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.
As a Senior ITSM Process Analyst, you will act as a primary operational extension of ITSM process owners, leading execution during high-impact events:
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Lead and ensure consistent execution of Incident and Major Incident Management, serving as Incident Commander when designated.
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Make time-sensitive, risk-based decisions under delegated authority during critical service events.
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Orchestrate Change Enablement and Release execution, ensuring governance adherence and operational readiness.
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Chair and facilitate CAB / ECAB sessions and manage follow-through on decisions.
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Resolve cross-team conflicts and execution deadlocks during complex incidents or releases.
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Drive Post-Incident Reviews (PIR/RCA) with clear ownership and corrective action closure.
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Ensure high-quality knowledge artifacts (runbooks, playbooks, articles) produced from operational events.
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Maintain CMDB / SACM data quality, supporting audit readiness and operational usability.
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Own ITSM data quality, reporting, and continuous improvement initiatives.
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Mentor and coach ITSM Analysts, raising execution maturity and consistency across teams.
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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.
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Bachelor’s degree in IT, Information Systems, or equivalent experience.
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5+ years of experience in IT Service Management, IT Operations, or enterprise production environments.
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Demonstrated leadership in:
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Major Incident command
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CAB / ECAB governance
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Release orchestration
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PIR / RCA facilitation
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Broad, hands-on experience across multiple ITSM practices (not a single-process specialist).
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Proven ability to operate under delegated decision authority.
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Strong working knowledge of ITIL-aligned processes.
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Experience with ServiceNow or equivalent ITSM tools.
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ITIL Foundation preferred (advanced certifications a plus).
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Exceptional communication, facilitation, and conflict-resolution skills.
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.
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.
