ITSM Data Operations Specialist

About IT in Nestlé
We are a team of IT professionals from many countries and diverse backgrounds, each with unique missions and challenges in the biggest health, nutrition and wellness company of the world. We innovate every day through forward-looking technologies to create opportunities for Nestlé’s digital challenges with our consumers, customers and at the workplace. We collaborate with our business partners around the world to deliver standardized, integrated technology products and services to create tangible business value.  

We are seeking an experienced ITSM Data Operations Specialist with a strong focus on data-driven decisions. The ideal candidate will be analyzing and interpreting large sets of data to extract valuable insights and drive decisions in IT Service Management Global processes to enhance efficiency, providing solutions and improve overall service delivery. This role requires a blend of ITSM expertise, outstanding interpretation of data analysis and predictive models to drive digital transformation initiatives across the organization.
As an ITSM Data Operations Specialist, you will work closely with cross-functional teams to design, implement, and maintain reports, dashboards, and data-driven insights, leveraging AI technologies and ITSM platforms. Your efforts will ensure that the IT infrastructure operates smoothly, efficiently, and in alignment with industry best practices.

Position Snapshot
Location: Nestlé México
Stream: Workforce 360
Type of Contract: Permanent
 

Key Responsibilities:
•    Analyzing and interpreting large sets of data: Collect and analyze data from various sources to identify trends, patterns, and insights related to IT Service Management processes.

•    Driving data-driven decisions: Work close to Product Owners on the implementation of AI-driven solutions, such as Swish.AI and ServiceNow predictive analytics, to enhance decision-making, and improve IT performance.
•    Driving digital transformation initiatives: Use data analysis and insights to support digital transformation efforts across the organization, proactively identifying opportunities for ITSM (incident, request, knowledge, problem, etc) process optimization and innovation in IT Service Management.
•    Collaborating with cross-functional teams: Work closely with teams from different departments and regions, such as IT, operations, and business stakeholders, to understand their needs and develop data-driven solutions.
•    Designing and implementing reports and dashboards: Create visually appealing and informative reports and dashboards that present key metrics and insights to stakeholders, leveraging AI technologies and ITSM platforms.
•    Stakeholders: Create, present, communicate and constantly develop communities and build relationships with great storytelling and communication skills.
•    Training and Support: Provide training and support to IT staff on data-driven solutions, AI and correlation with IT and ITSM practices.
•    Benchmarking:  Bring innovative solutions, understand ITSM industry new emerging technologies (ServiceNow or outside)

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

•    Proven experience in Data analytics with focus on IT.
•    AI and automation technologies.
•    2+ years of experience in IT Service Management.
•    Hands-on experience with ITSM platforms (ServiceNow, Predictive Intelligence, Clustering, Swish AI, etc)
    Technical Skills:
•    Strong background in Data Analytics and science.
•    Strong understanding of ITIL framework and ITSM processes.
•    Knowledge of AI technologies like machine learning, predictive intelligence, clustering, etc.
•    Knowledge of PowerBI and ServiceNow.
    Soft Skills:
•    Strong analytical and problem-solving abilities.
•    Excellent communication and collaboration skills.
•    Ability to manage multiple projects and priorities in a fast-paced environment.

     Desirible:
•    ITIL certification (Foundation or higher).

•    Experience with AI-based platforms (e.g., ServiceNow, IBM Watson, Microsoft AI).
•    Certified Data Scientist (CDS), Certified Analytics Professional (CAP), or Microsoft Certified: Azure Data Scientist Associate