Senior ITSM Analyst — Incident Response & Improvement

Ball Aerospace; Santiago de Querétaro; On-site; MXN 250,000 - 420,000; Full time

Job summary

Ball Corporation in Queretaro, MX is seeking a Sr ITS Analyst to join its IT Operations team. You will implement and support complex technology solutions, ensuring service stability and continuity across Ball’s IT landscape.

You will collaborate with business stakeholders, IT teams, and partners to translate requirements into scalable, reliable services. The role emphasizes major incident management, change and problem management, and ongoing improvement initiatives.

Qualifications

• 2+ years of experience in IT Operations, NOC, Service Management or similar.
• Bachelor's degree in related field; 2-5 years of relevant experience.
• Strong analytical, stakeholder communication, and project coordination abilities.
• Familiar with cloud/on-prem environments, monitoring tools, and ITSM platforms (e.g., ServiceNow, Jira Service Management).
• Experience implementing and supporting complex business systems and SDLC processes.
• Knowledge of ITIL, COBIT, Lean, Six Sigma or similar frameworks.

Responsibilities

• Lead major incident responses, root-cause analysis, and service restorations to minimize downtime.
• Identify gaps in ITSM processes and implement tooling or process improvements.
• Coordinate server, network, and application patching, security updates, and capacity planning.
• Configure, test, monitor, and support application changes and release activities across environments.
• Partner with software vendors and consultants to ensure successful delivery and adoption.
• Drive continuous improvement through industry best practices, automation initiatives, and UAT support.

Skills

Analytical thinking

Stakeholder communication

Project coordination

Strong problem-solving

Education

Bachelor's degree in related field

Tools

ServiceNow

Jira Service Management

Job description

Ball Corporation in Queretaro, MX is seeking a Sr ITS Analyst to join its IT Operations team. You will implement and support complex technology solutions, ensuring service stability and continuity across Ball’s IT landscape.

You will collaborate with business stakeholders, IT teams, and partners to translate requirements into scalable, reliable services. The role emphasizes major incident management, change and problem management, and ongoing improvement initiatives.