We are seeking an experienced ITSM professional to own and mature our Change Management and Problem Management practices in alignment with ITIL 4 best practices. This role drives operational stability by minimizing change-related disruptions and eliminating recurring incidents through rigorous root cause analysis.

Key Responsibilities:
Change Management
- Own the end-to-end change management process, from request intake through review, approval, scheduling, and post-implementation review
- Chair the Change Advisory Board (CAB), facilitating risk assessment, impact analysis, and change scheduling
- Evaluate change requests for completeness, risk, rollback viability, and business impact
- Maintain the forward schedule of change and drive continuous reduction of failed and emergency changes
- Report on change KPIs (change success rate, emergency change ratio, change-related incidents)

Problem Management
- Own reactive and proactive problem management, driving root cause analysis (RCA) for major and recurring incidents
- Facilitate RCA sessions using structured techniques (5 Whys,



Ishikawa/fishbone, Kepner-Tregoe)
- Maintain the known error database (KEDB) and track workarounds and permanent fixes
- Partner with engineering and operations teams to prioritize and remediate problem records
- Analyze incident trends to proactively identify systemic issues before they escalate

General
- Continuously improve ITSM processes, tooling, and documentation
- Produce metrics, dashboards, and executive reporting on change and problem performance
- Coordinate across infrastructure, security, application, and service desk teams

Requirements
5+ years in IT service management, with demonstrated ownership of change and/or problem management processes.

ITIL 4 Foundation certification required; ITIL Intermediate/Managing Professional or Specialist modules strongly preferred.

Hands-on experience with ITSM platforms (ServiceNow, Jira Service Management, BMC Helix, or similar).

Proven

📌 ITSM Change (México)
🏢 PartnerOne
📍 México