IT Service Analyst

2 weeks ago

Cleveland, United States Avon Protection Full time
Job Title: IT Service Analyst

Location: Cleveland, OH

Business Unit: Team Wendy

Purpose of Position:

We are currently seeking an IT Service Analyst who can provide technical support to our colleagues in resolving their IT-related issues through email, phone, remote access, or in person. The IT Service Analyst will utilize tools such as Avon Protections IT's service desk and other IT management applications to ensure that data entered is accurate and of high quality. The primary objective of this role is to assist and support the IT Services Team in delivering a highly effective, premium customer service.

Essential duties and/or Functions:
  • Processing support ticket (Incidents and Service Requests) through their lifecycle
  • Resolving access related problems such as password, account lockouts etc.
  • Assisting with, planning, and undertaking scheduled maintenance and upgrades governed by Change Control (Change Enablement)
  • Setting up accounts for Avon staff and approved contractors in accordance with documented security protocols, ensuring that they know how to log in.
  • Administer Microsoft 365 access; create, edit and delete accounts including privilege users; investigate and troubleshoot faults reported.
  • Support the company end user device estate, including troubleshooting issues as well as managing security patching and updates as well as proactive maintenance in line with company processes.
  • Respond to, investigate, diagnose, and resolve local and remote colleagues' software issues raised on ServiceDesk+
  • Liaising, supervising and assisting visiting engineering and technical staff.
  • Progressing colleagues' Service Requests, according to the Avon Protection guidelines and protocols
  • Maintaining records for software licenses, consumables, and other supplies
  • Contributing to the development and the implementation of Service Management processes and other continuous Improvement activities alongside the management team
  • Manage Change Request and Transition related tasks though the lifecycle for the IT department and external suppliers according to guidance and protocols.
  • Entry, maintenance and administration of 'CMDB' type data (e.g. Hardware Asset related data)
  • Assist in the creation and production of service reports.
  • Provide support to IT Services leads and undertake activities as directed.
Required Minimum Qualifications:
  • ITIL V3 Service Management Foundation or demonstrable knowledge of using other IT Service Management frameworks
  • Broad business and technical awareness of Microsoft, Network Infrastructure, Security and application technologies, alongside end user devices
  • Sufficient level of IS/IT business awareness.
  • Working knowledge of the Avon's chosen service management tool or other comparable Service desk toolsets
  • Good communication skills (written and oral)
  • Good technical configuration in Avon's chosen service management package.
  • Good level of understanding of Office 365 and other end user technologies and devices
  • High level of expertise in providing IT support face to face, over the phone and via ROTS
Internal Relationships:
  • Member of the UK and USA based IT Service Support Analyst team.
  • Business process 'Super Users' and business operational managers
  • Internal IT Service and project delivery teams
  • External 3rd party supplier support teams and supplier managers
  • IT Leadership Team members
About Avon Protection:

We design and produce life-critical personal protection solutions for the world's militaries and first responders. With a portfolio that includes Chemical, Biological, Radiological, Nuclear ("CBRN"), protection. We do this through our two brands, Avon Protection and Team Wendy. Our mission is to provide unparalleled protection for those who protect us, giving them the confidence to tackle challenging situations and helping them get home safe. At Avon Protection, we recognize that our success relies on the collective efforts of our talented team. As an organization, we welcome individuals who embody our #FIERCE company values - fearlessness, integrity, excellence, resilience, collaboration, and the ability to execute.

What We Offer:
  • Flexible Schedule
  • Competitive Compensation Package
  • Medical, Dental, Vision Insurance
  • 401k Matching
  • Tuition Reimbursement
  • Learning and Development Initiatives


This job description is not intended, and should not be construed, to be an all-inclusive list of all responsibilities, skills, efforts or working conditions associated with this job. While this job description is intended to be an accurate reflection of the job requirements, management reserved the right to modify, add or remove duties from particular jobs and to assign other duties as necessary.

Responsibilities of this position may include direct and/or indirect physical or logical access to information, systems, technologies subjected to the regulations/compliance with U.S. Export Control Laws.

U.S. Export Control laws and U.S. Government Department of Defense contracts and sub-contracts impose certain restrictions on companies and their ability to share export-controlled and other technology and services with certain "non-U.S. persons" (persons who are not U.S. citizens or nationals, lawful permanent residents of the U.S., refugees, "Temporary Residents" (granted Amnesty or Special Agricultural Worker provisions), or persons granted asylum (but excluding persons in nonimmigrant status such as H-1B, L-1, F-1, etc.) or non-U.S. citizens.

To comply with these laws, and in conjunction with the review of candidates for those positions within Avon that may present access to export controlled technical data, Avon must assess employees' U.S. person status, as well as citizenship(s).

The questions asked in this application are intended to assess this and will be used for evaluation purposes only. Failure to provide the necessary information in this regard will result in our inability to consider you further for this particular position. The decision whether or not to file or pursue an export license application is at Avon's sole election.

Must be legally authorized to work in country of employment without a sponsorship for employment visa status (e.e. H1B status).

The anticipated salary range for candidates who will work in Cleveland, OH is $55,000 to $75,000 annually. The final salary offered to a successful candidate will be dependent on several factors that may include but are not limited to the type and years of experience within the job, type and years of experience within the industry, education, etc.

EOE AA M/F/Vet/Disability

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