Job Information
Southern Glazer's Wine and Spirits Principal Analyst Service Management in Dallas, Texas
What You Need To Know
Open the door to a groundbreaking tech career with an industry leader. Southern Glazer’s Wine & Spirits is North America’s preeminent wine and spirits distributor, as well as a family-owned, privately held company with a 50+ year legacy of success. To create a new era in alcohol beverage sales and service, we’re heavily invested in the most transformative new technologies – and the most brilliant tech professionals. Southern Glazer’s was named by Newsweek as a Most Loved Workplace and is included on the Forbes lists for Largest Private Companies and Best Employers for Diversity.
As a full-time employee, you can choose from a full menu of our Top Shelf Benefits, including comprehensive medical and prescription drug coverage, dental and vision plans, tax-saving Flexible Spending Accounts, disability coverage, life insurance plans, and a 401(k) plan. We also offer tuition reimbursement, a wellness program, parental leave, vacation accrual, paid sick leave, and more.
We offer continuous learning and career growth in a fast-paced environment where you are respected, your voice is heard, and technology is part of our strategy for success. If you’re looking to fill your glass with opportunity, come join our FAMILY.
Overview
The Principal Service Management Analyst is an individual contributor that focuses on technical work in the software development, product release, and infrastructure space. The work focuses on solving business problems through technology, evaluates technologies, best practices and implements changes to streamline operations. The job requires strong business acumen and strong leadership competencies based on the level of the leadership role.
Specialized Skills and Technologies
ITIL Certified (minimum - Foundation level Version 4), Experience with ITSM Tools (ServiceNow, Cherwell, BMC, etc.)
10+ years prior experience with IT Service Management, specializing in Problem Management and Service Improvement
Define and implement an end-to-end enterprise Problem Management process, policies, and procedures
Responsible for ensuring proper execution of Problem Management activities, including driving to root cause, and identification of known errors
Measure the effectiveness of the process, demonstrating reduction in repeat incidents and impacts to the business
Drive initiatives to improve service, partnering with other process owners, stakeholders, and the ITSM product owners as necessary
Prior experience working in an Agile framework, bringing forward business problems and requirements, and accepting and testing solutions provided
Exposure to state-of-the-art capabilities, such as machine learning, predictive intelligence, and clustering to identify patterns and uncover opportunities
Proficiency with MS Suite, Continuous Improvement / Process Management experience (Agile, Six Sigma/LEAN, DMS) including relevant certification
Primary Responsibilities
Dive in and figuring out how to make a business solution work
Look ahead to see where the leading or bleeding edge is going
Pursue IT certifications
Dig into technology details
Problem-solving
An ongoing willingness to learn and dig deep into technical details
Preferred Qualifications
- Bachelor's degree or at least 5 years in an IT Service Management role
Minimum Qualifications
Bachelor’s degree or equivalent experience in IT Service Management
5+ years in a technology role
Critical and creative thinker
Problem Solver
Adaptability and ability to manage change
Results-oriented
Excellent technical abilities
Strong leadership
Excellent decision-making skills
Strong communication skills
Strong business acumen
Adaptability to new technology
Ability to foster a team environment with Agile delivery values
Ability to bring forward new innovative ideas
Business Acumen
Coaching
Effective Communication
Executive Presence
Influencing
Teamwork and Collaboration
Delivers Results
Agile Delivery Values
Openness – Team and stakeholders agree to be open about all work and challenges
Commitment – Personally commit to achieving the goals of the team
Respect – Respect your team members to be capable and independent
Courage – You have courage to do the right thing and work on tough problems
Focus – Everyone focus on the work in the sprint and the goal of the scrum team. Rise and fall as a team
Physical Demands
Physical demands include a considerable amount of time sitting and typing/keyboarding, using a computer (e.g., keyboard, mouse, and monitor), or mobile device
Physical demands with activity or condition may occasionally include walking, bending, reaching, standing, squatting, and stooping
May require occasional lifting/lowering, pushing, carrying, or pulling up to 20lbs
EEO Statement
Southern Glazer's Wine and Spirits, an Affirmative Action/EEO employer, prohibits discrimination and harassment of any type and provides equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training. Southern Glazer's Wine and Spirits provides competitive compensation based on estimated performance level consistent with the past relevant experience, knowledge, skills, abilities and education of employees. Unless otherwise expressly stated, any pay ranges posted here are estimates from outside of Southern Glazer's Wine and Spirits and do not reflect Southern Glazer's pay bands or ranges.
Southern Glazer's Wine and Spirits provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.