Senior Service Analyst

Company Name:
Pepperidge Farm, Incorporated
Requisition Number: 9787
Job Title: Senior Service Analyst
Position Type: Full Time
Job Type: Information Technology
Company: Campbell Soup Company
Business Unit / Location: World Headquarters
Imagine...working for a company that knows that its people are the key to its success in the marketplace. A company in which achieving extraordinary results and having a stimulating work experience are part of the same process.
At Campbell, we cultivate and embrace a diverse employee population. We recognize that people with diverse backgrounds, experiences and perspectives fuel our growth and enrich our global culture.
We are looking for an individual who enjoys working in a fast-paced, team-oriented environment, likes to be challenged, and values the opportunity to make a difference.
General Summary:
The Sr. Service Analyst is responsible for supporting the Law & Public Affairs IT services within the EAS Team group. The role trouble shoots issues and requests and assists in monitoring, measuring, and enhancing the service. The role works with the service manager and business engagement team to understand and deliver the business outcomes of the service. The role also works with the foundational/end-user service teams and external service providers to understand the underlying technologies and applications. The Sr. Service Analyst supports the tracking of the service KPIs, KRIs, and cost drivers to drive ongoing improvements in service delivery performance.
Primary Responsibilities:

Responsible for the primary support of the multiple (27+) on premise and vendor hosted applications, including any interfaces/file uploads, of the Law & Public Affairs end-to-end services, which includes coordination between the business, vendors, foundational and end-user service teams.
Being the primary point of engagement with the service desk for Law & Public Affairs Remedy tickets, owns analysis, resolution and communication of issues and maintains all help desk scripts for the service.
Translates high level business requirements into program specifications.
Participates in business/application process/service improvement discussions and provides alternative solutions.
Focused on the delivery of the service's business outcomes and KPIs, as identified in the Service Profiles, when determining work priorities.
Provides input for agreed service metrics and analytics to ensure key performance indicators measure impact to business outcomes, key risk indicators provide early warning impact to business outcomes.
Can be asked to participate or own various project activities such as testing, communication, as well as process and support documentation.
Interacts with service manager, service architects, and/or BE's to identify and evaluate impact of new / upgraded technologies on the service.
Can be asked to manage minor efforts/projects dealing with application upgrades, process improvements, web sites, new application implementations, and SharePoint.
Analyzes impact of IT environment changes/upgrades (i.e.: Office201x, ie11, SQL server upgrades) on the service and coordinates testing and change management.
May be asked to participate on other service initiatives.
Job Complexity:

Results and outcome focused
Strong understanding of technologies and processes within the Law & Public Affairs spaces including on premise & vendor hosted systems
Has a sound understanding of Law & Public Affairs Service Architecture and requirements
Competent in relationship management, business results orientation, analytical ability
Strong leadership courage and influencing skills to challenge solutions, status quo and ensure service support is maintained - comfortable around higher management
Knowledgeable in Prosci ADKAR change management methodology a plus
Basic working knowledge of project portfolio management tools (e.g., Clarity)
Good working knowledge of service management
Has some understanding of Risk/Return Analysis, new technology evaluation opposite impact to service
Knows Project Management basics
Strong ability to assess and tailor communication approach / style to suit the situation
Ability to grasp abstract ideas and cut to the heart of an issue in a factual and logical way
Minimum Requirements:

Bachelor's degree in computer science, business administration, or closely related discipline
Minimum of 5 years of experience in IT service delivery, or Law & Public Affairs experience, or IT application management and direct business engagement
Working Conditions
Primary location Camden NJ, or other Campbell Business Unit locations
Travel Requirements: 5%-10% due to training and/or project work
State/Province: New Jersey
City: Camden
Company Sponsored Relocation: No
Job Classification: Professional
Business Area: United States
Experience: Mid-Career
Workplace Setting: Corporate or Headquarters
Region: Middle Atlantic

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