The Sr IT Analyst is responsible for leading the **Problem Management practice**to proactively and reactively reduce the impact and recurrence of incidents, improve service stability, and protect business outcomes. The role applies **ITIL v4 Problem Management principles**, data‑driven analysis, and **AI‑enabled insights**to identify systemic issues, drive effective root‑cause analysis, and ensure corrective and preventive actions are implemented and measured. By leveraging **KPIs, analytics, and continual improvement practices**, the role partners with Service Owners, Application teams, and IT leadership to enhance operational resilience, increase transparency, and continuously improve service quality
**A) Problem Management (Proactive & Reactive)**:
- Align Problem Management activities to ITIL v4 practices by reinforcing the distinction between incidents and problems, focusing on value creation through prevention of recurring incidents and reduction of business impact.
- Strengthen proactive Problem Management by leveraging trend analysis, event data, and historical incident patterns to identify and prioritize systemic issues, in alignment with ITIL v4’s prevention and continual improvement principles.
- Standardize Root Cause Analysis (RCA) using ITIL v4-aligned techniques (e.g., 5 Whys, Ishikawa) to ensure consistent identification of root causes, contributing factors, and measurable corrective and preventive actions.
- Leverage AI-driven analytics to detect recurring patterns, correlations, and early warning indicators across incident and event data, enabling predictive identification of problems and earlier risk mitigation.
- Reinforce governance and accountability by ensuring each problem record has a clearly assigned owner, defined outcomes,



and verified closure based on effectiveness of preventive actions.
- Embed continual improvement by systematically feeding lessons learned, AI insights, and KPI results back into operational practices in line with ITIL v4’s Continual Improvement Model.
**C) Analytics, Reporting & Tooling**:
- Enhance ServiceNow Problem Management reporting by defining ITIL v4-aligned KPIs such as repeat incident rate, problem backlog health, RCA cycle time, and preventive action effectiveness.
- Utilize AI-enabled analytics and dashboards to surface trends, predict high-risk services, and support data-driven prioritization of problems.
- Create ServiceNow dashboards to provide transparent, role-based visibility into Problem Management performance and business impact.
- Strengthen knowledge management by maintaining accurate problem records, known errors, and lessons learned to support faster diagnosis and prevention.
**D) Governance, Compliance & Continuous Improvement**:
- Ensure Problem Management governance aligns with ITIL v4 guiding principles, internal standards, and audit requirements.
- Use KPI trends and AI insights to identify improvement opportunities and prioritize continual service improvement initiatives.
- Promote cross-functional collaboration and process adherence through regular reviews, coaching, and maturity assessments.




- Continuously evolve Problem Management practices by incorporating industry best practices, automation, and predictive analytics.
**Required Qualifications**:
- Bachelor’s degree in computer science, Information Systems, IT, or Business Management.
- 3+ years of experience in IT/ITSM operations with strong focus on Problem Management and related ITIL practices.
- 3+ years of hands-on experience leading Problem Management and Root Cause Analysis, including facilitation of RCA sessions and preventive action follow-through.
- Strong experience with ServiceNow Problem Management, reporting, dashboards, and performance analytics.
- Demonstrated ability to use KPIs, trend analysis, and data-driven insights (including AI-supported analytics) to drive continual improvement.
- Excellent communication and stakeholder management skills, with the ability to influence cross-functional teams.
**Preferred Qualifications**:
- ITIL v4 Foundations (or higher) and relevant ServiceNow certifications.
- Experience with Scrum, Kanban, Agile, Waterfall methodologies.
- Strong customer service orientation; advanced analytical and troubleshooting skills.Familiarity with modern DevOps practices, AI, and predictive analytics for operations.
LI- Hybrid
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📌 Sr IT Analyst - Problem Management (San Luis Potosí)
🏢 Honeywell
📍 San Luis Potosí