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.

This team provides 24x7 support for major and critical incidents, partnering with application and service owners to ensure timely service recovery. Success in this position will be driven by strong real-time communication skills, technical troubleshooting facilitation, data analytics expertise, and adherence to established ITSM and incident management processes.

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: HRD264432
• Category: Information Technology
• Location: Calle Metalmecánica,No. 9701 Colonia Parque industrial Chihuahua Sur,Chihuahua,CHIHUAHUA,31385,Mexico
• Exempt

Global (ALL)