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Our technology organization is transforming how we work at WestRock. We align with our businesses to deliver innovative solutions that:
Address specific business challenges, integrate processes, and create great experiences
Connect our work to shared goals that propel WestRock forward in the Digital Age
Imagine how technology can advance the way we work by using disruptive technology
We are looking for forward thinking technologists that can accelerate our focus areas such as building stronger foundational technology capabilities, reducing complexity, employing digital transformation concepts, and leveraging disruptive technology.IT Field Operations, ServiceDesk QA Analyst - Location FlexibleThe opportunity:The ServiceDesk QA Analyst is primarily responsible for ensuring world class service levels and continuous improvement of ServiceDesk (L1) and Remote Desktop Support (L2) Services providing IT support for WestRock’s 50,000 team members. As a member of IT Field Operations Service Delivery team, the ServiceDesk QA Analyst will have a shared responsibility for operating and continuous improvement of Service Desk and Remote Support Functions, with a strong focus on Incident Management, Knowledge Management along with other key fundamentals of IT Service Management. The ServiceDesk QA Analyst handles workflow and process issues escalated from other IT teams and provides technical assistance or guidance to the ServiceDesk and Remote Desktop Support Functions. How you will impact WestRock:
Ensure that customers receive prompt and courteous assistance.
Handle technical escalations or provide needed guidance.
Identify and react to recurring issues; participate in root cause analysis and documentation of solutions.
Partner with other IT teams to identify, research or develop new service solutions.
Analyze ticket data to understand service trends, including quality audits, root cause analysis, reporting, and how to improve quality, productivity, and customer service.
Develop knowledgebase content to document known issues and support solutions.
Maintain a thorough understanding of the businesses and functions being supported to provide relevant solutions.
Understand, develop and follow internal policies and procedures to properly manage service delivery expectations.
Maintain awareness of service level agreement targets to help meet and exceed requirements.
This role participates in an on-call rotation to address high severity (critical) escalations.
What you need to succeed:
Bachelor’s degree in information systems or equivalent experience
5+ years of experience in IT support roles
Demonstration of problem solving and analytical skills
Strong customer service orientation
Strong aptitude to learn and adapt to new technology
Ability to balance multiple high-priority issues
Self-motivated, independent individual that promotes teamwork
Ability to communicate effectively with both technical and non-technical customers
Knowledge of ITIL Service Management framework
Experience with ServiceNow or similar Service Management application is preferred
Experience with Supplier Management is a plus
Business travel is expected to less than 10%
What we offer:
Corporate culture based on integrity, respect, accountability and excellence
Comprehensive training with numerous learning and development opportunities
An attractive salary reflecting skills, competencies and potential
A career with a global packaging company where Sustainability, Safety and Inclusion are business drivers and foundational elements of the daily work.
WestRock (NYSE:WRK) partners with our customers to provide differentiated paper and packaging solutions that help them win in the marketplace. WestRock's team members support customers around the world from locations spanning North America, South America, Europe, Asia and Australia. Learn more at www.westrock.com.WestRock is an Equal Opportunity Employer. We strive to create and maintain a diverse workforce where everyone feels valued, respected, and included. WestRock does not discriminate on the basis of race, color, religion, national origin, sex, age, disability, veteran status, sexual orientation, gender identity, or any other basis protected by federal, state or local law.
Full-time