Sr. IT Service Oper Analyst
WestRock (NYSE:
WRK) partners with our customers to provide differentiated paper and packaging solutions that help them win in the marketplace. WestRock's 50,000 team members support customers around the world from more than 320 operating and business locations spanning North America, South America, Europe, Asia, and Australia. Learn more at www.westrock.com. Our technology organization is transforming how we work at WestRock. We align with our businesses to deliver innovative solutions that:
Address specific business challenges, integrate processes, and create great experiences Connect our work to shared goals that propel WestRock forward in the Digital Age Imagine how technology can advance the way we work by using disruptive technology We are looking for forward thinking technologists that can accelerate our focus areas such as building stronger foundational technology capabilities, reducing complexity, employing digital transformation concepts, and leveraging disruptive technology. The opportunity:
WestRock is seeking a Sr. IT Service Operations Analyst to join a dynamic and exciting group within the IT Service Strategy and Operations organization. The primary responsibilities for this role will be directly related to ITSM (IT Service Management) Incident Management, and serve as a partner with our Service Desk team, and includes incident monitoring, knowledge and training, quality assurance, trend analysis, metrics, measurement, and reporting, and other areas possibly for mobile support, etc. The Analyst will also help define and improve processes and identify opportunities for gaining efficiencies in services and solutions leading to materially improving IT operational efficiency, improving quality, maximizing capacity, and reducing operational waste. The Analyst may also lead or participate on teams related to Technology Change Management areas such as services process automation, Virtual Agent/Chatbot, Command Center/Phone System, Vendor Access, Application On-Boarding, etc. How you will impact WestRock:
The Sr. IT Service Operations Analyst is responsible for performing Incident Management day-to-day operational tasks demanded by the process activities or as specifically assigned. Provide direct support to the IT Service Desk employees in knowledge, training, and coordination of IT incidents and escalations. May assist with onboarding of new users. Provide data analysis to understand service tickets, quality audits, reporting, and how best to support customers for improving quality, productivity, and customer service. Responds to requests to evaluate Incidents that are aged or have been reassigned beyond the service target, and that fall within defined guidelines and escalating more complex problems to other technical support teams with warm hand-offs and/or pulling a team together to focus the troubleshooting and root cause analysis. Maintains awareness of service level agreement targets to help meet and exceed requirements or identify gaps or areas where expectations are not being met. Analyzes information on typical types of incidents to determine causes and document findings; identifies patterns or links among or between incidents; directs next steps required by type of incident; recommends new approaches to incident investigation and response. Troubleshoot, diagnose, and resolve any technological software and/or hardware issues and may include Mobile devices. Becomes a Subject Matter Expert in a specific technology platform, such as Agent Workspace, Chatbot, Live Agent Transfer, Nexthink, or other service and support tools. Review opportunities for process enhancements and for improving the efficiency and effectiveness of the process. May initiate improvements in the ITSM Processes, Service Operations, and within the ServiceNow module. May also develop, participate on, or lead improvement opportunities based on ITIL/IT Service Management (ITSM), Lean Six Sigma, Agile frameworks that lead to performance improvement and service stability. Ensure process documentation including procedures, knowledge articles, process flows, policies and training materials are up to date and reflect current state as well as develop new content for new areas stemming from process or service operations improvement initiatives. Evaluates service procedures to ensure accuracy and relevance for properly manage service delivery expectations. May assist with the creation of service and support process flowcharts. Conduct testing via UAT, etc. for new solutions, technology changes, process improvements, etc. May support the Contractor and/or Vendor Access processes and assist the Service Desk in user on-boarding and successful connection and/or resource access. Understands and shares Change Requests coming, and how they might impact from a service and support perspective. May serve as an on-call Major Incident Management (MIM) Leader to facilitate major incidents, more specifically Severity 1. What you need to succeed:
