ITSM Process Analyst Senior

Description

Summary: One Call seeks a Senior ITSM Process Analyst to provide hands-on operational leadership, drive service stability, and ensure consistency across various ITSM practices. Highlights: 1. Lead execution during high-impact events and critical service incidents 2. High impact role directly influencing service stability and operational risk 3. Leadership through influence, expertise, and judgment in a strong ITSM culture **ITSM Process Analyst Senior** ------------------------------- **Remote (Mexico)** **Full\-time** At **One Call**, we operate in complex, high‑availability environments where operational discipline matters. We are looking for a **Senior ITSM Process Analyst** to provide hands\-on operational leadership across our ITSM practices and help protect service stability as the organization continues to scale. This role is ideal for a **seasoned ITSM professional** who thrives in ambiguity, makes sound risk\-based decisions, and drives consistency across Incident, Change, Problem, Release, Knowledge, and Configuration (SACM) workflows. ### **What You’ll Do** As a Senior ITSM Process Analyst, you will act as a primary operational extension of ITSM process owners, leading execution during high\-impact events: * Lead and ensure consistent execution of **Incident and Major Incident Management**, serving as Incident Commander when designated. * Make **time\-sensitive, risk\-based decisions** under delegated authority during critical service events. * Orchestrate **Change Enablement and Release execution**, ensuring governance adherence and operational readiness. * Chair and facilitate **CAB / ECAB** sessions and manage follow\-through on decisions. * Resolve **cross\-team conflicts and execution deadlocks** during complex incidents or releases. * Drive **Post\-Incident Reviews (PIR/RCA)** with clear ownership and corrective action closure. * Ensure high\-quality **knowledge artifacts** (runbooks, playbooks, articles) produced from operational events. * Maintain **CMDB / SACM data quality**, supporting audit readiness and operational usability. * Own **ITSM data quality, reporting, and continuous improvement initiatives**. * Mentor and coach ITSM Analysts, raising execution maturity and consistency across teams. * Use **ServiceNow or equivalent ITSM platforms** to manage workflows, evidence, and reporting. *Off\-hours or irregular support may be required for major incidents, releases, or emergency changes.* ### **What We’re Looking For** * Bachelor’s degree in IT, Information Systems, or equivalent experience. * **5\+ years of experience** in IT Service Management, IT Operations, or enterprise production environments. * Demonstrated leadership in: * Major Incident command * CAB / ECAB governance * Release orchestration * PIR / RCA facilitation * Broad, hands\-on experience across **multiple ITSM practices** (not a single\-process specialist). * Proven ability to operate under **delegated decision authority**. * Strong working knowledge of **ITIL\-aligned processes**. * Experience with **ServiceNow or equivalent ITSM tools**. * ITIL Foundation preferred (advanced certifications a plus). * Exceptional communication, facilitation, and conflict\-resolution skills. ### **Why Work at One Call?** **High Impact Role** – You directly influence service stability and operational risk at scale. **Complex, Real\-World ITSM** – This is execution, not theory. **Leadership Without People Management** – Lead by influence, expertise, and judgment. **Strong ITSM Culture** – Governance, discipline, and trust matter here. **Remote\-Friendly** – Work from home while supporting enterprise environments. **Values\-Driven Company** – *Think Big, Go Fast, Deliver Awe, Win Together, Care Deeply.* ### **Career Growth** This role plays a critical part in shaping ITSM maturity at One Call and offers long\-term growth as IT operations continue to scale and evolve. **If you’re a senior ITSM professional who thrives in high\-impact environments and wants to shape how enterprise IT operations run, we’d love to hear from you.**