Digital Process Engineer (Itsm y Integrations) Americas Digital Center

Americas Digital Center (ADC) is one of Holcim?s three global hubs driving digital transformation. As a strategic ally within our Global IT organization, our team of 400+ professionals enables global operations through expertise in Data Analytics, Cloud Computing, and Global Vendor Management.

We are part of Holcim, the world leader in sustainable building solutions. Together with 45,000 colleagues worldwide, we are on a mission to decarbonize construction and improve living standards through innovation.

As a certified Top Employer, we offer an exceptional environment where visionary talent thrives. We look for disruptive thinkers ready to embrace new challenges and shape the future of technology in a culture of continuous growth.

ROLE DESCRIPTION



As an ITSM Digital Process Engineer, you will be responsible for driving process engineering, massive workflow automation, and data analytics across our ITSM ecosystems in the Americas. You will design, build, and maintain automation rules (Jira/ServiceNow), cloud data pipelines (ETL/BigQuery), and executive dashboards (Looker Studio/Qlik Sense) to optimize IT service quality, ensure compliance, and empower data-driven decision-making across all levels of the organization.



RESPONSIBILITIES



Workflow & Process Automation: Identify, design, and maintain automated rules in Jira Service Management and ServiceNow to optimize Change Management, approvals, status transitions, and Agile release flows.
Data Pipelines & ETL Engineering: Develop, update, and monitor Python scripts and Google Apps Script projects to automate data extraction, transformation, and loading (ETL) into BigQuery for ITSM metrics.
Platform Integration: Configure, maintain, and support Exalate Groovy scripts and synchronization rules to ensure seamless real-time data flow between Jira and ServiceNow for business squads.
Business Intelligence & Reporting: Own and maintain the reporting stack across Looker Studio and Qlik Sense, delivering KPIs, executive dashboards, and operational reports while ensuring data integrity during platform migrations.
Version Control & CI/CD: Manage, version, and synchronize production code in GitLab repositories to ensure traceability, alignment, and stable scheduled jobs.
AI-Driven Innovation: Identify and implement AI-assisted automation use cases to improve data classification, summarization, and operational efficiency within ITSM processes.
Backlog & Compliance Management: Maintain automated routines for backlog health monitoring (e.g., auto-cancellation of unprioritized requests) and enforce change control compliance.
PROFILE

Education: Bachelor?s Degree in Information Technology, Software Engineering, or related fields.

Experience: Minimum 2 years of domain experience in ITSM, process engineering, or automation roles



Technical Skills:

Proficiency in high-level programming languages (Python, JavaScript/Google Apps Script, or Groovy).

Hands-on experience with REST APIs, Jira, and ServiceNow.

Familiarity with Data Analytics & Cloud tools (BigQuery, GitLab, Looker Studio, Qlik Sense).

Soft Skills: Collaborative team player, strong autonomy, assertive communication, ability to handle ambiguity, and a service excellence mindset.

Language: English B2 (Fluency in written and verbal communication is mandatory).

On top of all, you will work in an amazing working environment, with great career opportunities that can be shaped from day 1, a ton of amazing talent to learn from, social responsibility activities, fun month?s end fridays and much, much more.

Join ADC now! Tech in the Make.


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