IT Operations Analyst - Hybrid

Job Summary

The candidate will be part of a dynamic, flexible, cross-functional team that provides technology services to the CCBSS organization. This role will serve as the primary IT point of contact for associates based in our Atlanta headquarters and will be accountable for stable operations and maintenance of technology solutions that support CCBSS business operations. The ideal candidate should be an IT generalist with a broad range of knowledge and skills and an eagerness to learn.  The candidate must have ability to lead/carry out timely project efforts and communicate/collaborate effectively with other teams and stakeholders.

 While this job description is a guide to the primary responsibilities of the role, a critical success factor in this role will be the flexibility to cover all aspects of providing technology services, and the ability to shift and assist with various activities across the technology organization.

Duties and Responsibilities

Responsibilities include, but are not limited to:
•    Provide on-site/deskside and remote IT support for 200+ Atlanta-based associates and assist with support coverage for other offices, as well as work from home associates.
•    Coordination with our offshore Service Desk for Incident and Problem resolution.  Act as an escalation point for the Service Desk.
•    End user laptop deployment and lifecycle management.
•    Assist with user onboarding/offboarding activities and IT training for new employees.
•    Provide Audio Visual (A/V) Support in the Atlanta office for 20+ conference rooms.
•    Management of network printers and file/print servers.
•    IT asset management, inventory management and PC depot services.
•    Provide mobile device management for cell phones & mobile hot spots.
•    Lead or participate in the planning and implementation of small to medium sized IT projects.
•    Track and review SLA metrics related to the Service Desk, and ensure all Incidents, Change Requests, Problems, and Service Requests in ServiceNow are being properly addressed.
•    Create and review process documentation and knowledge base articles.
•    Research and evaluate new technology capabilities that can deliver innovation and value to the CCBSS organization.
•    Provide additional support as needed for various IT architecture, engineering, and security related activities, including those carried out by external contractors as well as internal team members.

Travel Required: 0-10%

Key Skills and Abilities

•    Eagerness to learn and capable of quickly grasping new concepts.
•    Ability to work as part of a virtual team to collaborate across geographic and organizational boundaries, ability to hold self and others accountable.
•    Ability to multi-task in a fast-paced dynamic environment, manage complex processes and drive continuous process improvement.
•    Proficiency with Microsoft Office tools: Teams, SharePoint, OneDrive, Excel, Word, PowerPoint, Visio, Power Platform.
•    Experience supporting Windows 10/11 Operating Systems.
•    Working knowledge of IT infrastructure and technologies, including Cloud Computing, PC's, Networking, Database, IT Security fundamentals, and the ability to understand the overall architecture of a solution.
•    Knowledge and experience deploying and operating solutions in the Microsoft Azure Cloud preferred.
•    Working knowledge of SaaS solutions such as Salesforce, ServiceNow, SuccessFactors, and others.
•    Understanding and knowledge of IT service management (ITSM) and Information Technology Infrastructure Library (ITIL) principals.
•    Demonstrated competency in managing small projects and implementations.
•    IT implementation and operations/support experience.
•    Excellent analytical, planning, organizational, problem-solving, and technical skills.
•    Ability to drive troubleshooting of technology issues to resolution and continuously improve technology operations.
•    Ability to analyze KPI/process/systems metric performance and identify improvement opportunities.
•    Outstanding verbal and written communication skills, including customer / client communications. 

Education Requirements

Minimum: High School or GED

Preferred: 4 year/Bachelors Degree in Computer Science, information technology, or a related field

Years of Experience

1-3 years of experience providing IT operations support in an enterprise environment

Company Message

Coca-Cola Bottlers’ Sales and Service, LLC is an Equal Opportunity Employer and does not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity and/or expression, status as a veteran, and basis of disability or any other federal, state, or local protected class.