ServiceNow - Incident Reviewer & Dispatcher (Remote in México)

Your role

The Incident Reviewer & Dispatcher is responsible for ensuring high quality, timely handling of incoming IT incidents. This role focuses on reviewing new tickets for accuracy, prioritizing based on impact and urgency, assigning them to the appropriate resolver teams, and monitoring end to end incident workflow. The position plays a key part in maintaining operational stability and enhancing user satisfaction through strong incident management practices. The role requires a detail oriented individual with strong analytical skills, excellent communication abilities, and a good understanding of IT service management (ITSM) processes. The Incident Reviewer & Dispatcher collaborates with service desk agents, technical support teams, and incident managers to ensure compliance with SLAs and process standards.

Incident Intake, Review & Validation

• Review newly submitted incidents to ensure completeness and accuracy
• Validate categorization, configuration items (CIs), urgency, and impact settings.
• Identify duplicate incidents and consolidate where applicable.
• Request clarification from users when information is insufficient.

Incident Prioritization & Dispatching

• Prioritize incidents based on business impact and SLA definitions.
• Dispatch incidents to the appropriate resolver groups or specialists.
• Ensure critical and high priority incidents are escalated according to defined procedures.
• Reassign misrouted incidents and ensure proper ownership throughout their lifecycle.

Monitoring & Workflow Management

• Track incident queues to avoid SLA breaches and aging tickets, within Service Now and ADO.
• Follow up with resolver teams to ensure timely progress and updates.
• Notify the incident manager of recurring events or patterns requiring problem management review.
• Support adherence to escalation paths for high severity incidents.

Process Quality & Continuous Improvement

• Recommend improvements to incident templates, forms, and categorization structures.
• Support root cause analysis for high impact or repeated incidents.
• Collaborate with leadership to refine response standards.

Communication & Customer Focus

• Engage with end users for missing details or clarifications.
• Provide timely updates during delays or escalations.
• Communicate effectively with technical teams to ensure accurate ticket handling.
• Promote a positive service experience and maintain professionalism in all interactions.

Your profile

• Conversational English skills (B2, C1, C2)
• Bachelor’s degree in Information Technology, Computer Science, Business, or related field (preferred).
• 3+ years of professional experience in IT Service Desk, Incident Management, System Support, or similar operational roles.
• Experience working within the ServiceNow platform

Technical Skills

• Strong working knowledge of ServiceNow Incident Management.
• Working knowledge of ADO/ Azure DevOps
• Understanding of ITIL frameworks, especially Incident, Request, and Problem Management.
• Ability to analyze incident data and recognize trends.
• Knowledge of IT support functions and common enterprise systems.

Soft Skills

• Excellent communication skills (verbal and written).
• Strong attention to detail and accuracy.
• Ability to handle fast paced environments with multiple priorities.
• Customer focused mindset with a problem solving approach.
• Ability to collaborate across technical and non technical teams.

What you will love about working here

• Empowered Careers with Purpose: Work on meaningful projects that use technology to solve real-world challenges. Be part of a company that values sustainability, inclusion, and digital equity. Contribute to building a better future for people, planet, and society.
• Growth and Learning at Every Step: Access continuous learning through internal academies, certifications, and mentorship. Explore career mobility across roles, industries, and geographies. Be part of a “school of excellence” where your skills resonate beyond the company
• Own your growth: Open access to digital learning platforms. Digital campuses on AI, Cloud, Data or Sustainability. Award winning career acceleration programs

Need to know

• Work modality: remote 
• Flexible Schedules: We support flexible working hours to accommodate different lifestyles, time zones, and family responsibilities.
• Benefits: Training, certifications, and mentorship programs
• Community Engagement: Participate in local volunteering initiatives, tech meetups, and cultural events that connect you with the Capgemini community.

About Capgemini