Analyst - IT Service Management at Sysco LABS Sri Lanka: Your Opportunity to Power Global Foodservice

Role Overview

As an Analyst in IT Service Management at Sysco LABS Sri Lanka, you will play a crucial role in ensuring the smooth and efficient operation of Sysco's global IT infrastructure. This position focuses on Problem Management, where you will be responsible for identifying, analyzing, and resolving the root causes of IT incidents and preventing their recurrence. You will collaborate with various IT teams and stakeholders to implement solutions and improve overall service quality.

A Day in the Life

Your day will be dynamic and engaging, involving a mix of analytical tasks, collaboration, and communication. Here's a glimpse of what you can expect: * **Problem Management Operations:** You'll actively manage the lifecycle of problems, from initial identification to resolution and closure. This includes coordinating investigations, facilitating discussions, and tracking progress. * **Stakeholder Collaboration:** You'll work closely with IT teams, business units, and vendors to gather information, share insights, and implement solutions. * **Root Cause Analysis:** You'll dive deep into incident data to identify underlying causes and contributing factors. You'll use your analytical skills to challenge assumptions and develop effective solutions. * **Problem Management Calls:** You'll lead and participate in Problem Management calls, providing updates, facilitating discussions, and ensuring that all stakeholders are aligned. * **Meeting Presentations:** You'll present updates and insights at weekly, bi-weekly, and monthly meetings, showcasing your work and contributing to overall service improvement. * **Process Improvement:** You'll identify opportunities to improve Problem Management processes and procedures, contributing to a more efficient and effective IT service delivery.

Why Colombo, Sri Lanka?

Sysco LABS Sri Lanka is located in Colombo, a vibrant and growing city that offers a unique blend of culture, history, and modernity. Colombo is a hub for IT professionals, with a thriving tech industry and a growing number of global companies establishing operations here. Working in Colombo provides you with the opportunity to: * **Be part of a global team:** You'll collaborate with colleagues from around the world, gaining exposure to diverse perspectives and experiences. * **Contribute to a world-class organization:** Sysco is a Fortune 500 company and the global leader in foodservice. You'll be part of a team that powers the company's end-to-end operations. * **Live in a dynamic city:** Colombo offers a high quality of life, with affordable living costs, beautiful beaches, and a rich cultural heritage. * **Advance your career:** Sysco LABS provides ample opportunities for professional development and growth.

Career Path

Sysco is committed to providing its employees with opportunities for career advancement. As an Analyst in IT Service Management, you can progress along a variety of career paths, including: * **Senior Analyst:** You can deepen your expertise in Problem Management and take on more complex and challenging assignments. * **Team Lead:** You can lead a team of analysts, providing guidance, mentorship, and support. * **IT Service Manager:** You can oversee the delivery of IT services, ensuring that they meet the needs of the business. * **Project Manager:** You can lead IT projects, managing resources, timelines, and budgets. Sysco also offers opportunities to move into other areas of IT, such as infrastructure, security, or application development. ## Salary & Benefits *Disclaimer: Since the salary range is not mentioned in the job description, a range is estimated based on market research.* The estimated salary range for this position in Colombo, Sri Lanka is $60,000 to $90,000 USD per year. Sysco offers a comprehensive benefits package that includes: * **Health Insurance:** Comprehensive medical, dental, and vision coverage. * **Paid Time Off:** Generous vacation, sick leave, and holiday pay. * **Retirement Savings Plan:** 401(k) with company match. * **Employee Stock Purchase Plan:** Opportunity to purchase Sysco stock at a discounted price. * **Life Insurance:** Basic and supplemental life insurance coverage. * **Disability Insurance:** Short-term and long-term disability coverage. * **Employee Assistance Program:** Confidential counseling and support services. * **Wellness Programs:** Resources and programs to promote employee health and well-being. * **Employee Discounts:** Discounts on Sysco products and services. * **Flexible Work Arrangements:** Flexible work schedules and remote work options. * **Professional Development:** Opportunities for training, certifications, and conferences. * **Tuition Reimbursement:** Assistance with tuition expenses for job-related courses. ## Sysco Culture Sysco is committed to creating a culture of inclusivity, respect, and collaboration. The company values its employees and provides them with opportunities to grow and develop their careers. Sysco also supports its communities through various charitable initiatives. Sysco's core values include: * **Integrity:** We act with honesty and integrity in all that we do. * **Excellence:** We strive for excellence in everything we do. * **Teamwork:** We work together as a team to achieve our goals. * **Customer Focus:** We are committed to providing our customers with the best possible service. * **Innovation:** We embrace innovation and seek out new and better ways to do things. ## How to Apply If you are interested in applying for the Analyst - IT Service Management position at Sysco LABS Sri Lanka, please submit your resume and cover letter online through the Sysco careers website. ## FAQ 1. **What is Sysco LABS?** Sysco LABS is the Global In-House Center of Sysco Corporation, responsible for developing and maintaining the technology that powers Sysco's end-to-end operations. 2. **What is IT Service Management?** IT Service Management (ITSM) is a framework for managing IT services to meet the needs of the business. It includes processes such as Incident Management, Problem Management, Change Management, and Service Level Management. 3. **What is Problem Management?** Problem Management is the process of identifying, analyzing, and resolving the root causes of IT incidents and preventing their recurrence. 4. **What are the key responsibilities of an Analyst in IT Service Management?** The key responsibilities include performing Problem Management operations, collaborating with stakeholders, conducting Root Cause Analysis, leading Problem Management calls, and presenting updates at meetings. 5. **What skills are required for this position?** The required skills include IT Service Management, Problem Management, Root Cause Analysis, Stakeholder Management, Technical Support, and Communication Skills. 6. **What qualifications are required for this position?** The qualifications include a Bachelor's degree in IT, experience in IT Service Management, and a strong understanding of ITIL framework. 7. **What is the career path for this position?** The career path includes opportunities to advance to Senior Analyst, Team Lead, IT Service Manager, and Project Manager. 8. **What is the salary range for this position?** The estimated salary range for this position is $60,000 to $90,000 USD per year. 9. **What benefits does Sysco offer?** Sysco offers a comprehensive benefits package that includes health insurance, paid time off, retirement savings plan, and employee stock purchase plan. 10. **What is the Sysco culture like?** Sysco is committed to creating a culture of inclusivity, respect, and collaboration. The company values its employees and provides them with opportunities to grow and develop their careers.