Senior Analyst - Site Support

Suntory Global Spirits

1d•Onsite

About The Position

As an IT Service Delivery Analyst, you will act as a liaison between the business and IT organization. You might excel in this role if your technical abilities are described as a jack of all trades. You will be responsible for managing and resolving tickets within the SLA and provide support for IT related issues from software to hardware including applications, iPhones, workstations, and printers, escalating when needed. Your role will include taking ownership of end-user problems, following up with internal teams on behalf of the user and communicating the progress in a timely manner. You are required to document support information and resolution notes for knowledge base articles and participate in tasks and projects with a global team. You will also serve as remote hands for level 3 teams. Support of plant production IOT applications and devices. Some on-call availability is required. Role Responsibilities Representing IT to the business, and being the voice of the business to IT Align IT service offerings with business strategies, goals, and objectives Participate in and collaborate with the Global Service Delivery teams Troubleshoot 1st and 2nd level IT related issues from applications to hardware (workstations / phones / tablets) Receive, log, and manage incidents and service requests using ServiceNow Maintaining an asset inventory and track changes Develop and maintain documentation / KB articles Troubleshoot basic network issues Escalate unresolved calls to the next level of support Drive customer adoption and compliance Develop and facilitate training sessions Responsible for business satisfaction and the end user experience The collective management of our hardware lifecycle (workstations, phones, peripherals, etc.) will be the responsibility of the local teams. Suggest improvements ideas within the team Suggest innovative initiatives to add value to the business Provide IT support for production and controls systems Assist with Infrastructure setup and installations

Requirements

Bachelor’s degree, diploma, or educational equivalent
Minimum 7 years’ experience in similar position / role
Ability to travel up to 5% of the time
Travel across local KY sites is required
A valid driver license and reliable transportation is required for this role.
Minimum 7 years supporting Microsoft Windows 10, Office 365 and related hardware in a midsize company
Best-in-class customer service
Strong technical acumen
Business Relationship Management
Ability to adapt to new environments and accept new challenges
Understanding of IT Service Management
Ability to present and discuss technical information in a meaningful way to end-users
Documentation, Organization and Prioritization
Strong team-oriented, collaborative, interpersonal skills
End-user training
Adhere to Service Level Agreements
Incident Management experience
Excellent oral and written communication skills
Self-motivated person who gains satisfaction from providing excellent end-user experience
Excellent problem-solving abilities

Nice To Haves

Experience in a global role is a plus
ITIL certification is preferred

Responsibilities

Representing IT to the business, and being the voice of the business to IT
Align IT service offerings with business strategies, goals, and objectives
Participate in and collaborate with the Global Service Delivery teams
Troubleshoot 1st and 2nd level IT related issues from applications to hardware (workstations / phones / tablets)
Receive, log, and manage incidents and service requests using ServiceNow
Maintaining an asset inventory and track changes
Develop and maintain documentation / KB articles
Troubleshoot basic network issues
Escalate unresolved calls to the next level of support
Drive customer adoption and compliance
Develop and facilitate training sessions
Responsible for business satisfaction and the end user experience
The collective management of our hardware lifecycle (workstations, phones, peripherals, etc.) will be the responsibility of the local teams.
Suggest improvements ideas within the team
Suggest innovative initiatives to add value to the business
Provide IT support for production and controls systems
Assist with Infrastructure setup and installations