Senior Analyst IT Service Management_

Dallas

**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 Analyst IT Service Management focuses on gathering and interpreting data, gathering, and documenting business requirements, defining and documenting processes (process flows/swim lanes), and standardization of data and processes. Can resolve transaction / data/ process discrepancies. Helps to determine opportunities to automate, streamline, and standardize data and or processes. Creates business requirements documents and knows enough about a platform/technology to create a functional specs for use in building a technical solution through configuration or coding. May do some light configuration and use tools to do the work required to do analysis.

**Specialized Skills and Technologies**

+ 3+ years experience with ServiceNow ITSM including Reporting as well as Predictive offerings within ITSM Pro

+ 3+ years experience with process engineering leveraging tools such as Microsoft Visio

+ Product / Process Ownership experience (Agile, Six Sigma/LEAN, DMS) including relevant certification

+ Previous experience personally writing Agile stories, acceptance criteria including refinement sessions with business stakeholders

+ ITIL Certified (minimum - Foundation level Version 4)

+ Proficiency with Microsoft 365 suite

**Primary Responsibilities**

+ Gather and analyze data

+ Interpret gathered data

+ Submit reports to the relevant department heads and management

+ Find patterns and trends in the analyzed data

+ Help management and other teams achieve business goals and needs

+ Establish new data gathering and analysis techniques within the organization

+ Formulate procedural manuals for departments

+ Track and reconcile data

+ Supports the execution of a specific IT Service Management process in response to business needs and requests

+ Produce and analyze data, reports with commentary.

+ Analyze and interpret information for planning and control purposes.

+ Define, track and monitor KPIs

+ Identify and mitigate risks

+ Perform other duties as assigned and contribute to the success of the department and function at Southern Glazer’s Wine & Spirits.

+ Assist in determining opportunities to redesign ETP processes to achieve better results

+ Assist in determining opportunities to automate ETP processes and functions

+ Communicate systems and procedural changes to end users through excellent written and oral communications

+ Support the education and training of end users, working to increase end user proficiency and adoption of implemented solutions

+ Understand, communicate, and reinforce standard process concepts and methodology within the ETP organization

+ Supports communications, meetings, and other collaborations as appropriate to effectively perform work and to understand, resolve, and/or mitigate risks, obstacles, issues, and conflicts

+ Monitor, coordinate metrics and act on exceptions to address issues

**Preferred Qualifications**

+ Master’s Degree

**Minimum Qualifications**

+ Bachelor’s Degree

+ 3+ years relevant work experience

+ Critical thinker

+ Analytical/ID key interdependencies

+ Influencer

+ Results-oriented

+ Bachelor’s Degree

+ Excellent communications

+ Excellent presentation skills

+ Coaching/Mentoring

+ Strategic thinker

+ Can analyze an issue and troubleshoot

+ Responsible for mentorship of junior team members

+ Proficient change management skills

+ Capability to understand SGWS’ application portfolio as well as how the different systems contribute to daily business operations

+ Demonstrated ability to lead teams and influence across organizations

+ Excellent analytical, problem solving, decision-making and quantitative analysis skills to provide insights into performance and efficiency opportunities

+ Must be self-directed, autonomous, and yet be able to work well with multiple individuals at all levels of the organization on a regular basis, also demonstrate leadership skills and abilities

+ Strong planning and organizational skills to work in a fast-paced environment and manage multiple priorities

+ Understanding of IT processes and ability to translate and communicate technical concepts into business language

+ Excellent customer service skills in all interactions with internal and external customers, including but not limited to personnel from other divisions, vendors, suppliers, and other departments

+ Excellent communication, leadership, and interpersonal skills to build relationship and collaboration across different departments, sometimes virtually

+ Conduct root-cause analysis to identify variances and implement corrective actions

+ Able to lead meetings and coordinate activities to keep teams on task

**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

**Physical Demands**

+ Physical demands include a considerable amount of time sitting and typing/keyboarding, using a computer (e.g., keyboard, mouse, and monitor), or mobile device

+ Physical demands with activity or condition may occasionally include walking, bending, reaching, standing, squatting, and stooping

+ May require occasional lifting/lowering, pushing, carrying, or pulling up to 20lbs

**EEO Statement**

Southern Glazer's Wine and Spirits, an Affirmative Action/EEO employer, prohibits discrimination and harassment of any type and provides equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training. Southern Glazer's Wine and Spirits provides competitive compensation based on estimated performance level consistent with the past relevant experience, knowledge, skills, abilities and education of employees. Unless otherwise expressly stated, any pay ranges posted here are estimates from outside of Southern Glazer's Wine and Spirits and do not reflect Southern Glazer's pay bands or ranges.

Southern Glazer's Wine and Spirits provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.