Jorge Alberto Juarez Barrientos

Managed Service Request, Service Catalog, and Knowledge Management processes in ServiceNow for regional operations across Canada, the United States, Mexico, and South America. Tracked KPIs and SLAs, performed maturity assessments and gap analyses, and led adoption, escalation guidance, and knowledge transfer for governance and continual service improvement.

Translated business requirements into ServiceNow implementations for Incident, Major Incident, Problem, Knowledge, Change, Request Fulfillment, and Service Portal capabilities across multiple client environments. Built SLA compliance and backlog-control dashboards, supported functional testing and knowledge transfer, and defined ITSM-aligned processes for Incident, Problem, and Knowledge Managemen

Led ServiceNow implementation workstreams by translating business requirements for Incident, Major Incident, Problem, Knowledge, Change, Request Fulfillment, and Service Portal capabilities. Built and delivered process documentation, test cases, training paths, and operational dashboards to support adoption, SLA compliance, and backlog control across multiple client environments.

Translated business requirements into ServiceNow ITSM process designs for Incident, Major Incident, Problem, Knowledge, Change, Request Fulfillment, and Service Portal capabilities across multiple client environments. Built SLA compliance and backlog-control dashboards, supported functional validation/UAT, and created process documentation and training materials to drive successful adoption.

Led 24x7 monitoring and escalation for business-critical services, designing monitoring processes aligned with ITIL v3 incident management and supporting SAP monitoring activities. Created the alert catalog, escalation matrix, and classification tool to improve triage efficiency, and produced alert trend reports with follow-up and root-cause analysis.

Led 24x7 monitoring operations and escalations for business-critical services, aligning monitoring practices with ITIL v3 incident management. Designed alert catalog and escalation tooling to improve triage efficiency, launched a Level 1 monitoring initiative, and delivered alert trend reporting with follow-up and root-cause analysis support.

Supported ISO/IEC 20000-1:2011 implementation, process compliance, and internal improvement activities within the ITIS practice. Documented ITSM processes, procedures, KPIs, and RACI, and contributed to ITIL capability-building, training initiatives, and improvement projects.

Supported ISO/IEC 20000-1:2011 implementation by driving process compliance and internal improvement activities within the ITIS practice. Documented processes, procedures, KPIs, and RACI definitions aligned with ITIL and CMMI practices, and contributed to ITIL capability-building and training initiatives.

Earned a Bachelor’s degree in Industrial Relations from Universidad Autónoma de Aguascalientes from 2003 to 2007.

Completed a Higher Technical Degree in Statistical Quality Assurance at Universidad Autónoma de Aguascalientes from 2000 to 2002.