THE BIG PICTURE
Sysco LABS is the captive innovation arm of Sysco Corporation (NYSE: SYY), the world’s largest foodservice company. Sysco is a Fortune 500 company and the global leader in selling, marketing, and distributing food products to restaurants, healthcare, and educational facilities, lodging establishments and other customers who prepare meals away from home. Its family of products also includes equipment and supplies for the foodservice and hospitality industries. With more than 76,000 colleagues, the company operates 334 distribution facilities worldwide and serves approximately 730,000 customer locations. For fiscal year 2024 that ended July 1, 2024, the company generated sales of more than $78.8 billion.
Operating with the agility and tenacity of a tech–startup, powered by the expertise of the industry leader, Sysco LABS is perfectly poised to transform one of the world’s largest industries.
Sysco LABS’s engineering teams based out of Colombo, Sri Lanka and Austin and Houston, TX, innovate across the entire food service journey – from the enterprise grade technology that enables Sysco’s business, to the technology that revolutionizes the way that Sysco connects with restaurants and the technology that shapes the way those restaurants connect with customers.
Sysco LABS technology is present in the sourcing of food products, merchandising, storage and warehouse operations, order placement and pricing algorithms, the delivery of food and supplies to Sysco’s global network, the in-restaurant dining experience of the end-customer and much more.
THE OPPORTUNITY
We are currently on the lookout for an ITSM Analyst for our global Service Catalog Management team. As an ITSM Analyst, you will be part of the Sysco Information Technology Service Management team based in Houston, Texas, and be responsible for the Sysco Service Catalog Management process. You will work with your global Service Catalog management team to design, develop, and maintain the Sysco IT Service Catalog, ensuring it is up-to-date, accurate, and user-friendly, while effectively managing the lifecycle of services within the catalog, including additions, updates, and retirements.
RESPONSIBILITIES
Designing, developing and maintaining Sysco IT Service Catalog, ensuring it is up-to-date accurate and user friendly
Classifying and categorizing IT services logically and consistently
Creating and maintaining detailed service descriptions, including features, benefits, costs and SLAs
Ensuring catalogs accurately reflect all available IT services, descriptions, pricing, service level agreements and request processes
Defining and documenting service request processes, ensuring they are efficient and easy to follow
Managing the lifecycle of service within the catalog, including additions, updates and retirements
Ensuring data integrity and accuracy within the service catalog
Working closely with various IT teams and business stakeholders to gather information, ensuring data accuracy, and continuously improving the service catalog to meet evolving business needs
Leading, owning and driving requirement gathering sessions with Service Owners to elicit, analyze, and document business requirements through interviews, workshops, and other methods
Developing/Configuring Service Catalog forms and workflows according to business needs
Ensuring the catalog items are configured correctly and meet the requirements
Staying up to date on new features and the functionality of the tool
Monitoring service usage and user feedback to identify areas for improvement
Generating reports and metrics related to the service catalog, such as service usage, request fulfilment times and user satisfaction
Analyzing data to identify trends and make recommendations for improvements
REQUIREMENTS
A Bachelor's Degree in Computer Science, Information Technology or equivalent
ITIL Foundations certification recommended; Higher ITIL certifications will be an added advantage
2+ years of experience in IT Service Management, preferably with a focus on service catalog management
Experience with service catalog software/tools (e.g. ServiceNow, BMC)
Strong knowledge of JavaScript
Knowledge of ITIL framework and best practices
Superior English language and communication skills - both written and verbal
Excellent communications skills with the ability to articulate technical solutions for both technical and non-technical audiences
Must be highly motivated, self-directed and a responsible contributor
Should possess the ability to quickly learn new frameworks or technologies and apply them in real-world environments
Must have technical knowledge and experience working with SAAS platforms, Scripting, etc.
Should be able to foster an inclusive workplace where diversity and individual differences are valued
Must be able to work as part of a global team, using the ‘follow the sun’ model on weekdays
BENEFITS
US dollar-linked compensation
Performance-based annual bonus
Performance rewards and recognition
Agile Benefits - special allowances for Health, Wellness & Academic purposes
Paid birthday leave
Team engagement allowance
Comprehensive Health & Life Insurance Cover - extendable to parents and in-laws
Overseas travel opportunities and exposure to client environments
Hybrid work arrangement
