The Sr IT Analyst is responsible for leading the Problem Management practiceto 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 insightsto 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 Impr

📌 Sr IT Analyst (San Luis Potosí)
🏢 Honeywell
📍 San Luis Potosí