Propel operational success with your expertise in technology support and a commitment to continuous improvement.
As a member of the Firmwide Process Management Team, you will be responsible for controlling, documenting, governing, maintaining, and improving firmwide policies, processes, procedures, and job aids related to Change Management, Problem Management, Incident Management, and Event Management. This role focuses on ensuring operational resilience, managing risk effectively, and maintaining compliance with regulatory and audit requirements.
You will leverage your expertise to manage critical data in accordance with governance frameworks while ensuring adherence to firm controls and audit standards. Additionally, you will cross‐train with process SMEs to provide support on process optimization as needed.
Key Responsibilities
Manage and mature firmwide ITSM processes across Change, Problem, Incident, and Event Management with a focus on risk mitigation, operational resilience, and regulatory compliance
Ensure all change, problem, incident, and event management activities meet established governance standards and control requirements
Maintain comprehensive documentation and evidence to support audit and compliance initiatives across all ITSM processes
Collaborate with cross-functional teams to identify, assess, and mitigate operational risks
Drive process improvements that enhance service resilience, increase problem resolution rates, reduce incident recurrence, and minimize business impact
Monitor and report on key risk indicators and compliance metrics related to ITSM processes
Support the implementation and enforcement of firmwide policies and procedures, including emergency change protocols and major incident procedures




Required qualifications, capabilities, and skills
Risk Management
Demonstrated knowledge of risk and controls landscape, ensuring company‐wide standards are met
Experience identifying, documenting, and mitigating operational and technology risks across the ITSM lifecycle
Ability to assess process vulnerabilities and implement appropriate controls
Experience conducting root cause analysis and implementing preventive measures
Resilience
Professional experience managing Change Management, Problem Management, Incident Management, Event Management, or Production Support in a corporate environment
Proven track record of maintaining service continuity during critical incidents and change implementation
Experience implementing resilience frameworks and business continuity practices
Ability to coordinate major incident response and post‐incident reviews
Compliance
Strong understanding of governance frameworks and audit requirements across ITSM disciplines
Experience preparing for and supporting internal and external audits with comprehensive ITSM evidence
Ability to ensure adherence to regulatory standards, separation of duties, and firmwide policies
Knowledge of change authorization, problem resolution, and incident management compliance requirements
Technical & Process Skills




Working knowledge of ServiceNow or similar ITSM platforms, including Change, Problem, and Incident Management modules
ITIL certification preferred but not essential
Experience with process documentation, change advisory board (CAB) processes, problem management workflows, and continuous improvement
Understanding of incident categorization, prioritization, and escalation procedures
Interpersonal Skills
Demonstrated ability to multitask and prioritize in high‐pressure environments; results‐oriented
Strong oral and written communication skills, including the ability to effectively communicate with senior management during incidents, changes, and problem reviews
Proven ability to influence stakeholders across multiple teams and facilitate approval processes
Experience building relationships from both customer and technical perspectives in a integral organization
Ability to remain calm and focused during major incidents and coordinate cross‐functional response teams
Equal Opportunity & Accommodation Statement
We are an equal opportunity employer and place a high value on diversity and inclusion at our company. We do not discriminate on the basis of any protected attribute, including race, religion, color, national origin, gender, sexual orientation, gender identity, gender expression, age, marital or veteran status, pregnancy or disability, or any other basis protected under applicable law. We also make reasonable accommodations for applicants' and employees' religious practices and beliefs, as well as mental health or physical disability needs.
Visit our FAQs for more information about requesting an accommodation.
#J-*****-Ljbffr

📌 Itsm Professional - Incident, Problem, Change & Event Management (Buenos Aires)
🏢 Next Frontier Capital
📍 Buenos Aires