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