ITSM Process Analyst

ITSM Process Analyst

Remote (Mexico)

Full-time

At One Call , we’re scaling fast and strengthening our IT Service Management capabilities. We’re looking for an ITSM Process Analyst who thrives in complex operational environments and enjoys orchestrating ITSM workflows that protect service stability and reduce operational risk.

This is a hands-on, execution-focused role working closely with ITSM process owners across Incident, Change, Problem, Release, Knowledge, and Configuration (SACM).

What You’ll Do

As an ITSM Process Analyst, you will act as a trusted operational extension of ITSM process owners, ensuring consistent, disciplined execution across practices:

• Execute and facilitate the end-to-end incident lifecycle , including major incident coordination.
• Lead or support major incident bridges , ensuring clear communication, documentation, and escalation.
• Support Change Enablement and Release orchestration , including CAB/ECAB facilitation and governance adherence.
• Coordinate release readiness, cutover activities, and real-time execution support.
• Support Problem Management , post-incident reviews (PIR/RCA), and action tracking.
• Draft and maintain operational knowledge articles , runbooks, and checklists.
• Maintain CMDB / SACM data quality , relationships, and audit readiness.
• Ensure ITSM records are complete, linked, and audit-ready.
• Identify execution gaps, risks, and improvement opportunities across ITSM workflows.
• Use ITSM platforms such as ServiceNow (or equivalent) to manage workflows, documentation, and reporting.

Occasional off-hours support may be required for major incidents, releases, or emergency changes.

What We’re Looking For

• Bachelor’s degree in Information Technology, Information Systems, or equivalent experience.
• 3+ years of experience in IT Service Management, IT Operations, Service Desk, NOC, or similar roles.
• Hands-on experience supporting multiple ITSM practices (Incident, Change, Problem, Release, Knowledge, Configuration/SACM).
• Proven experience participating in:
• Major incident response
• Change / release coordination
• Post-incident reviews
• Solid working knowledge of ITIL-aligned processes .
• Experience using ITSM platforms (ServiceNow or equivalent).
• ITIL Foundation certification preferred (or willingness to obtain).
• Strong facilitation, organization, and prioritization skills.
• Excellent written and verbal communication skills.
• Ability to work effectively in fast-paced, multi-team environments.

Why Work at One Call?

Real Impact – Your work directly protects service stability and operational health.

Global Exposure – Collaborate with cross-functional teams in complex production environments.

Growth-Oriented – Broad role exposure across ITSM practices as the organization scales.

Collaborative Culture – Strong partnership with IT, operations, and leadership teams.

Remote-Friendly – Work-from-home with flexibility, plus occasional in-person collaboration.

Values-Driven – We live our values: Think Big, Go Fast, Deliver Awe, Win Together, Care Deeply.

Next Career Step

This role has a clear growth path within the ITSM job family, including advancement to Senior ITSM Process Analyst as the organization matures.

If you enjoy operational excellence, governance, and making complex IT environments run smoothly we’d love to hear from you.