Analyst - IT Service Management (QA)

Analyst – It Service Management (Quality Assurance) Job

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 Analyst to join our IT Service Management team. In this role, you will serve as a member of the Service Desk Quality Management team, responsible for executing the Quality Management program focused on continuous improvement initiatives. Responsibilities include recognizing metrics and trending changes, QA audits for Service Desk associates in conjunction with Team Leads for staff performance coaching and producing dashboards and reports within ServiceNow for KPIs and ad-hoc requirements.

Responsibilities:

• Executing formal quality assurance processes, ensuring the service desk team is meeting standards of quality while supporting the unique business needs of Sysco
• Overseeing daily operations of quality assurance including auditing phone calls and tickets, tracking and reporting results, and making recommendations for improvement to service desk team leads and associates
• Coordinating ad-hoc audits to support new service desk processes, policies, and initiatives
• Being the point of contact for specialized quality assurance monitoring, reporting, and mentoring for at-risk associates
• Taking responsibility for building metrics and reporting around IT KPIs within ServiceNow using Performance Analytics
• Producing weekly, monthly, quarterly, annual reporting and dashboards in ServiceNow for organizational consumption and leadership feedback
• Oversight of escalations, case aging, ticket assignment, case routing and total ticket ownership
• Performing additional duties as required

Requirements:

• A Bachelor's Degree in either data analytics, data science, statistics, computer science, information technology or equivalent
• 2 years of experience in a Quality Management, preferably in a service desk or similar environment
• 4 years of experience in Service Desk or similar environment
• Proven leadership, negotiating and conflict resolution skills
• Working knowledge of databases, computer hardware and software, and service desk tools
• Exceptional customer support and interpersonal skills
• Adept with ServiceNow reporting, dashboards, and Performance Analytics
• A good understanding of Key Performance Indicators (KPIs) and trends analysis
• Excellent Written and Verbal Communication
• The ability to collect/analyze data and make sound recommendations for improvement
• Proven strong problem-solving skills, troubleshooting, and root cause analysis
• The ability to excel in a collaborative and distributed team environment
• Proven strong relationship-building and communication skills with team members and business users
• Business Process Management experience
• Ability to multi-task and open to assigned flexible hours
• IT Service Management (ITSMv3) Certification preferred

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