Change and Release Mgmt

Location: Hybrid Mode (CDMX, GDL and MTY)
A career in Information Technology at Infosys offers the opportunity to support core business functions by deploying efficient processes and leveraging Generative AI to enhance IT Service Management, with a strong focus on Knowledge Management. This role is key to shaping a global knowledge base across the network of firms, managing shared knowledge assets that drive business value and operational excellence. .

Experience Requirements:

• Senior Manager Level: Minimum 6 years of relevant experience
  
• Additional: 2-4 years in progressive roles focused on ITSM process and/or platform support
  

MANDATORY TECHNOLOGIES AND EXPERIENCE

• ServiceNow: Implementation, support, and process ownership.
  
• ITIL v4 or higher: Deep understanding of ITSM frameworks and practices.
  
• Generative AI: Experience applying AI to enhance ITSM processes.
  
• Data Analysis: Ability to interpret data and drive actionable insights.
  
• Project/Program Management: Proven experience managing cross-functional initiatives.
  
• Stakeholder Communication: Experience managing internal communication platforms and channels.
  

Additional Skills That Will Be Considered a Plus:

• Certifications (Nice to have):
  • ServiceNow Implementer or Application Specialist
    
  • Agile & Scrum
    
  • Six Sigma (Yellow/Green Belt)
    
  • Azure DevOps
    
  • Data Analytics
    
• Technical Skills:
  • Experience with SDLC methodologies
    
  • Familiarity with product roadmaps and vendor ecosystems
    
  • Knowledge of business change and community champion programs
    
• Soft Skills:
  • Strong leadership and mentoring capabilities
    
  • Ability to operate independently and make sound decisions
    
  • Excellent presentation and communication skills
    

Key Responsibilities:

• Lead the development and governance of ITSM processes, with a focus on Knowledge and Asset Management.
  
• Design and manage the lifecycle of corporate knowledge assets, ensuring accessibility, relevance, and compliance.
  
• Collaborate with global teams to implement and support ServiceNow and other ITSM platforms.
  
• Drive innovation through automation and Gen AI to improve service delivery and knowledge reuse.
  
• Support change, incident, and problem management initiatives aligned with ITIL best practices.
  
• Maintain and improve stakeholder communication channels (e.g., SharePoint, distribution lists).
  
• Analyze data to identify trends and opportunities for process improvement.
  
• Mentor and lead technical teams, fostering a culture of continuous learning and collaboration.
  

About Us
Infosys is a global leader in next-generation digital services and consulting. We enable clients in more than 50 countries to navigate their digital transformation. With over four decades of experience in managing the systems and workings of global enterprises, we expertly steer our clients through their digital journey. We do it by enabling the enterprise with an AI-powered core that helps prioritize the execution of change. We also empower the business with agile digital at scale to deliver unprecedented levels of performance and customer delight. Our always-on learning agenda drives their continuous improvement through building and transferring digital skills, expertise, and ideas from our innovation ecosystem.

EEO
Infosys provides equal employment opportunities to applicants and employees without regard to race; color; sex; gender identity; sexual orientation; religious practices and observances; national origin; pregnancy, childbirth, or related medical conditions; status as a protected veteran or spouse/family member of a protected veteran; or disability. Infosys provides equal employment opportunities to applicants and employees without regard to race; color; sex; gender identity; sexual orientation; religious practices and observances; national origin; pregnancy, childbirth, or related medical conditions; status as a protected veteran or spouse/family member of a protected veteran; or disability.

Client-provided location(s): Guadalajara, Mexico

Job ID: Infosys-139545BR

Employment Type: OTHER

Posted: 2025-09-27T18:36:19