Information Technology Service Mgt Analyst Location West Creek-Richmond Corp (0999)

The ITSM Analyst is responsible for supporting and enhancing IT service delivery to ensure services align with business needs in an effective and efficient manner. This role focuses on defining, implementing, and managing ITSM processes such as Incident Management, Problem Management, Change Management, and Service Request Management.

Maintain and improve ITSM processes to increase operational efficiency, reduce downtime, and enhance service quality.

Collaborate with cross-functional teams to ensure IT services are delivered reliably and meet business requirements. Work closely with IT Governance, Business Resiliency, Audit, Vendors, Business Stakeholders, and IT teams to implement well planned changes and reduce incident frequency.

Support efforts to improve service recovery times through process improvements and coordination.

This role is a key contributor to ITSM operations within Enterprise Technology Services (ETS) and provides support to the Manager of ITSM and Service Delivery.

This role will require after hours on call support for high priority incidents.

Major Functional Responsibilities:

• Define, implement, and manage effective and efficient ITSM processes, including Incident Management, Problem Management, Change Management, Service Request Management, and more
• Create and manage ITSM processes by facilitating key meetings, establishing reports on service performance, KPIs (Key Performance Indicators), and SLAs (Service Level Agreements)
• Provide insight and recommendations based on data to improve service quality and ensure that services align with business needs
• Administer and optimize ITSM tool (JIRA Service Management) used for incident tracking, change management, and other ITSM processes
• Support the Incident Management process by detecting, categorizing, prioritizing, and logging incidents. Where applicable support the Critical Incident Management process which could include leading technical bridgelines, drafting communications and leading teams towards resolutions of high priority incident which may require after hours on call support for high severity incidents.
• Support the Change Management process, ensuring that changes to the IT environment are planned, approved, tested, and implemented with minimal disruption to services.
• Support the Problem Management process by identify recurring incidents or potential problems that could cause disruptions. Log problems in a centralized system and prioritize them based on their impact on the business.
• Performs other related duties as assigned.

• High School Diploma/GED or Equivalent Experience
• 1 - 3 Years Information Technology/Systems or related area with Agile delivery experience.
• Outstanding verbal and written communication skills to interface with stakeholders across the company.
• Strong collaboration skills.
• Ability to translate technical “jargon” into language that can be easily understood by non-technical stakeholders.
• Demonstrated ability to drive highly functional technical teams, with competing priorities effectively and efficiently., * Bachelor’s degree or equivalent experience
• 1 - 3 Years Expertise with JIRA preferred
• Preferred Professional Certification(s): ITIL v4 Foundation

• Competitive pay and benefits, including Day 1 Health & Wellness Benefits, Employee Stock Purchase Plan, 401K Employer Matching, Education Assistance, Paid Time Off, and much more
• Growth opportunities performing essential work to support America’s food distribution system
• Safe and inclusive working environment, including culture of rewards, recognition, and respect, $80,000 - $90,000 + 15% Bonus Opportunity

Performance Food Group is a customer-centric foodservice distribution leader headquartered in Richmond, Va. Grounded by roots that date back to a grocery peddler in 1885, PFG has a nationwide network of approximately 150 distribution centers, 35,000-plus talented associates, and thousands of valued suppliers across the country. With the goal of helping customers thrive, PFG markets and delivers quality food and related products to independent and chain restaurants, schools, business and industry locations, convenience operations, healthcare facilities, vending distributors, office coffee service distributors, big box retailers, and theaters across the U.S.