ITSM Analyst Job at Ocean Spray
Position Overview/Introduction: Ocean Spray is hiring for ITSM Analyst on our Tech team in Lakeville, MA! We're an iconic brand and a farmer-owned cooperative. Being part of Ocean Spray means making an impact in support of our family-farmers, while also building experience you cannot get anywhere else. If you're looking for a meaningful opportunity, this role may be for you!
Position location: This is a remote role.
A Day in The Life of an ITSM Analyst:
- Management of ITSM and ITAM Ivanti solution including implementation support, workflow development, access control, reporting management, and nurturing the solution
- Ownership of KPIs, Dashboards, and other metrics to manage ITSM and ITAM solution including Tech executive reporting
- Serve as technical resource in establishing, maintaining, supporting, and upgrading associated ITIL standards
- Provide technical expertise to resolve ITSM and ITAM related issues, as well as expertise in the design, implementation, and maintenance of IT related processes
- Maintains knowledge management articles and ITSM service catalog
- Collaborates with Tech leaders and Tech colleagues to drive IT efficiencies through automation and workflows
- Leader of weekly Change Advisory Board (CAB) meeting including consolidation of changes, presenting changes, and recapping results of authorizations, holds, and rejections
- Responsible for change management and problem management supporting the organizational commitments for SLAs and MTTR
- Ensure APIs, connectors, and agents to ancillary systems are configured and working properly
- Develop and maintain low-code/no-code workflows for Ivanti ITSM solution.
What You'll Need:
- ITIL 4 Certification
- Knowledge in IT systems and software
- Strong problem-solving and interpersonal skills
- Excellent verbal and written communication
- Project management expertise
- End user customer service experience
- Understanding of problem management, service management, knowledge management, and incident management
- ITAM & ITSM solutions management experience
- Dashboard development and KPI management experience
- Experience with Change Management
- Automation and workflow development experience
- Asset Management experience
- Ivanti or other SaaS ITSM/ITAM solution experience
- Bachelor's Degree Preferred.
Compensation/Benefits:
- Competitive Base Salary
- Medical, Dental, and Vision Insurance on day one
- Performance Bonus
- 401K with up to 10% in matching contributions
- Bright Horizons Family Solutions – Back up care, tutoring, etc.
- Transgender benefits
- Fertility benefits
- Tuition Reimbursement Program
- Paid holidays and vacation days
- Up to $300 Fitness Reimbursement
- Up to $300 Massage Reimbursement
- Health Resources including Free Lyra membership, 1:1 Health Coaching and more.
- Access to LinkedIn Learning
Annual Salary:
$69,800 - $95,900
The base salary range information above serves as a guideline of the position’s typical hiring range.
We value and appreciate what makes you unique and will consider a variety of factors when determining an offer.
These factors include, but are not limited to, your skills and experience, external and internal benchmarks, as well as overall company considerations.
Certain positions may be eligible for short-term and long- term incentive rewards. We also offer a competitive and comprehensive benefits program that supports all aspects of your health and well-being.
Benefits:
- Complete insurance package on Day-1 that includes a plethora of health and wellness programs
- Health insurance
- Dental insurance
- Vision insurance
- Health savings account
- Flexible spending account
- Life and accident insurance
- Employee assistance program
- Telehealth services
- Fertility benefits
- Transgender benefits
- 1:1 health coaching and more
- 401K opportunity, with the potential of Company contributions (up to 10% in matching contributions)
- Flexible scheduling options
- Vacation pay, up to three weeks of time (pro-rated for your first year of employment)
- Holiday pay for 12 holidays
- Career development and growth opportunities
- Tuition/Education assistance programs
- Access to LinkedIn Learning
- Scholarship programs for children of employees
- Parental leave
- Bright Horizons Family Solutions – Back-up care, tutoring, etc.
- Adoption assistance
- Bereavement leave
- Up to $300 fitness reimbursement
- Up to $300 massage reimbursement
- Employee appreciation events
- Employee discounts
- Charitable giving
Who We Are:
You might have our iconic cranberry juice in your fridge or have gotten into heated holiday debate about what’s better - canned or fresh cranberry sauce. But did you know that the hardworking people growing the superfruit in our products are 700 family farmers that own our cooperative? They entrust us with what is most precious to them to create new and innovative products that will delight consumers and grow this beloved brand today and into the future.
Team members, farmers, consumers and communities alike-we value what makes us unique and strive to connect our farms to families for a better life by living our values:
Team members, farmers, consumers and communities alike-we value what makes us unique and strive to connect our farms to families for a better life by living our values:
- Grower Mindset – We embrace our grower-owners innovative spirit and heritage through confidence, learning and focus on the future.
- Sustainable Results – Guided by purpose, we are focused on delivering results for our grower-owners.
- Integrity Above All – We are ethical, doing the right thing for our grower-owners, customers, consumers and each other
- Inclusive Teamwork – We build diverse and inclusive teams that strengthen our cooperative.
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or veteran status.
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