Service Analyst

Smurfit Westrock is a global leader in sustainable packaging solutions, committed to innovation, collaboration, and digital transformation. Join a company that values people, drives change, and shapes the future of the packaging industry. There has never been a more exciting time to be part of the new IT Solutions team at Smurfit Westrock. This role will provide excellent customer experience as part of all business services available to the local organisation and will collaborate with and support other local teams across IT Solutions at Smurfit Westrock. Your accountabilities: • Deliver day-to-day activities for Incident Management, Request Management, Service Desk processes, while following the documentation available to support these activities • Collaborate with service analysts across all GIS functions to meet and where possible exceed agreed Service Level Agreements (SLAs) • Complete relevant training on the execution of all in scope processes and procedures • Recommend and where applicable deliver continual improvements to operational procedures • When assigned, deliver project work, to defined timelines and budget • Complete tasks on handover and implementation of new Service Excellence ways of working from IT Solutions Transformation into day-to-day operations The role holder will report to the local Service Desk Team Lead and will work closely with other IT Solutions colleagues to service impacting incidents and to fulfil requests. Knowledge of supported services and team responsibilities will be required to effectively manage escalations and re-assign incidents and requests for fastest resolution or fulfilment.

Location: Baja California, MX

Posted Date: 4/26/2025