Senior Analyst - Site Support (Loretto, KY)

At Suntory Global Spirits, we craft spirits of the highest quality and deliver brilliant experiences to people around the world. Suntory Global Spirits has evolved into the world's third largest leading premium spirits company ... where each employee is treated like family and trusted with legacy. With our greatest assets - our premium spirits and our people - we're driving growth through impactful marketing, innovation and an entrepreneurial spirit. Suntory Global Spirits is a place where you can come Unleash your Spirit by making an impact each and every day.What makes this a great opportunity?As a Senior Analyst - Site Support, you will act as a liaison between the business and IT organization. You might excel in this role if your technical abilities are described as a jack of all trades. You will be responsible for managing and resolving tickets within the SLA and provide support for IT related issues from software to hardware including applications, iPhones, workstations, and printers, escalating when needed. Your role will include taking ownership of end-user problems, following up with internal teams on behalf of the user and communicating the progress in a timely manner. You are required to document support information and resolution notes for knowledge base articles and participate in tasks and projects with a global team. You will also serve as remote hands for level 3 teams. Support of plant production IOT applications and devices. Some on call availability is required.The following position is open in Loretto Kentucky, United States.This position will be based at the Maker’s Mark distillery which is approximately 20 miles south of Bardstown, KY.Role ResponsibilitiesRepresent IT to the business, and be the voice of the business to ITAlign IT service offerings with business strategies, goals, and objectivesParticipate in and collaborate with the Global Service Delivery teamsTroubleshoot 1st and 2nd level IT related issues from applications to hardware (workstations / phones / tablets)Receive, log, and manage incidents and service requests using ServiceNowMaintaining an asset inventory and track changesDevelop and maintain documentation / KB articlesTroubleshoot basic network issuesEscalate unresolved calls to the next level of supportDrive customer adoption and complianceDevelop and facilitate training sessionsResponsible for business satisfaction and the end user experienceThe collective management of our hardware lifecycle (workstations, phones, peripherals, etc.) will be the responsibility of the local teams.Suggest improvements ideas within the teamSuggest innovation initiatives to add value to the businessProvide IT support for production and controls systemsAssist with Infrastructure setup and installsReports To: IT Service Delivery Team LeadDirect Reports: NoneKey Organizational Interfaces:Beam Suntory end-users, executives, and IT colleaguesVendors and 3rd party service providersRole Dimension: Local to your country / regionGeographic Locations Supported: Based out of our Maker’s Mark facility in Loretto, your primary responsibility will be local on-site support for offices and production site in Loretto Kentucky. Secondarily supporting our other Kentucky locations as needed. A valid driver license and reliable transportation is required for this role.QualificationsBachelor’s degree, diploma, or educational equivalentMinimum 3 years’ experience in similar position / roleAbility to travel up to 5% of the timeMinimum 3 years supporting Microsoft Windows 10, Office 365 and related hardware in a midsize companyExperience in a global role is a plusITIL certification is a plusBest-in-class customer serviceStrong technical acumenBusiness Relationship ManagementAbility to adapt to new environments and accept new challengesUnderstanding of IT Service ManagementAbility to present and discuss technical information in a meaningful way to end-usersDocumentation, Organization and PrioritizationStrong team-oriented, collaborative, interpersonal skillsEnd-user trainingAdhere to Service Level AgreementsIncident Management experienceExcellent oral and written communication skillsSelf-motivated person who gains satisfaction from providing an excellent end-user experienceExcellent problem-solving abilitiesWhile relocation, immigration, and/or tax compliance support are not guaranteed, we may offer assistance to successful candidates depending on factors such as role requirements in accordance with company guidelines.At Suntory Global Spirits, people are our number one priority, and we believe our people grow together in diverse and inclusive environments where their unique insights, experiences and backgrounds are valued and respected. Suntory Global Spirits is committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity, military veteran status and all other characteristics, attributes or choices protected by law. All recruitment and hiring decisions are based on an applicant’s skills and experience.