Women of the Vine & Spirits · 1 day ago
Senior Analyst - Site Support
Clermont, KY
Full-time
Onsite
Senior Level
7+ years expWomen of the Vine & Spirits is a company under Suntory Global Spirits, seeking an IT Service Delivery Analyst to act as a liaison between the business and IT organization. The role involves managing and resolving IT-related issues, supporting end-users, and collaborating with global teams to enhance service delivery.
Food & Beverages
Responsibilities
Representing IT to the business, and being the voice of the business to IT
Align IT service offerings with business strategies, goals, and objectives
Participate in and collaborate with the Global Service Delivery teams
Troubleshoot 1st and 2nd level IT related issues from applications to hardware (workstations / phones / tablets)
Receive, log, and manage incidents and service requests using ServiceNow
Maintaining an asset inventory and track changes
Develop and maintain documentation / KB articles
Troubleshoot basic network issues
Escalate unresolved calls to the next level of support
Drive customer adoption and compliance
Develop and facilitate training sessions
Responsible for business satisfaction and the end user experience
The collective management of our hardware lifecycle (workstations, phones, peripherals, etc.) will be the responsibility of the local teams
Suggest improvements ideas within the team
Suggest innovative initiatives to add value to the business
Provide IT support for production and controls systems
Assist with Infrastructure setup and installations
Qualification
Required
Bachelor's degree, diploma, or educational equivalent
Minimum 7 years' experience in similar position / role
Ability to travel up to 5% of the time
Travel across local KY sites is required
Minimum 7 years supporting Microsoft Windows 10, Office 365 and related hardware in a midsize company
Best-in-class customer service
Strong technical acumen
Business Relationship Management
Ability to adapt to new environments and accept new challenges
Understanding of IT Service Management
Ability to present and discuss technical information in a meaningful way to end-users
Documentation, Organization and Prioritization
Strong team-oriented, collaborative, interpersonal skills
End-user training
Adhere to Service Level Agreements
Incident Management experience
Excellent oral and written communication skills
Self-motivated person who gains satisfaction from providing excellent end-user experience
Excellent problem-solving abilities
Preferred
Experience in a global role is a plus
ITIL certification is preferred
Company
Women of the Vine & Spirits
Women of the Vine & Spirits is the leading membership organization, worldwide, dedicated to boldly pushing the wine, beer and spirits industry toward a more diverse, equitable and inclusive era that empowers all to succeed.
2-10 employees
Funding
Current Stage
Early StageLeadership Team
Deborah Brenner
Founder & CEO
Company data provided by crunchbase