Description

What makes this a great opportunity?

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

Reports To: IT Service Delivery Manager

Direct Reports: None

Key Organizational Interfaces:

• Suntory Global Spirits end-users, executives, and IT colleagues
• Vendors and 3rd party service providers

Role Dimension: Local to your country / region

Geographic Locations Supported: Based out of our James B. Beam facility in Clermont, your primary responsibility will be local on-site support for offices and production site in Clermont Kentucky. Secondarily supporting our other Kentucky locations as needed. A valid driver license and reliable transportation is required for this role.

Qualifications

• 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
• Minimum 7 years supporting Microsoft Windows 10, Office 365 and related hardware in a midsize company
• Experience in a global role is a plus
• ITIL certification is preferred
• 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