Service Delivery Analyst

Where Conviviality is at work.

Pernod Ricard is a global premium spirits and wine company. We're the team behind leading brands such as ABSOLUT Vodka, Jameson Irish Whiskey, Malibu, Kahlua Liqueur, The Glenlivet Gin, and Skrewball whiskey, as well as many more superior wines and exquisite champagnes!

Working at Pernod Ricard is all about igniting conviviality in all that we do. Derived from the French word, convivialite...it means human connection, authenticity, friendly, and jovial. Conviviality is energy and spirit with a splash of je ne sais quoi and is a core philosophy around how we live and work at Pernod Ricard.

Guided by our 4 core values: (1) grounded in the real; (2) fiercely authentic; (3) passion for challenge; and (4) connected beyond borders; we are team players, dream makers, trailblazers, movers and (cocktail) shakers. We have a passion for living life to the fullest, making new friends every day, and realizing our potential as people and as a business!

The salary range for this role, based in Fort Smith, is $54,332.00 to $67,915.00. The range will vary if outside of this location. Base salaries are determined during our interview process, by assessing a candidate'sexperience, skills against internal peers and against the scope and responsibilities of the position.

POSITION SUMMARY

The purpose of this position is to

• To provide a high quality and responsive desktop support service to all end-users both onsite and in remote office locations.
• To manage day to day Incidents, service requests, and problems allocated by the IT Bar (helpdesk) and maintain end to end ticket ownership until resolution.
• To ensure that the Service Delivery team and end-users are kept updated on a regular basis.
• To perform approved Install, Moves, Add and Changes.
• To provide remote assistance to other locations when requested.
• To promote and communicate Pernod Ricard Tech standards and procedures to the local community.
• To adhere to Global SLAs (Service Level Agreements) and MTTRs (Mean time to resolution) at or above Global benchmarks.
• To analyse incident, service request and problem trends to identify automation opportunities or shift left opportunities within the North American region, and present findings to the Service Delivery Management team

KEY DUTIES AND RESPONSIBILITIES

Service Delivery Analyst will work closely with the Service Delivery Manager, IT Bar (Help Desk), Capability, Proximity and Product teams and end-users to ensure problems are understood clearly, that Tech standards and procedures are adhered to, and incident resolution time is within defined SLAs.

Key Responsibilities:

• Exhibit and promote customer service excellence in all client interactions.
• Proactively address service issues, suggesting improvements while respecting the organization's focus on standardization.
• Escalate issues promptly when they may impact end users or business operations.
• Analyze SLA and MTTR trends monthly, utilizing analytical tools and reports.
• Collaborate with the Service Delivery Managers to identify trends and operational inefficiencies.
• Represent local business needs to the Tech team during the development and implementation of technical standards.
• Ensure efficient delivery of Tech services while maintaining and improving service levels according to global standards.
• Develop and deliver user coaching both in person onsite and remotely to users.
• Collaborate with Proximity, Capability, and Product teams to oversee end-to-end ticket lifecycle management, ensuring adherence to company KPIs and SLA compliance.
• Demonstrates a solid understanding of Agile methodologies, applying principles such as iterative development, continuous improvement, and cross-functional collaboration to optimize team performance and delivery.
• Maintain oversight of IT assets throughout their lifecycle, ensuring accurate tracking, compliance with company policies, and optimal utilization of resources.
• Proficient in using ServiceNow for incident, request, and asset management, leveraging the platform to streamline workflows, enhance service delivery, and maintain accurate records.
• Provides on-call support and manages service queues, ensuring timely resolution of incidents and requests while maintaining high service availability and responsiveness.

Technical Support & Maintenance:

• Provide Tier 2 support for managing and troubleshooting Windows desktops/laptops, Apple laptops, iPads, iPhones, Microsoft Teams phone devices, and Microsoft Teams Conference Rooms
• Resolve medium-complexity system and application issues, escalating as needed.
• Support and maintain all Audio/Visual equipment, including video conferencing systems.
• Collaborate and coordinate with external vendors to resolve hardware and software issues.
• Configure and deploy hardware for new hires and upgrades (e.g., laptops, desktops, iPads, iPhones).
• Install hardware and software required by the business.

