Sr IT Technical Analyst | Atlanta, GA

Detailed Information

  • Location: Atlanta, GA

  • Company: Americold

and the Information Technology support teams by driving the change and problem management ITIL processes. Essential Functions: • Responsible for the change and problem management process which includes but is not limited to, overseeing respective meetings on a weekly basis.

• Assist in the administration of the ITSM platform within the organization. • Maintain accurate information and data regarding the change and problem management processes. • Assume ownership of Service Desk support tickets for the EUC team and assign them to technicians in a balanced fashion. • Monitor ticket priorities, to ensure reported issue are resolved within the SLA. • Act as a point of escalation for any tickets

that may be outstanding and require additional support. • Provide reporting and documentation daily for team managers for tickets that will fall below the service level expectation.

• Participate in the published " on-call" rotation. What Experience You Need Qualifications & Experience: • 6+ years of relative technical experience, or equivalent combination of education and experience • 2+ years of ITSM development experience to include business rules, layout, forms, and business objects. • ITIL Foundations certificate preferred • Citrix environment experience preferred Knowledge & Employment Standards: • IT Technical Coordinator: Perform work with minimal direct supervision.

May take some technical direction from senior technical staff.

Lead small- to mid-size projects. Produce quality and quantity of work that would generally be expected at an experienced IT Technical Coordinator. Physical Requirements & Abilities: • The physical demands described below are representative of those that must be met to successfully perform the essential functions of the job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions of the job • Requires the ability to sit for long periods of time, with frequent interruptions • Requires several hours per day of sitting, getting up and down from chairs, and reaching, or bending • Requires manual dexterity with normal hand and finger movements for typical office work • Talking, hearing, and seeing are important elements of completing assigned tasks • May require travel by automobile and airplane • May require visiting facility operations in temperatures at or below freezing • May carry loads related to travel and occasionally lifts, carries, positions, or moves objects weighing up to 20 pounds • Requires the use of various electronic tools • Occasionally works evenings or weekends in order to complete objectives or to attend meetings • Requires the ability to relate to others beyond giving and receiving instructions: must partner with colleagues without exhibiting behavioral extremes • Requires the performance of work activities including reasoning, negotiating, instructing, persuading, or speaking with others; and respond appropriately to constructive feedback from executive management Americold is an Equal Opportunity/Affirmative Action Employer EOE/AA M/F/D/V DFW What Could Set You Apart 6+ years of relative technical experience, or equivalent combination of education and experience • 2+ years of ITSM development experience to include business rules, layout, forms, and business objects.

• ITIL Foundations certificate preferred • Citrix environment experience preferred

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