Senior Analyst - IT Service Management at Sysco

Sri Lanka

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Not SpecifiedCompensation

Senior (5 to 8 years)Experience Level

Full TimeJob Type

UnknownVisa

Information Technology, Food Service DistributionIndustries

Requirements

3+ years of experience in technical support/systems administration
Excellent verbal, written, and interpersonal communication skills
Strong analytical and troubleshooting skills
Knowledge of IT Service Management practices and working experience in tools such as ServiceNow
DevOps knowledge (added advantage)
The ability to grasp new technologies and concepts
ITIL Foundation certification (added advantage)
Technical knowledge and experience on working with: Windows/Linux environments, SQL, Active Directory, Scripting, etc
Network troubleshooting knowledge including LAN/WAN, DHCP, TCP/IP, Firewalls, and Routing
AWS/Azure knowledge

Responsibilities

Performing/coordinating Proactive and Reactive Problem Management operations throughout their lifecycle
Collaborating with stakeholders to create and implement problem-solving solutions
Challenging Root Cause Analysis and providing pertinent suggestions and solutions through study and research
Initiating and leading Problem Management calls with various stakeholders, providing progress updates via relevant channels until problems are resolved
Chairing/presenting at weekly, bi-weekly, monthly meetings, any operational updates
Monitoring and managing problems and ensuring SLAs are met for those problems by following up with service owners
Analysing trends, patterns, and relationships to establish opportunities for permanent fixes and improvements
Ensuring Problem Management processes are followed by service owners and escalating any non-compliances with IT leadership
Documenting and escalating risks and lessons learned during problem investigations
Following up on permanent fixes and other tasks until closure
Continuously governing, innovating, improving, and transforming tools, processes, procedures, and practices within the ITSM domain
Conducting trainings and awareness sessions to stakeholders on the processes, policies, procedures, and practices
Contributing to other IT Service Management initiatives

Skills

IT Service Management

Problem Management

Root Cause Analysis

ServiceNow

DevOps

Systems Administration

Technical Support

Stakeholder Collaboration

SLA Management

ITSM Processes

Sysco

Foodservice distribution for restaurants and healthcare

About Sysco

Sysco Corporation specializes in foodservice distribution, primarily serving restaurants, healthcare facilities, and educational institutions. The company offers a variety of products and services, including food items, kitchen equipment, and marketing support, tailored to meet the specific needs of its clients. Sysco differentiates itself from competitors by providing comprehensive solutions, such as the "Restaurants Rising Toolkit" during the COVID-19 pandemic, which helps restaurants adapt to new dining trends. The goal of Sysco is to make running a restaurant easier and more profitable for its clients.

Houston, TexasHeadquarters

1970Year Founded

IPOCompany Stage

Food & AgricultureIndustries

Benefits

Health Insurance

401(k) Retirement Plan

401(k) Company Match

Professional Development Budget

Performance Bonus

Risks

Increased competition from tech-driven solutions could impact Sysco's market share.

Reliance on partnerships for technology advancements may pose risks if results are unmet.

Socially responsible investing trends may pressure Sysco to improve ESG standards.

Differentiation

Sysco offers comprehensive B2B solutions, including food products, equipment, and marketing services.

The company provides flexible payment options and waives delivery minimums for scheduled deliveries.

Sysco's 'Restaurants Rising Toolkit' supports restaurants adapting to new dining trends.

Upsides

Sysco can capitalize on the demand for plant-based and alternative protein products.

The rise of ghost kitchens offers Sysco opportunities for specialized supply chain solutions.

Digital transformation in foodservice allows Sysco to enhance service offerings and engagement.

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