking for a Senior Specialist in ITSM. This role involves driving operational excellence in IT service management and governance. The ideal candidate will have over 4 years of experience, strong analytical skills, and proficiency in ITSM platforms like ServiceNow. Excellent communication and stakeholder management is crucial, along with the ability to handle multiple responsibilities. This hybrid role requires office presence in Mexico City three times per week.

Formación

• Minimum 4+ years of experience in IT Service Management.
• Proficiency in ITSM platforms like ServiceNow or BMC Remedy.
• Fluent in English and availability for in-office work 3 times weekly.

Responsabilidades

• Responsible for governance related to ITSM practices.
• Collaborate with technical teams to identify service gaps.
• Analyze service performance metrics for actionable insights.

Conocimientos

IT Service Management

Data-driven decision-making

Stakeholder management

Analytical skills

Organizational skills

Communication skills

Herramientas

ServiceNow

BMC Remedy

Descripción del empleo

Our Purpose

Mastercard powers economies and empowers people in 200+ countries and territories worldwide. Together with our customers, we’re helping build a sustainable economy where everyone can prosper. We support a wide range of digital payments choices, making transactions secure, simple, smart and accessible. Our technology and innovation, partnerships and networks combine to deliver a unique set of products and services that help people, businesses and governments realize their greatest potential.

Title and Summary

Senior Specialist ITSM Overview

The ITSM Program Management Specialist plays a pivotal role in driving operational excellence across IT service management and program management domains. Distributed Platforms provides the on‑premise compute and storage solutions for most of Mastercard. This position is within the team that supports governance and risk for the Program. Team members work on ITSM duties, governance and risk related to audits and assessments (both internal and external), hardware/software/license procurement, asset management, project management for the program, and overall program governance and standard operating oversight. Team members are located in Ireland, India, and US.

Key Responsibilities

• ITSM
  • Responsible for governance related to ITSM (Incident, Problem, Change, and Work Order management), ensuring correct procedures are followed and data are accurately recorded and controlled.
  • Serve as a subject matter expert on ITSM practices and ensure compliance with internal governance and external regulatory standards.
  • Collaborate with cross‑functional technical teams to identify service gaps and implement corrective actions.
  • Analyze service performance metrics and generate actionable insights for leadership.
  • Facilitate root cause analysis and post‑incident reviews for major service disruptions.
• Technical Program Management
  • Run program/project board for small risk and governance team.
  • Elaborate Features and Stories as needed.
  • Manage SLA and data points to company standards.
  • Manage ceremonies and ensure timely and appropriate communication with involved parties.

Majority of work effort will be focused on ITSM domain, estimating roughly 75/25%.

About You

• Minimum 4+ years of experience in IT Service Management, with demonstrated leadership in process ownership.
• Strong analytical and problem‑solving skills with experience in data‑driven decision‑making.
• Proficiency in ITSM platforms (e.g., ServiceNow, BMC Remedy).
• Excellent communication and stakeholder management skills.
• Proven track record of being able to plan, prioritize, and coordinate activities in alignment with a wider project plan.
• Ability to manage multiple stakeholders and communicate clearly with a range of people at different levels of the organization.
• Strong organizational skills, as well as the ability to listen, gather, and understand information about people and situations, quickly.
• Certification in ITIL or Project Management is a bonus, but not required.
• Fluent in English and has availability to be in office 3 times per week in Mexico City.

Corporate Security Responsibility

• Abide by Mastercard’s security policies and practices;
• Ensure the confidentiality and integrity of the information being accessed;
• Report any suspected information security violation or breach, and
• Complete all periodic mandatory security trainings in accordance with Mastercard’s guidelines.