Senior ITSM Analyst

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 Senior ITSM Analyst is responsible for optimizing IT service delivery to meet business needs and organizational goals. This role involves managing moderate to complex inquiries, developing and implementing advanced IT service delivery, and establishing robust processes to ensure adherence to best practices. The Senior ITSM Professional will educate teams involved in the IT Change Management process, fostering a culture of continuous process enhancement. Additionally, this role requires a moderate degree of autonomy, and the ability to diagnose and resolve issues independently.  

Specialized Skills and Technologies

 

• Experience with enterprise ITSM tools (ServiceNow preferred) and change management modules.
• Knowledge of Agile and DevOps practices is a plus.
• Advanced knowledge of IT service management frameworks (e.g., Information Technology Infrastructure Library (ITIL))

Primary Responsibilities

 

• Lead change management initiatives to ensure the successful implementation of new services. 
• Analyze, assess, and document IT change requests for risk, impact, and readiness.
• Monitor and report on change metrics, trends, and compliance.
• Through a comprehensive understanding of IT Service Management processes, execute the change process and oversee the lifecycle from inception to completion.
• Create and sustain IT service strategies that align with organizational goals and drive value.
• Create and manage service catalog items, designing processes for capacity, availability, and continuity to meet business demands.
• Implement processes for continuous assessment and improvement, fostering a culture of innovation in service delivery.
• Respond to escalated issues and provide expert-level support to end users.
• Educate teams and reinforce best practices for IT Change Management, ensuring effective communication and knowledge sharing.
• Develop and communicate appropriate processes to update knowledge bases.
• Monitor service-level objectives to ensure requirements are met or exceeded.
• Facilitate Change Advisory Board meetings and ensure timely communication of change schedules. 

Preferred Qualifications

 

• 5 years of experience in IT Change Management; experience as an ITSM process owner is preferred.
• Extensive experience in IT service delivery processes and service level management.
• Proven expertise in continuous improvement methodologies, processes, techniques, and tools.
• Strong skills in process design, mapping, and implementation.
• Excellent communication and collaboration skills to effectively convey complex business and technical concepts while engaging with employees at all levels and leadership.
• Ability to work effectively with all levels of employees, including senior leadership.
• Proficiency in collecting and analyzing data to measure process performance, identify trends, and make data-driven decisions.
• Strong problem-solving skills to address complex quality and process-related issues.
• Experience with cloud-based ITSM solutions.
• Experience in process design and optimization.
• Strong analytical and data interpretation skills.

Minimum Qualifications

 

• Bachelor's degree in a related field (e.g., Information Systems, Engineering, etc.) or an equivalent combination of education and work experience. 
• ITIL Foundation certificati