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. This role requires a "jack of all trades" technical skillset to manage and resolve IT-related issues, including applications, hardware (workstations, phones, tablets, printers), and basic network troubleshooting. You will provide on-site support at the Maker’s Mark distillery in Loretto, KY, with secondary support for other Kentucky locations as needed. A valid driver’s license and reliable transportation are required.

Responsibilities

• Represent IT to the business and serve as the voice of the business to IT, aligning IT service offerings with business strategies and goals.
• Participate in and collaborate with Global Service Delivery teams to troubleshoot 1st and 2nd level IT-related issues.
• Receive, log, and manage incidents and service requests using ServiceNow, adhering to Service Level Agreements (SLAs).
• Maintain an asset inventory, track changes, and develop/update documentation and knowledge base articles.
• Escalate unresolved issues to the next level of support and drive customer adoption and compliance.
• Provide end-user training, facilitate sessions, and ensure business satisfaction through excellent user experience.
• Manage the hardware lifecycle (workstations, phones, peripherals) for local teams.
• Suggest improvements and innovation initiatives to add value to the business.
• Provide IT support for production and controls systems, including IOT applications and devices.
• Assist with infrastructure setup and installations, and serve as remote hands for Level 3 teams.
• Some on-call availability is required.

Qualifications

• Bachelor’s degree, diploma, or equivalent educational experience.
• Minimum 3 years of experience in a similar IT support role.
• Minimum 3 years of experience 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 customer service and interpersonal skills, with the ability to present technical information clearly to end-users.
• Self-motivated with a focus on delivering an excellent end-user experience.
• Strong documentation, organization, and prioritization skills.
• Ability to travel up to 5% of the time.

Key Interfaces

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

While relocation, immigration, and/or tax compliance support are not guaranteed, we may offer assistance to successful candidates based on role requirements and company guidelines.