About KTSA We are KTSA – KPMG Technology Services Americas. A Service Delivery Center of KPMG US, with offices in Mexico City, Guadalajara, and a growing network of remote talent across the country. We deliver high-value technology, consulting, and corporate support services to KPMG US and its clients. At KTSA, our Employer Value Proposition is clear: Explore . Explore isn’t just a word — it’s how we grow, lead, and thrive. It’s the mindset that drives our culture and shapes every opportunity: Experience a collaborative, inclusive, and multicultural workplace where you belong. Excel by creating impact and leaving your mark on global projects. Expand your potential with real career paths, learning programs, and mentorship. Express your individuality — come as you are, and thrive as your authentic self. And because we know that thriving at work also means thriving in life, we back this mindset with KTSAMÁS , our total rewards program, designed to support your well-being, goals, and personal milestones. RESPONSIBILITIES AND QUALIFICATIONS: Key Responsibilities: Support productivity by means of documentation, feedback and Standard Operating Procedures. Understand ITIL and apply ITIL methodologies. Ability to understand and create Root Cause Analysis. Understand, Manage and apply Cloud Contact Center Technologies. Ability to work on a multi-region approach. High level understanding of multiple CRM’s such as ServiceNow, Remedy or Sales Force. Ability to Manage operations onsite and remote. Understanding of Cloud and on Prem Technologies and downstream effects. Deep knowledge of remote environments, VPN, LAN, WAN. Support GenAI initiatives. Manage Power Platform (PowerApps, Power BI) environments Understand, prepare and be able to manage Internal and external Audits. Ability to drive results through others. Deep knowledge of Active Directory and Forest along with downstream and upstream dependencies. Qualifications Required: 4–8 years of experience Managing resources and handling clients. Strong communication skills in both English and Spanish. ITIL certified or course completed HDI/SDI certified or course completed MSA, SOW, SLA, OLA Deep understanding Familiarity with ITIL, Lean Six Sigma, or other IT service management frameworks. Service Now ITSM knowledge. Knowledge of applications such as Beyond Trust, Intune, Citrix, RSA, Mobile Support Expand your possibilities with KTSA through KTSAMÁS, where you can access: Extended maternity, paternity, and adoption leaves Above-market vacation benefits Learning opportunities, training, and certification programs Extended marriage leave and daycare support Wellness and Employee Assistance Programs (EAP) Comprehensive medical plan, life insurance, car insurance, and funeral assistance Visit to learn more. At KTSA, we celebrate and support everyone’s individuality. We do not discriminate against any race, religion, color, national origin, gender, sexual orientation, gender identity or expression, age, marital status, or disability. We are supportive of helping you to achieve a balance between your home and work demands. We are happy to discuss specific requirements and our range of flexible working arrangements could be of interest. Please ask to find out more. We strongly state that we DO NOT require a certificate of non-pregnancy or HIV in order to participate in any of our processes. Explore KTSA, we dare to be different! Home - KTSA KTSA - KPMG Technology Services of Americas