ITSM Analyst

(This position will be home-based in the US)

Make a Difference in YOUR Career!

Our vision is both simple and ambitious: to put our drinks on every table.  

We are the leading global independent beverage solutions provider. We serve a broad range of national and international retailers as well as Global, National and Emerging (GNE) brands. Our products are distributed worldwide from our production sites in Europe, North America, and Australia. Although our own branding may not appear on the labels of the beverages we produce, there is a good chance you are reading this while sipping one of our drinks.

Our ambition is to continually improve and it’s what keeps us at the top of our game. We are solutions-based. We are innovative.  We seek out new challenges and conquer them.  This is our company ethos, but it’s our people’s too: Refresco is at the cutting edge of a fast-moving industry because we have passionate people pushing the boundaries of what’s best.

Stop and think: how would YOU put our drinks on every table?  

Summary:

We are seeking an experienced ITSM Sr Analyst to design, optimize, and integrate our IT Service Management processes and systems. This role involves configuring and maintaining all modules within a multi-organization global platform, administering the full suite of Xurrent business processes, and developing a strategic roadmap for future functionality. Further, the role will own and manage SailPoint business processes, with a preference for candidates experienced in identity and access management solutions.

This role is part of the Enterprise Applications team, within the larger Information Systems team serving North America and Australia. The role reports to the Enterprise Applications Sr Functional Manager.

Essential Functions:

• Design and Process Optimization:
• Design, document, and optimize ITSM processes for efficiency and effectiveness.
• Integrate ITSM processes with other enterprise application and 3^rd party solutions to ensure seamless workflows.
• Own the design and configuration of security architecture which appropriately supports privileged access and free from segregation of duty conflicts applicable in a SOX environment.
• Design and integration of Sailpoint with ITSM, UKG, Active Directory, and SAP.
• Configuration and Administration:
• Configure and maintain all modules within the Xurrent multi-organization global platform.
• Administer and enhance the full suite of Xurrent business processes.
• Develop and implement reporting solutions to support data-driven decision-making, root cause, and problem management.
• Integration and Technical Oversight:
• Lead the technical integration of ITSM with enterprise and third-party applications, including UKG, SAP, Active Directory, and various access management systems.
• Leverage automation for ticket actions and repetitive knowledge base responses to improve operational efficiency.
• Own the administration and roadmap development for SailPoint, guiding future functionality and process improvements.
• Roadmap and Strategy Development:
• Develop and maintain the strategic roadmap for Xurrent and SailPoint functionalities.
• Stay informed of industry trends and emerging technologies to enhance ITSM and IGA capabilities.

Required Skills and Competencies:

• Strong analytical and problem-solving skills.
• Proactive analysis of process, prospective enhancements, and future functionality
• Excellent communication, strong documentation skills, and ability to collaborate across a variety of audiences.
• Ability to develop strategic roadmaps and execute tactical solutions.

Education and Experience:

• Required Experience:
• Proven experience configuring and maintaining Xurrent in a multi-organization global platform.
• Prior similar experience operating in a SOX environment
• Strong background in ITSM process design, reporting optimization, process integration, and technical integration with enterprise and third-party applications.
• Experience with integration of enterprise applications such as UKG, SAP GRC, and access management systems.
• Demonstrated experience in leveraging automation for ticket actions and repetitive knowledge base responses.
• Preferred Experience:
• Familiarity or experience with SailPoint or similar Identity and Access Management (IAM) solutions.
• Experience with other ITSM tools (e.g., ServiceNow, BMC Remedy).
• Experience in the manufacturing industry or similar.

Travel Requirements:

•  Acceptance of home-based policy
• Travel as request by leadership, not to exceed 25% per annum
• Travel to Tampa two weeks per month for the first 3 months of employment for orientation and onboarding.

A Career with Refresco  

Refresco offers a competitive salary and comprehensive benefits, which include:  

• Medical/dental/vision insurance  
• Life insurance  
• 401(k) savings plan with company match  
• Paid holidays and vacation  
• Well-being benefits  
• Discount programs  

Join Refresco TODAY and enjoy a rewarding CAREER!  

Any employment agency, person, or entity that submits a résumé to this career site or a hiring manager does so with the understanding that the applicant's résumé will become the property of Refresco Beverages, Inc.  Refresco Beverages, Inc. will have the right to hire that applicant at its discretion without any fee owed to the submitting employment agency, person, or entity.

Employment agencies that have agreements with Refresco Beverages, Inc.,  and have been engaged in a search shall submit résumé to the designated Refresco recruiter or, upon authorization, submit résumé to this career site to be eligible for placement fees.