Bachelor's degree in a Computer Science or Technical field or other related degree (Required); MBA or other advanced degree preferred 5-7 years of general IT service and support experience Minimum 3 years' experience specifically in Service Desk, Service Operations, or Incident Management Ability to perform standard Tier 1 to 2 IT computer support efficiently and effectively Has strong process competencies Strong computer literacy skills, especially an understanding of Excel, Microsoft Office365, PowerPoint, SharePoint, Visio, MS Teams. Experience with PowerBI is preferred. Organized with good time-management skills Strong written and verbal communication skills to build and develop relationships with internal and external stakeholders An ability to gather and use data to identify areas of change or improvement that can bring about the greatest benefit to the business Committed customer focus mindset and ability to engage with all levels of the organizations and at our plants and mills Strong level of collaboration and ability to influence others especially those with a technical background An ability to analyze data/information and explain the results clearly and succinctly Ability to work under general supervision and is competent to work independently on most service and support activities Additional:
Technical aptitude and a solid understanding of WestRock business systems 3
years of experience with ServiceNow or other ticketing system equivalent preferred Experience with service automation and troubleshooting tools ITIL V3/4 Foundation's certification is preferred, ITIL V3/4 Expert certification is a plus Ability to manage multiple projects or tasks simultaneously with competing deadlines in a fast-paced and dynamic environment. Must be a self-starter and comfortable operating independently and be able to navigate with autonomy; provide updates on progress, re-confirm priorities, flexible and seek to clarity/help in the event of roadblocks. Able to commit to working non-standard hours on occasion. Demonstrate ability to communicate clearly and concisely, both orally and in writing. An ability to analyze data/information and explain the results clearly and succinctly. Answers questions clearly and correctly. Important to be a great listener and show empathy especially in escalated situations. Ability to technically document and educate others on service and support topics Experience with enterprise hardware and software implementation, application development and hosting, networking concepts, or datacenter infrastructure and operations What we offer:
Corporate culture based on integrity, respect, accountability, and excellence Comprehensive training with numerous learning and development opportunities An attractive salary reflecting skills, competencies, and potential A career with a global packaging company where Sustainability, Safety and Inclusion are business drivers and foundational elements of the daily work. WestRock Company is an Equal Opportunity Employer committed to creating and maintaining a diverse workforce:
Minorities/Females/ Disabled/Veterans. ATR13690
Salary Range:
$100K -- $150K
Minimum Qualification
Technical Product Management, IT ConsultingEstimated Salary: $20 to $28 per hour based on qualifications.
WRK) partners with our customers to provide differentiated paper and packaging solutions that help them win in the marketplace. WestRock's 50,000 team members support customers around the world from more than 320 operating and business locations spanning North America, South America, Europe, Asia, and Australia. Learn more at www.westrock.com. Our technology organization is transforming how we work at WestRock. We align with our businesses to deliver innovative solutions that:
Address specific business challenges, integrate processes, and create great experiences Connect our work to shared goals that propel WestRock forward in the Digital Age Imagine how technology can advance the way we work by using disruptive technology We are looking for forward thinking technologists that can accelerate our focus areas such as building stronger foundational technology capabilities, reducing complexity, employing digital transformation concepts, and leveraging disruptive technology. The opportunity:
WestRock is seeking a Sr. IT Service Operations Analyst to join a dynamic and exciting group within the IT Service Strategy and Operations organization. The primary responsibilities for this role will be directly related to ITSM (IT Service Management) Incident Management, and serve as a partner with our Service Desk team, and includes incident monitoring, knowledge and training, quality assurance, trend analysis, metrics, measurement, and reporting, and other areas possibly for mobile support, etc. The Analyst will also help define and improve processes and identify opportunities for gaining efficiencies in services and solutions leading to materially improving IT operational efficiency, improving quality, maximizing capacity, and reducing operational waste. The Analyst may also lead or participate on teams related to Technology Change Management areas such as services process automation, Virtual Agent/Chatbot, Command Center/Phone System, Vendor Access, Application On-Boarding, etc. How you will impact WestRock:
