ARAMARK IT Field Service Analyst - Facilities in Dallas, Texas
Aramark (NYSE: ARMK) proudly serves the world's leading educational institutions, Fortune 500 companies, world champion sports teams, prominent healthcare providers, iconic destinations and cultural attractions, and numerous municipalities in 19 countries around the world. Our 280,000 team members deliver innovative experiences and services in food, facilities management and uniforms to millions of people every day. We strive to create a better world by making a positive impact on people and the planet, including commitments to engage our employees; empower healthy consumers; build local communities; source ethically, inclusively and responsibly; operate efficiently; and reduce waste. Aramark is recognized as a Best Place to Work by the Human Rights Campaign (LGBTQ), DiversityInc, Black Enterprise and the Disability Equality Index. Learn more at www.aramark.com or connect with us on Facebook and Twitter.
Lead in the creation, communication, IT business operation, and enforcement of policies and procedures regarding IT Support, ServiceNow statistics, and communication to BRM's & Operational leaders in the field.
Provide continuous process improvement strategies to improve the business operation.
Successes in this role are driven by process improvement.
Works directly with BRM's on major projects, Support efforts, and IT planning activities.
Define and communicate project / day-to-day milestones with PM's, work on service level agreements (SLAs) with BRM's, and resource allocations to management as required.
Responsible for service now analytical data to provide to BRM's and IT Leadership to show statistics for support efforts and critical items in the field.
Communicate directly with senior management on a regular basis and participate in regular managers & BRM meetings. Advise IT Director of all issues in a timely fashion.
Provide coaching and guidance to Field IT staff to ensure proper training, performance and productivity goals are aligned with IT strategies.
Provide day-to-day management and technical leadership to the IT Field team. Manage resolution of incidents and problems, and act as escalation point for urgent and complicated support issues from field.
Participate in the identification of vulnerabilities and their mitigation
Demonstrates commitment to person centered philosophy of services and management
Manages time and resources effectively while balancing the priorities of the most important goals and outcomes. Relying on ServiceNow for data in decision making processes.
Ensure a high level of quality assurance and customer service is maintained
Manage the day-to-day goals and activities of the IT LOB; set/manage priorities, resource planning, corrective actions.
Work with IT staff to troubleshoot and address technical issues as they arise. Escalate issues to management and propose alternate resources to address business impacting issues (assigning to proper groups in service now).
Maintain site IT hardware inventory for LOB. Integrate inventory list to ServiceNow.
Create and enforce ITSM policies to meet our goals.
Validate Service level agreements (SLA), and publish KPI reports for tracking purposes.
Manage service providers and provide ITSM guidance to team peers
Acts as a single point of contact for operations leadership and BRM. Works to develop and enhance support methodology across all aspects of IT. Employs considerable creativity, innovation and design skills in performing this function.
Associates Degree in Information Technology Field or equivalent work experience is required. Bachelor's Degree is desired.
Four to Six years of experience with a progression of responsibility, but not limited to, in depth, hands-on expertise with large and complex hospitality and point of sale solutions.
Strong analysis, organization, communications, interpersonal skills and project management skills are essential.
Solid proactive decision making skills required. Experience with hospitality customer technologies is required.
Experience leading distributed teams is preferred.
Excellent analytic skills, Knowledge of ITIL practices and Service Now software.
Aramark is an EQUAL EMPLOYMENT OPPORTUNITY/AFFIRMATIVE ACTION employer – Minority/Female/Disability/Veteran
Aramark will consider for employment qualified applicants with criminal histories in a manner consistent with the Los Angeles Fair Chance ordinance.
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