Principal Analyst Service Management

What You Need To Know

 

Open the door to a groundbreaking tech career with an industry leader. Southern Glazer’s Wine & Spirits is North America’s preeminent wine and spirits distributor, as well as a family-owned, privately held company with a 50+ year legacy of success. To create a new era in alcohol beverage sales and service, we’re heavily invested in the most transformative new technologies – and the most brilliant tech professionals. Southern Glazer’s was named by Newsweek as a Most Loved Workplace and is included on the Forbes lists for Largest Private Companies and Best Employers for Diversity.

 

As a full-time employee, you can choose from a full menu of our Top Shelf Benefits, including comprehensive medical and prescription drug coverage, dental and vision plans, tax-saving Flexible Spending Accounts, disability coverage, life insurance plans, and a 401(k) plan. We also offer tuition reimbursement, a wellness program, parental leave, vacation accrual, paid sick leave, and more.

 

We offer continuous learning and career growth in a fast-paced environment where you are respected, your voice is heard, and technology is part of our strategy for success. If you’re looking to fill your glass with opportunity, come join our FAMILY.

Overview

 

The Principal Service Management Analyst is an individual contributor that focuses on technical work in the software development, product release, and infrastructure space. The work focuses on solving business problems through technology, evaluates technologies, best practices and implements changes to streamline operations.  The job requires strong business acumen and strong leadership competencies based on the level of the leadership role.

Specialized Skills and Technologies

 

• ITIL Certified (minimum - Foundation level Version 4), Experience with ITSM Tools (ServiceNow, Cherwell, BMC, etc.) 
• 10+ years prior experience with IT Service Management, specializing in Problem Management and Service Improvement
• Define and implement an end-to-end enterprise Problem Management process, policies, and procedures
• Responsible for ensuring proper execution of Problem Management activities, including driving to root cause, and identification of known errors
• Measure the effectiveness of the process, demonstrating reduction in repeat incidents and impacts to the business
• Drive initiatives to improve service, partnering with other process owners, stakeholders, and the ITSM product owners as necessary
• Prior experience working in an Agile framework, bringing forward business problems and requirements, and accepting and testing solutions provided
• Exposure to state-of-the-art capabilities, such as machine learning, predictive intelligence, and clustering to identify patterns and uncover opportunities
• Proficiency with MS Suite, Continuous Improvement / Process Management experience (Agile, Six Sigma/LEAN, DMS) including relevant certification 

Primary Responsibilities

 

• Dive in and figuring out how to make a business solution work
• Look ahead to see where the leading or bleeding edge is going
• Pursue IT certifications
• Dig into technology details
• Problem-solving
• An ongoing willingness to learn and dig deep into technical details

Preferred Qualifications

 

• Bachelor's degree or at least 5 years in an IT Service Management role

Minimum Qualifications

 

• Bachelor’s degree or equivalent experience in IT Service Management 
• 5+ years in a technology role
• Critical and creative thinker
• Problem Solver 
• Adaptability and ability to manage change
• Results-oriented
• Excellent technical abilities
• Strong leadership
• Excellent decision-making skills
• Strong communication skills
• Strong business acumen
• Adaptability to new technology
• Ability to foster a team environment with Agile delivery values
• Ability to bring forward new innovative ideas
• Business Acumen
• Coaching
• Effective Communication
• Executive Presence
• Influencing
• Teamwork and Collaboration
• Delivers Results

Agile Delivery Values

 

• Openness – Team and stakeholders agree to be open about all work and challenges 
• Commitment – Personally commit to achieving the goals of the team 
• Respect – Respect your team members to be capable and independent 
• Courage – You have courage to do the right thing and work on tough problems 
• Focus – Everyone focus on the work in the sprint and the goal of the scrum team.  Rise and fall as a team