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. With our premium spirits and our people as our greatest assets, we drive growth through impactful marketing, innovation, and an entrepreneurial spirit. This is a place where you can unleash your spirit by making an impact each and every day.

About the role

As a Senior Analyst - Site Support, you will act as a liaison between the business and IT organization. You will manage and resolve tickets within the SLA, provide support for IT-related issues (software to hardware, including applications, iPhones, workstations, and printers), and escalate when needed. Your role includes taking ownership of end-user problems, following up with internal teams, and communicating progress in a timely manner. You will document support information and resolution notes for knowledge base articles, participate in tasks and projects with a global team, and serve as remote hands for level 3 teams. Support of plant production IoT applications and devices is required, along with some on-call availability.

This position is based at the Maker’s Mark distillery in Loretto, Kentucky, approximately 20 miles south of Bardstown, KY. A valid driver’s license and reliable transportation are required for local on-site support and occasional travel to other Kentucky locations (up to 5% travel).

Responsibilities

• Represent IT to the business and be the voice of the business to IT
• Align IT service offerings with business strategies, goals, and objectives
• Participate in and collaborate with the Global Service Delivery teams
• Troubleshoot 1st and 2nd level IT-related issues (applications, hardware, workstations, phones, tablets)
• Receive, log, and manage incidents and service requests using ServiceNow
• Maintain an asset inventory and track changes
• Develop and maintain documentation and knowledge base articles
• Troubleshoot basic network issues
• Escalate unresolved calls to the next level of support
• Drive customer adoption and compliance
• Develop and facilitate training sessions
• Ensure business satisfaction and a positive end-user experience
• Manage the hardware lifecycle (workstations, phones, peripherals, etc.)
• Suggest improvements and innovation initiatives to add value to the business
• Provide IT support for production and controls systems
• Assist with infrastructure setup and installs

Requirements

• Bachelor’s degree, diploma, or equivalent education
• Minimum 3 years’ experience in a similar role
• Minimum 3 years supporting Microsoft Windows 10, Office 365, and related hardware in a midsize company
• Experience in a global role is a plus
• ITIL certification is a plus
• Strong technical acumen and problem-solving abilities
• Excellent oral and written communication skills
• Ability to present and discuss technical information in a meaningful way to end-users
• Strong team-oriented, collaborative, and interpersonal skills
• Self-motivated with a focus on providing an excellent end-user experience
• Ability to adapt to new environments and accept new challenges
• Understanding of IT Service Management and incident management
• Documentation, organization, and prioritization skills
• End-user training experience
• Adherence to Service Level Agreements (SLAs)

Key Interfaces

• Beam Suntory end-users, executives, and IT colleagues
• Vendors and third-party service providers