Analyst - IT Service Management

Analyst – It Service Management (Analytics)

The Big Picture

Sysco LABS is the Global In-House Center of Sysco Corporation (NYSE: SYY), the world's largest foodservice company. Sysco ranks 56th in the Fortune 500 list and is the global leader in the trillion-dollar foodservice industry. Sysco employs over 75,000 associates, has 337 smart distribution facilities worldwide and over 14,000 IoT-enabled trucks serving 730,000 customer locations. For fiscal year 2025 that ended June 29, 2025, the company generated sales of more than $81.4 billion. Sysco LABS Sri Lanka delivers the technology that powers Sysco's end-to-end operations. Sysco LABS' enterprise technology is present in the end-to-end foodservice journey, enabling the sourcing of food products, merchandising, storage and warehouse operations, order placement and pricing algorithms, the delivery of food and supplies to Sysco's global network and the in-restaurant dining experience of the end-customer.

The Opportunity

We are currently seeking an ITSM Analyst to join our global Reporting and Analytics team. As an ITSM Analyst, you will be part of the Sysco LABS Information Technology Service Management (ITSM) team based in Sri Lanka. In this role, you will be responsible for maintaining and developing reports and providing analytics related to ITSM processes such as Incident, Problem, Change, and Service Catalogue, as well as areas integrated with ServiceNow. You will collaborate with the team to design, develop, and maintain reports that are accurate, up-to-date, and user-friendly. Additionally, you will be expected to manage day-to-day analytics requirements efficiently and effectively.

Responsibilities:

• Designing, developing, and maintaining dashboards and ad-hoc data analytics requirements for the ITSM – Reporting & Analytics team
• Engaging with the team's internal development process with prior preparation and a drive to help resolve problems
• Following and understanding existing development standards behind dashboards to maintain continuity and ease of future development
• Participating in sprint planning and ensuring adherence to standard Scrum and Agile development practices within the team
• Maintaining clear and effective communication within and outside the team to ensure tasks are executed efficiently and with strong ownership

Requirements:

• A Bachelor's Degree in either data analytics, data science, statistics, computer science, information technology or equivalent
• 3 – 5 years of prior work experience in a data analytics team
• Knowledge of dashboarding using Power BI, including DAX and M-Code, and other supplementary tools like Power Automate
• Familiarity with Python on Jupyter Notebook or any other IDE with experience in basic data analytic tools like pandas, numpy, matplotlib, seaborn and sklearn
• Familiarity using SQL to query relational databases in a workbench or large data warehouse
• Familiarity using Excel for ad-hoc reporting requirements or other applications like Word and PowerPoint
• Knowledge of reporting and dashboarding within ServiceNow will be beneficial
• Knowledge of HTML, CSS and JavaScript will be beneficial
• Knowledge of ITIL framework and best practices will prove useful
• Experience using Lambda and S3 in AWS or their equivalent in Azure or GCP will be beneficial
• Fluency in English, in spoken and written language, enabling effective communication across internal and external stakeholders

Benefits:

• US dollar-linked compensation
• Performance-based annual bonus
• Performance rewards and recognition
• Agile Benefits - special allowances for Health, Wellness & Academic purposes
• Paid birthday leave
• Team engagement allowance
• Comprehensive Health & Life Insurance Cover - extendable to parents and in-laws
• Overseas travel opportunities and exposure to client environments
• Hybrid work arrangement

Sysco LABS is an Equal Opportunity Employer