ITSM / Incident Management Specialist

Do you want to be part of #TeamEvertec?

Here we will tell you more👇

🔸 Be part of an environment where you can contribute with your creativity, knowledge, and skills. We are the #TechnologyofthePossible; together, we can drive innovation and become leaders in the technology industry while creating exceptional experiences for our clients.

🌎 We are Evertec, a leading technology and transaction processing company with a presence in more than 11 countries and serving clients in 26 countries across Latin America and the Caribbean. Our main solutions include payment acquisition for digital commerce, transaction processing, and technological solutions for businesses.

Are you ready to shine? 🌟

Your responsibilities as an ITSM / Incident Management Specialist will be:

• Responsible for establishing, governing, monitoring, and continuously improving the IT Service Management (ITSM) framework, operational processes, controls, standards, and governance practices across the Technology organization.
• Ensure alignment between IT processes, business objectives, risk management practices, and regulatory requirements.
• Support internal and external audits by maintaining evidence, process documentation, controls, and governance artifacts.
• Partner with Risk, Compliance, Security, and Internal Audit teams to address findings and strengthen operational controls.
• Monitor and support problem management processes, ensuring timely follow-up and closure.
• Support incident management activities with technical expertise in critical situations.
• Ensure compliance with internal controls, including SOX requirements and corporate procedures.
• Ensure proper Root Cause Analysis (RCA) execution and follow-up actions.
• Track incident trends, service performance, and operational risk indicators.
• Maintain documentation and reporting related to incidents, problems, and corrective actions.
• Ensure effective incident governance by overseeing adherence to escalation protocols, facilitating cross-functional coordination, and driving compliance with established incident management frameworks and best practices.

In addition, you can make a difference if you meet:

• Bachelor’s degree in Business Administration, Systems Engineering, Industrial Engineering, Computer Science, Information Technology or related field.
• At least two (2) years of combined experience in IT Service Management (ITSM), IT operations, Problem Management, and Governance.
• Experience working with ITSM tools such as ServiceNow, eService, or similar platforms.
• Knowledge of incident, request, and catalog management, as well as service monitoring processes.
• Experience in documentation, reporting, and process improvement initiatives.
• Knowledge of IT platforms, monitoring tools, and system administration concepts.
• Experience generating reports, metrics, and trend analysis from system data.
• Strong analytical, problem-solving, and data interpretation skills.
• Excellent communication skills to interact with technical and non-technical stakeholders.
• Ability to work independently, manage multiple priorities, and operate in fast-paced environments.
• Fully bilingual (Spanish & English) – verbal and written.
• Practical experience in incident governance, including managing escalation processes, coordinating with cross-functional teams, and ensuring compliance with incident management policies and controls.

We provide excellent benefits, such as:

• Scholarship Program
• Evertec University
• Medical Insurance
• Talent Referral Program

Work hours

Monday to Friday 9:00 am to 6:00 pm

Available to work extended hours, weekends, and/or holidays as needed.

What can you expect when being part of #TeamEvertec?

🌟 You will belong to an agile and proactive team that understands and anticipates needs to achieve objectives.

💡 You will join a culture of continuous improvement and innovation, where we always seek creative ways to exceed expectations.

💪 Your well-being is our priority; we promote an environment where you take care of yourself and others, including your family.

🌈 Our teams are collaborative environments where every voice is heard and respected on the path to common success.

✨ Leave a unique mark and make a significant impact on each of the projects you take on.

Join us and take your talent to the next level! 🚀

Evertec Group, LLC is an Equal Opportunity and Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, pregnancy, marriage, sexual orientation, gender identity, origin, genetic information or condition, political affiliation, religious ideology, being a victim or perceived victim of domestic violence, sexual assault, or harassment, serving or having served in the Armed Forces of the United States, disability status, or any other protected category by Puerto Rico or US Federal law. EEO is the Law Poster. Evertec is an employer with E-Verify to verify all new employees' employment eligibility. Participation Poster. Evertec is a drug-free company.