Join the leading beverage provider, Reyes Coca-Cola Bottling!

Shift: Full Time, 1st shift (8am-5pm)
Benefits: Medical, Dental, Vision, 401K Match, PTO, Education Reimbursement

If you enjoy our products, you’ll really enjoy being a part of our team!

Pay Transparency Statement:

The compensation philosophy reflects the Company’s reasonable expectation at the time of posting. We consider a number of factors when making individual compensation decisions including, but not limited to, skill sets, experience and training, and other business needs. This role may also be eligible to participate in a discretionary incentive program, subject to the rule governing the program.

Position Summary:

The IT System Analyst for IT Services and IT Service Management (ITSM) analyzes, designs, implements, and maintains IT service management processes and systems that optimize the delivery of IT services for the company. This position focuses on ensuring that IT services are aligned with business needs and delivered effectively through ITSM tools and frameworks. The IT System Analyst collaborates with service delivery teams, ITSM platform administrators, and business stakeholders to drive process improvements, enhance service delivery, and ensure compliance with ITSM best practices.

Position Responsibilities may include, but not limited to:

Analyze current IT service management processes and workflows, identify areas for improvement, and design optimized solutions that enhance service efficiency and quality
Collaborate with IT service teams to develop and implement ITSM processes, including incident, problem, change, service and request management
Collaborate with IT teams to integrate ITSM systems with other enterprise systems and tools and ensure seamless data flow and process automation
Support and maintain ITSM platforms, troubleshoot issues, and implement system updates and enhancements
Develop and maintain dashboards and reports that provide visibility into IT service performance, i.e., key metrics such as SLA compliance, incident response times, service availability, etc.
Analyze service performance data to identify trends, areas for improvement, and opportunities to enhance service delivery
Communicate findings and recommendations to IT leadership and business stakeholders
Provide guidance and support to IT teams and end-users on ITSM processes and tools and ensure effective and consistent usage
Develop SOPs to assist with Knowledge Transfer to offshore support resources
Lead the analysis of recurring incidents and problems to identify root causes and develop long-term solutions that prevent future occurrences
Collaborate with service delivery teams to implement corrective actions and monitor their effectiveness
Support the change management process by analyzing the impact of proposed changes
Support the Root Cause analysis process by attending calls and assisting with updating tasks
Remain current with emerging trends/technologies in IT service management and ITSM platforms
Research opportunities to enhance IT service delivery through the adoption of new tools, processes and best practices
Other projects or duties as assigned

Required Skills and Experience:

Bachelor’s degree and 1 to 2 plus years of experience in IT service management, systems analysis, or a related IT field or HS Diploma/GED and 5 plus years of experience in IT service management, systems analysis, or a related IT field
Agile and ITSM platforms, etc., ServiceNow, Azure DevOps, etc. experience
Strong problem-solving and troubleshooting skills
Ability to work independently
Expert proficiency in gathering business requirements, process flows, use cases, and modeling/mapping as-is and to-be business processes
Excellent verbal and written communication skills
Strong proficiency in Microsoft Systems, i.e., Excel, Word, PowerPoint, etc.
Ability to be on a rotational 24x7 on-call schedule
Travel up to 25%
This position must pass a post-offer background and drug test

Preferred Skills and Experience:

Bachelor’s degree
Change management experience
Strong understanding of IT service management frameworks (e.g., ITIL) and processes
Incident, problem, change, and request management workflow experience
Knowledge of business processes
Ability to effectively work with and in the business automating and streamlining business processes

Physical Demands and Work Environment:

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Due to the nature of our business in regard to such things as delivery schedules, order inputs, selection, and Department of Transportation Hours of Service, overtime, attendance and punctuality are essential job functions. Should an individual in this classification not be able to adhere to this requirement due to a disability, they should contact their Human Resources department to see what, if any, reasonable accommodation may be made.