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 integral 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.
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**:HRD
- ** Category**:Information Technology
- ** Location**:Calle Metalmecánica,No. 9701 Colonia Parque industrial Chihuahua Sur,Chihuahua,CHIHUAHUA,31385,Mexico
- Exempt

📌 Sr. IT Analyst – Itsm Analyst (Chihuahua)
🏢 Honeywell
📍 Chihuahua