ITSM Process Analyst Senior

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.