IT Service Management Analyst

About the role

The IT Service Management Analyst is responsible for managing and continuously improving global ITSM processes aligned with ITIL, SRE and disaster recovery practices. The role ensures service reliability, operational stability and business resilience by coordinating incidents, problems, changes and DR activities.

Key responsibilities

• Execute ITIL‑aligned Incident, Problem and Change Management processes using ServiceNow as the system of record.
• Lead structured Problem Management activities, including root‑cause analysis, corrective‑action tracking and post‑incident learning.
• Support Change Management governance, performing readiness reviews, risk assessments and post‑change follow‑up.
• Use ServiceNow data, dashboards and metrics to measure performance, identify trends and drive service‑reliability improvements.
• Coordinate disaster‑recovery readiness, including test planning, execution support, results documentation and remediation tracking.

Required profile

• Associate’s degree or technical certification with 5+ years of progressive experience in IT Operations, IT Service Management or reliability‑focused roles.
• Proven experience supporting business‑critical services in Level 2/3 environments, including incident command and structured root‑cause analysis.
• Hands‑on experience with ServiceNow for Incident, Problem and Change workflows.
• Working knowledge of SRE concepts, disaster‑recovery planning, recovery‑time and recovery‑point objectives.
• Strong operational judgment, cross‑functional influence and excellent written/verbal communication.

Required skills

• ServiceNow
• ITIL framework
• Site Reliability Engineering (SRE) practices
• Disaster Recovery coordination
• Data analysis using ServiceNow dashboards and metrics

What we offer

• Competitive health coverage, retirement plans and paid time off.
• Flexible work options and employee discounts.
• Tuition reimbursement, leadership programs and internal mobility opportunities.
• Engagement in social responsibility initiatives through Fundación Mapfre.