Documentation & Knowledge Management:

• Create and maintain knowledge base solutions.
• Log all requests and incidents in the ticketing system in accordance with Tech policies.
• Update ticketing systems and support documentation as per organizational policies.
• Develop and modify technical support documentation relevant to Service Delivery.

KEY COMPETENCIES AND KPIs

Education: IT related Bachelors Degree preferred or related experience/industry certifications (ITIL/HDI/A+)

Ideal Experience/Background:

• Minimum of 4+ years as a desktop support analyst supporting a minimum of 500 end users
• Minimum of 4+ years supporting MS Windows OS and Office Suites
• Minimum of 4+ years supporting Apple devices -iPad, iPhone, MacBook
• HW and SW training on Desktop / Laptops
• MCSE, A+, & Apple Certified Mac Technician (ACMT) certifications strongly preferred.
• Experience utilizing ServiceNow ticketing system preferred.
• Experience in supporting both onsite and remote end users.
• Knowledge in analysing data using tools such as Excel and PowerBI

Skills/ Competencies:

• Brings proven experience working within a global tech team, collaborating across time zones and cultures to deliver cohesive, high-impact solutions in a fast-paced environment.
• Familiar with Agile ways of working, including principles such as iterative delivery, cross-functional collaboration, and continuous improvement to support effective team operations.
• Possesses strong soft skills and effective communication abilities, fostering collaboration, building positive stakeholder relationships, and ensuring clarity across technical and non-technical teams.
• Strong understanding of networking, infrastructure and client-side architectures, software lifecycle and system design.
• Advanced level troubleshooting skills within the desktop environment.
• Strong ability to lead end user facing coaching sessions in a formal group setting (in person and virtual).
• Ability to analyse and present data using advanced tools within Excel such as Pivot Tables, and Vlooukups, and/or experience using PowerBI
• Must be a self-starter with the ability to work independently with minimal guidance and in a collaborative team environment.
• Excellent time management, organizational, and time management skills.
• Very strong PC hardware and software troubleshooting skills.
• In depth knowledge of Windows 11 and Apple iOS devices.
• Working knowledge of Microsoft services and tools such as O365, Azure, Sharepoint, OneDrive, inTune, and Active Directory.
• Experience supporting conference room technologies (Microsoft Teams is a preference).
• Deploying and configuring systems using imaging tools such as SCCM and AutoPilot.
• Superior customer service focus.
• Able to present technical ideas in professional and user-friendly language.
• Able to learn and support new applications.
• Strong organizational, project management, and task prioritization skills.
• Experience in a large corporate multi-domain/multi-site organization.
• Must be able to lift up to 50 pounds.
• Must be able to maintain consistent & punctual attendance.

When you join Pernod Ricard, you'll experience a workplace that is rich in heritage, driven by our iconic brands and a long-standing commitment to sustainability, safety, and giving back to the people and communities where we work. We know that happiness at work starts with that feeling of belonging you get from an inclusive culture where being uniquely you is celebrated. Our values are lived, they drive our behaviors, and it's what brings our culture to life.

Our work philosophy celebrates the magic of human connection with the flexibility needed to provide one's most meaningful contribution. We offer a flexible work policy, with most of our positions offering a a hybrid option with flexibility to work remotely 2 days a week. As a global employer, we understand that not everyone's working hours are the same, and we empower our employees to work the hours that make the most sense for them and their team's schedules.

We offer employees great benefits and perks to toast to a life filled with support. Check out PRUSABenefits.com for details.

Pernod Ricard USA is an Equal Opportunity Employer. It employs qualified individuals based solely on ability, training, and experience, and does not and will not, discriminate for or against any employee or applicant for employment or promotion based upon actual or perceived race, color, religion, sex, age, disability, national origin, citizenship, marital status, sexual orientation, gender identity, genetic information, military service or any other classification protected by law. Offers will be subject to United States local terms.

Pernod Ricard USA is committed to the full inclusion of all qualified individuals. As part of this commitment, Pernod Ricard USA will ensure that persons with disabilities are provided reasonable accommodations for the hiring process. To request reasonable accommodation during the application process, contact us at PR_NA_TalentAcquisition@pernod-ricard.com.

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