Senior ITSM Analyst

Southern Glazer’s Wine & Spirits is seeking a Senior ITSM Analyst to optimize IT service delivery and implement advanced IT service delivery processes. The ideal candidate will have experience with ITSM tools, change management modules, and Agile and DevOps practices.

Requirements

• 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))
• 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.
• 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.

Benefits

• Comprehensive medical and prescription drug coverage
• Dental and vision plans
• Tax-saving Flexible Spending Accounts
• Disability coverage
• Life insurance plans
• 401(k) plan
• Tuition reimbursement
• Wellness program
• Parental leave
• Vacation accrual
• Paid sick leave