Join a team recognized for leadership, innovation and diversity*sr.it analyst - itsm analyst*location*: chihuahua, chihuahua, mexico*reports to*: it manager*shift model*: 12x7 operational coverage (rotating shifts )*join a team recognized for leadership, innovation, and diversity*as a *sr.it analyst - itsm analyst*, you will play a pivotal role on the front line of honeywell's global incident response team.you will be responsible for driving real-time service restoration during critical it incidents, contributing to problem and change management activities, driving post-incident analysis, and helping enhance process maturity across it operations.this role is essential to enabling operational excellence through strong communication, cross-functional coordination, data-driven insights, and adherence to governance standards.additionally, this role supports it operations kpi improvements, continuous service improvement (csi) initiatives, and leverages automation opportunities identified during critical events.*key responsibilities*- serve as the primary facilitator for p1/p2 technical bridges, driving focused collaboration between service owners, support teams, and stakeholders for end-to-end service restoration.- *support itsm lifecycle processes* by assisting in the coordination and execution of change and problem management activities, including post-incident follow-ups, rca validation, and change ticket quality reviews when required.- own the cadence and clarity of real-time incident communications, including executive updates and incident status throughout the lifecycle.- correlate system alerts to service impacts, validate severity and impact levels, and adjust priorities based on business and operational context.- hold technical teams accountable for troubleshooting timelines, restoration actions, and incident documentation quality.- partner with the incident response manager to drive team priorities during assigned shifts, including:- ensure stakeholder communications are timely, clear, and actionable.- facilitate effective coordination of technical resources.- validate severity, impact, and service correlations in servicenow.- monitor change management activities related to critical service outages.- capture emergency change test plans and backup plans where required.- support operational consistency in servicenow data capture and reporting.- grow technical knowledge of honeywell core services and scaled service restoration techniques.- contribute to csi activities to improve sla and kpi outcomes.- support timely root cause investigations for major incidents and problem management activities.- participate fully in the 12x7 rotational support model, maintaining full accountability during assigned shifts.*you must have*- bachelor's degree in it, engineering, or a related technical discipline, or equivalent work experience in it operations.- 5+ years of experience in it critical/major incident management, including technical bridge facilitation in high-pressure environments.- 1+ years of hands-on experience with *servicenow* (or equivalent itsm tools) with emphasis on reporting, dashboards, and data analysis.- strong multitasking ability to lead troubleshooting efforts in high-pressure, ambiguous environments involving vendors, leadership, and smes.- solid data analytical skills with experience using microsoft office tools (excel, powerpoint, word) to drive insights and improvements.*we value*- outstanding oral and written communication skills across all levels of an organization during service restoration efforts.- proven troubleshooting facilitation skills, with a strong understanding of it operations, systems, and infrastructure.- in-depth knowledge and demonstrated experience with *servicenow itsm platform*.- itil v4 certification.- strong project management or project leadership behaviors, with exceptional time management skills.- prior experience delivering it service restoration in a 24x7 operational environment.- programming or automation experience (powershell, python, servicenow workflows, etc.) is a plus.- prior experience supporting mission-critical it operations environments.- demonstrated ability to work independently under pressure with a strong bias for action.- excellent interpersonal skills, with effective listening, teaming, and stakeholder management capabilities.- strong knowledge of it service delivery, business processes, and operational practices.- ability to work closely with it service owners to define service issues, identify solutions, and facilitate improvements.- *oracle system experience (erp, wms, or similar)* is a plus.additional information- * job id*:hrd*- * category*:information technology- * location*:calle metalmecánica,no.* colonia parque industrial chihuahua sur,chihuahua,chihuahua,*,mexico- exempt