Sr. IT Services Analyst

A collective energy and ambition. A place where you can make a real difference.

We’re a company that genuinely cares about our people, our products, our consumers and the environment.

Our unique, informal culture champions courage, determination and collaboration. Knowing we have an open and supportive team means each of us has the freedom to take responsibility and ownership. We have a shared passion to work hard, innovate and push boundaries.

United by the belief that when we strive for growth, anything is possible. While we might not be the largest company in our industry, we believe we can have the biggest impact because: Together We Have the Power to Win.

Hybrid - Ewing, NJ

Description

At Church & Dwight, we value talented professionals with a strong desire to make a positive impact in our company. As a rapidly growing organization, we are always seeking enthusiastic and creative individuals whose action-oriented mindset will foster continued growth throughout our leading brands.

Role Summary             

The Sr. IT Services Analyst - IT Service Management plays a key role in ensuring high-quality and valuable IT service delivery. This position involves understanding, supporting, and enhancing IT Services through effective process and performance management. The analyst is responsible for executing and facilitating the IT Service Management framework and processes to achieve the organization's vision and strategy. This role requires independent management of specific IT Service Management components to drive successful outcomes, including contract management, financial planning touchpoints, IT change control facilitation, and support for managed services and vendor management.

The analyst collaborates with the Sr. Manager, IT Service Management, to monitor, analyze, and report on IT service effectiveness, implementing improvement plans as needed. This role ensures adherence to ITIL standards and IT procedures by both internal teams and vendors. Additionally, the analyst works with IT service owners to track vendor performance and coordinate service level reviews.

The Sr. IT Services Analyst may also support large IT projects or complex situations, playing a critical role in driving successful IT Service Management outcomes.

Role Accountabilities and Responsibilities   

• Maintains IT Contract Management processes and procedures. Drive for contract consistency and standards.
• Assesses, identifies, and implements efficiency improvements (i.e., lean process design, automation).
• Works with IT finance to ensure alignment between contracts, IT budget and forecast throughout the lifecycle of the contract.
• Works with International IT offices on contracts to ensure a common process globally.
• Supports the data definition, collection, and reporting of service & vendor performance.
• Monitors and assess SLAs, contractual obligations, and business satisfaction in collaboration with service and business owners. Drives corrective actions for service and contractual issues.
• Engages with the IT Service Management Sr. Manager and key stakeholders to understand and help shape the vision and strategy for IT Service Management.
• Maintains IT Service Management portfolio of processes and procedures documentation.
• Leverages the best practices of the ITIL framework. Measures, monitors and continuously improves processes and procedures.

• Integrates multi-sourced IT capabilities as seamless offerings to customers.
• Manages multivendor governance model and builds partnership mindset with vendors.

• Educates key stakeholders and support governance of ITIL processes (Incident Management, Change Management, Problem Management, etc.) and associated IT operating procedures.

Education and Experience     

• Bachelor’s degree from an accredited institution in Computer Science, IT Management, Business, or Engineering or related discipline or equivalent work experience (HR to check if degree is required or if equivalent experience can be used)
• 5+ years of Information Systems experience managing within a technology services environment. 
• Strong Experience with Vendor Management and ITIL governance is required.
• ITIL certification is preferred.
• Experience in IT Management and procurement of IT Services is preferred.
• Experience in data analysis and business/performance reporting is preferred.
• Experience implementing IT management frameworks and/or processes is preferred.
• Relevant business experience within manufact