ServiceNow ITSM Support Specialist (Hybrid)

Aptar Italia S.P.A.; Santiago de Querétaro; Presencial; MXN 391.000 - 614.000; Jornada completa

Descripción de la vacante

Aptar Italia S.P.A. is seeking an IS Professional, IS Support Service Administration, based in Queretaro, Mexico.

This hybrid role supports day-to-day ITSM processes and the ServiceNow platform, focusing on data accuracy, user support, testing, and documentation to ensure stable service delivery. You will work with experienced team members, process owners, and vendors to resolve incidents, requests, and problems within the role's scope while gaining practical ServiceNow knowledge in a global

Formación

• Bachelor's degree in Computer Science, Information Technology, or a related field.
• Experience in IT support, ITSM, ServiceNow administration, or similar IT support environment.
• Basic understanding of ITSM processes such as incident, request, change, or knowledge management; ITIL knowledge or certification is a plus.

Responsabilidades

• 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.

Conocimientos

ServiceNow administration

ITSM processes

Testing

Documentation

User support

Data quality checks

Educación

Bachelor's degree in Computer Science or Information Technology

Herramientas

ServiceNow

Descripción del empleo

Aptar Italia S.P.A. is seeking an IS Professional, IS Support Service Administration, based in Queretaro, Mexico.

This hybrid role supports day-to-day ITSM processes and the ServiceNow platform, focusing on data accuracy, user support, testing, and documentation to ensure stable service delivery. You will work with experienced team members, process owners, and vendors to resolve incidents, requests, and problems within the role's scope while gaining practical ServiceNow knowledge in a global