The Sr. IT Service Operations Analyst is responsible for performing Incident Management day-to-day operational tasks demanded by the process activities or as specifically assigned. Provide direct support to the IT Service Desk employees in knowledge, training, and coordination of IT incidents and escalations. May assist with onboarding of new users. Provide data analysis to understand service tickets, quality audits, reporting, and how best to support customers for improving quality, productivity, and customer service. Responds to requests to evaluate Incidents that are aged or have been reassigned beyond the service target, and that fall within defined guidelines and escalating more complex problems to other technical support teams with warm hand-offs and/or pulling a team together to focus the troubleshooting and root cause analysis. Maintains awareness of service level agreement targets to help meet and exceed requirements or identify gaps or areas where expectations are not being met. Analyzes information on typical types of incidents to determine causes and document findings; identifies patterns or links among or between incidents; directs next steps required by type of incident; recommends new approaches to incident investigation and response. Troubleshoot, diagnose, and resolve any technological software and/or hardware issues and may include Mobile devices. Becomes a Subject Matter Expert in a specific technology platform, such as Agent Workspace, Chatbot, Live Agent Transfer, Nexthink, or other service and support tools. Review opportunities for process enhancements and for improving the efficiency and effectiveness of the process. May initiate improvements in the ITSM Processes, Service Operations, and within the ServiceNow module. May also develop, participate on, or lead improvement opportunities based on ITIL/IT Service Management (ITSM), Lean Six Sigma, Agile frameworks that lead to performance improvement and service stability. Ensure process documentation including procedures, knowledge articles, process flows, policies and training materials are up to date and reflect current state as well as develop new content for new areas stemming from process or service operations improvement initiatives. Evaluates service procedures to ensure accuracy and relevance for properly manage service delivery expectations. May assist with the creation of service and support process flowcharts. Conduct testing via UAT, etc. for new solutions, technology changes, process improvements, etc. May support the Contractor and/or Vendor Access processes and assist the Service Desk in user on-boarding and successful connection and/or resource access. Understands and shares Change Requests coming, and how they might impact from a service and support perspective. May serve as an on-call Major Incident Management (MIM) Leader to facilitate major incidents, more specifically Severity 1. What you need to succeed:
Bachelor's degree in a Computer Science or Technical field or other related degree (Required); MBA or other advanced degree preferred 5-7 years of general IT service and support experience Minimum 3 years' experience specifically in Service Desk, Service Operations, or Incident Management Ability to perform standard Tier 1 to 2 IT computer support efficiently and effectively Has strong process competencies Strong computer literacy skills, especially an understanding of Excel, Microsoft Office365, PowerPoint, SharePoint, Visio, MS Teams. Experience with PowerBI is preferred. Organized with good time-management skills Strong written and verbal communication skills to build and develop relationships with internal and external stakeholders An ability to gather and use data to identify areas of change or improvement that can bring about the greatest benefit to the business Committed customer focus mindset and ability to engage with all levels of the organizations and at our plants and mills Strong level of collaboration and ability to influence others especially those with a technical background An ability to analyze data/information and explain the results clearly and succinctly Ability to work under general supervision and is competent to work independently on most service and support activities Additional:
Technical aptitude and a solid understanding of WestRock business systems 3
years of experience with ServiceNow or other ticketing system equivalent preferred Experience with service automation and troubleshooting tools ITIL V3/4 Foundation's certification is preferred, ITIL V3/4 Expert certification is a plus Ability to manage multiple projects or tasks simultaneously with competing deadlines in a fast-paced and dynamic environment. Must be a self-starter and comfortable operating independently and be able to navigate with autonomy; provide updates on progress, re-confirm priorities, flexible and seek to clarity/help in the event of roadblocks. Able to commit to working non-standard hours on occasion. Demonstrate ability to communicate clearly and concisely, both orally and in writing. An ability to analyze data/information and explain the results clearly and succinctly. Answers questions clearly and correctly. Important to be a great listener and show empathy especially in escalated situations. Ability to technically document and educate others on service and support topics Experience with enterprise hardware and software implementation, application development and hosting, networking concepts, or datacenter infrastructure and operations What we offer:
Corporate culture based on integrity, respect, accountability, and excellence Comprehensive training with numerous learning and development opportunities An attractive salary reflecting skills, competencies, and potential A career with a global packaging company where Sustainability, Safety and Inclusion are business drivers and foundational elements of the daily work. WestRock Company is an Equal Opportunity Employer committed to creating and maintaining a diverse workforce:
Minorities/Females/ Disabled/Veterans. ATR13690
Salary Range:
$100K -- $150K
Minimum Qualification
Technical Product Management, IT ConsultingEstimated Salary: $20 to $28 per hour based on qualifications.
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