ITSM Process Analyst

Description

Summary: This role is for an ITSM Process Analyst who will orchestrate ITSM workflows, ensuring service stability and reducing operational risk in complex environments. Highlights: 1. Hands-on, execution-focused role across multiple ITSM practices. 2. Opportunity for growth within the ITSM job family. 3. Work directly protects service stability and operational health. **ITSM Process Analyst** ------------------------ **Remote (Mexico)** **Full\-time** At **One Call**, we’re scaling fast and strengthening our IT Service Management capabilities. We’re looking for an **ITSM Process Analyst** who thrives in complex operational environments and enjoys orchestrating ITSM workflows that protect service stability and reduce operational risk. This is a **hands\-on, execution\-focused role** working closely with ITSM process owners across Incident, Change, Problem, Release, Knowledge, and Configuration (SACM). ### **What You’ll Do** As an ITSM Process Analyst, you will act as a trusted operational extension of ITSM process owners, ensuring consistent, disciplined execution across practices: * Execute and facilitate the **end\-to\-end incident lifecycle**, including major incident coordination. * Lead or support **major incident bridges**, ensuring clear communication, documentation, and escalation. * Support **Change Enablement and Release orchestration**, including CAB/ECAB facilitation and governance adherence. * Coordinate release readiness, cutover activities, and real\-time execution support. * Support **Problem Management**, post\-incident reviews (PIR/RCA), and action tracking. * Draft and maintain **operational knowledge articles**, runbooks, and checklists. * Maintain **CMDB / SACM data quality**, relationships, and audit readiness. * Ensure ITSM records are complete, linked, and audit\-ready. * Identify execution gaps, risks, and improvement opportunities across ITSM workflows. * Use ITSM platforms such as **ServiceNow (or equivalent)** to manage workflows, documentation, and reporting. *Occasional off\-hours support may be required for major incidents, releases, or emergency changes.* ### **What We’re Looking For** * Bachelor’s degree in Information Technology, Information Systems, or equivalent experience. * **3\+ years of experience** in IT Service Management, IT Operations, Service Desk, NOC, or similar roles. * Hands\-on experience supporting **multiple ITSM practices** (Incident, Change, Problem, Release, Knowledge, Configuration/SACM). * Proven experience participating in: * Major incident response * Change / release coordination * Post\-incident reviews * Solid working knowledge of **ITIL\-aligned processes**. * Experience using ITSM platforms (ServiceNow or equivalent). * ITIL Foundation certification preferred (or willingness to obtain). * Strong facilitation, organization, and prioritization skills. * Excellent written and verbal communication skills. * Ability to work effectively in fast\-paced, multi\-team environments. ### **Why Work at One Call?** **Real Impact** – Your work directly protects service stability and operational health. **Global Exposure** – Collaborate with cross\-functional teams in complex production environments. **Growth\-Oriented** – Broad role exposure across ITSM practices as the organization scales. **Collaborative Culture** – Strong partnership with IT, operations, and leadership teams. **Remote\-Friendly** – Work\-from\-home with flexibility, plus occasional in\-person collaboration. **Values\-Driven** – We live our values: *Think Big, Go Fast, Deliver Awe, Win Together, Care Deeply.* ### **Next Career Step** This role has a **clear growth path** within the ITSM job family, including advancement to **Senior ITSM Process Analyst** as the organization matures. **If you enjoy operational excellence, governance, and making complex IT environments run smoothly we’d love to hear from you.**