**_Puebla_**_, _**_Mexico_**_- ****As a member of the Converge Managed Services Portfolio and Business Process Automation team, actively participates in delivery and management of CMS and ITSM processes in line with customer and internal SLAs, KPIs, and SLOs. This is an external customer facing role.**General Accountabilities**- **Act in a Project Management and ITSM Consulting role to lead the implementation of CMS/CMDB solutions to external customers, engaging external and internal project resources to accomplish contractual objectives.**:- **Ensure all Configuration Items (CIs) are maintained properly in the Configuration Management System / Configuration Management Database (CMS / CMDB) with full and correct attributes.**:- **Maintain accountability for any changes to CI records, addressing quality and process issues related to improper information or misuse of process.**:- **Perform daily audits to ensure completeness and accuracy of CMDB/CMS, escalating any issues found and driving resolution including updates to ITSM processes as needed.**:- **Ensure documentation related to executing ITSM processes are current and relevant. Provide process user training to ensure ITSM processes are executed according to latest process.**:- **Collaborate with sales executives on future ITSM/CMS commercial opportunities.**:**Job Qualifications****Education**:- **Bachelor's degree required in related field**:- **PMP Certification preferred; PM training required**:- **ITSM/ITIL certification required**:- **Lean Six Sigma certification preferred**:**Professional Skills**- **5+ years of IT Service Management experience in customer facing managed services role; specifically operational and incident management experience from a process improvement, governance, and management perspective.**:- **3+ years managing Configuration Management Systems / Configuration Management Databases.**:- **3+ years in an external customer facing lead role.**:***:**Benefits**:Medical, Dental and Life Insurance. Savings Fund, Vacations Bonus, Christmas Bonus, Grocery Bonus, Annual Bonus.**PTOs**:Vacations and Holidays.**Save on commute**:Paid office parking.**Discount Programs**:Medical related discounts.**Prime location**:In the heart of Puebla, with views of Popocatepetl volcano, restaurants and amenities close by.**Sponsored Events**:Team social events and Christmas Dinner.**Sport Activity**:Join your colleagues in various sport activities in the area.**Eat & Drink**:Enjoy a kitchen stocked with drinks, coffee, and snacks free of charge.