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There has never been a more exciting time to be part of the new Global IS team at Smurfit Westrock. Our vision is to transform our capability and become a digital strategic partner for our customers, delivering a digitally enabled future for SW. We are undertaking an exciting Global IS Transformation Programme which sets the foundation for our success. An opportunity exists to join the Global IS Service Excellence function as a Service Analyst.

About the role
This role will provide excellent customer experience as part of all business services available to the local organisation
and will collaborate with and support other local teams across Global IS.
Your accountabilities
 Deliver day-to-day activities for Incident Management, Request Management, Service Desk processes, while following the documentation available to support these activities
 Collaborate with service analysts across all GIS functions to meet and where possible exceed agreed Service Level Agreements (SLAs)
 Complete relevant training on the execution of all in scope processes and procedures
 Recommend and where applicable deliver continual improvements to operational procedures
 When assigned, deliver project work, to defined timelines and budget
 Complete tasks on handover and implementation of new Service Excellence ways of working from GIS Transformation into day-to-day operations

Role organisation and scope
The role holder will report to the local Service Desk Team Lead and will work closely with other Global IS colleagues
to service impacting incidents and to fulfil requests. Knowledge of supported services and team responsibilities will
be required to effectively manage escalations and re-assign incidents and requests for fastest resolution or
fulfilment.
Travel across local Smurfit Westrock sites will be required from time to time to support this role, including overnight
stays.

Qualifications, knowledge, and experience
Experience in a Service Management role or end-user support role in a fast
paced industrial or manufacturing industry ESSENTIAL
Practical knowledge of IT Service Management systems and processes, and
the associated frameworks, e.g. ITIL or similar ESSENTIAL
Experience of dealing with customers, providing both telephone and remote
virtual desktop support ESSENTIAL
Service performance measurement and reporting skills ESSENTIAL
Experience of communicating effectively and working as part of a team ESSENTIAL
Good business communications skills in English and local language ESSENTIAL
Basic knowledge of Networking, WAN and LAN technologies ESSENTIAL
Technical knowledge of client and server OSs (Windows 10, Windows Server 2012, 2016, 2019) and Office applications (2013, 2016, 2019, O365)
ESSENTIAL
Knowledge of Backup & Restore Processes ESSENTIAL
Full Driving License DESIRABLE
Experience of working at a local, regional, and global level, and understands the benefits and opportunities within this environment DESIRABLE
IT Operating Model change experience DESIRABLE