Job Information
Nestle IS/IT Operations Specialist - IT Service Experience in Ciudad de Mexico, Mexico
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.
are seeking an experienced ITSM Operations Specialist with a strong focus on Automation and AI to join our dynamic IT team. The ideal candidate will be responsible for optimizing and automating IT service management global processes to enhance efficiency, reduce manual tasks, and improve overall service delivery. This role requires a blend of ITSM expertise, AI knowledge, and automation skills to drive digital transformation initiatives across the organization.
As an ITSM Operations Specialist, you will work closely with cross-functional teams to design, implement, and maintain automated workflows, 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:
• ITSM Process Optimization: Analyze, design, and improve IT service management processes, with a focus on automation and efficiency. Streamline incident, problem, change, service request, continuous improvement and business services workflows.
• AI and Automation Integration: Lead implementation of AI-driven solutions, such as chatbots, virtual agents, and predictive analytics, to automate routine tasks, enhance decision-making, and improve IT performance.
• Automation Tools Management: Utilize and manage automation tools (e.g., RPA, scripting, low-code platforms) to automate repetitive IT tasks and processes.
• Collaboration: Work closely with IT teams, business units, and external vendors to identify opportunities for AI and automation in IT operations. Ensure alignment with the organization's strategic objectives.
• Use Case: Create and maintain detailed use case automated workflows, AI solutions, and ITSM processes to ensure knowledge sharing and compliance with organizational standards.
• Training and Support: Provide training and support to IT staff on the use of AI and automation tools within the ITSM framework.
• Benchmarking: Bring new solutions, understand ITSM industry new emerging technologies (ServiceNow or outside)
Required Profile:
• Bachelor's degree in Computer Science, Information Technology, or a related field.
• 3+ years of experience in IT Service Management.
• Proven experience in AI and automation technologies, with a focus on IT operations.
• Hands-on experience with ITSM platforms (e.g., ServiceNow, BMC Remedy) and automation tools (e.g., Flow Designer, Ansible, UiPath, Power Automate).
• Strong understanding of ITIL framework and ITSM processes.
• Knowledge of AI technologies like machine learning, natural language processing (NLP), and robotic process automation (RPA).
• Proficiency in scripting languages (e.g., Python, PowerShell).
• Strong analytical and problem-solving abilities.
• Excellent communication and collaboration skills.
• Ability to manage multiple projects and priorities in a fast-paced environment.
Preferred Qualifications:
• TIL certification (Foundation or higher).
• Experience with AI-based service desk tools (e.g., IBM Watson, Microsoft AI).
• Certifications in automation tools (e.g., UiPath Certified Professional, Blue Prism Developer).
Somos Nestlé, la compañía de alimentos y bebidas líder en el mundo. Más de 308,000 colaboradores comprometidos con nuestra misión: mejorar la calidad de vida y contribuir a un futuro más saludable. Nuestros valores están enraizados en el respeto: respeto hacia nosotros mismos, respeto hacia los otros, respeto a la diversidad y respeto a nuestro futuro. Estamos presentes en más de 85 países con más de 413 fábricas. Creemos que nuestros colaboradores son nuestro activo más importante, y estamos comprometidos en ofrecerte un ambiente laboral internacional, inclusivo y dinámico con muchas oportunidades a lo largo de nuestros diferentes negocios, funciones y geografías, trabajando con equipos y culturas diversos. ¿Quieres saber más? Visítanos en www.nestle.com.