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.