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 escalat[e].

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 experience facilitating CAB and RCA sessions with technical and business stakeholders.

Strong analytical skills and familiarity with root cause analysis methodologies.

Excellent written and verbal communication, including executive-level reporting.

Preferred Qualifications

Experience in a regulated or high-availabilit

📌 ITSM Change (Argentina)
🏢 Partner One Capital
📍 Argentina