One Great Future

In August of 2018 it was announced that Amcor Flexibles and Bemis Company would combine to become the global leader in consumer packaging. This combination allows for a comprehensive global footprint with greater scale in all regions of the world. With a combined company history of more than 300 years, we continue to work collaboratively with our customers to make Amcor the clear choice for inspired packaging solutions. We appreciate your patience while we work to integrate our application and hiring process.

Job Description

Amcor’s IT Service Management (SM) Team is responsible for Service Delivery tools and processes, for IT project and portfolio management, Vendor and Asset management and IT Process measurement and quality.  The team supports the four regional operations teams and the global teams for Architecture, Collaboration, Cybersecurity and Compliance.  SM manages the for the continuous improvement of ITIL processes as they are defined for Group IT and is accountable for the Group IT Budget process.   

We are currently looking for an IT Quality Analyst to join our team.

The IT Quality Analyst will be responsible for managing the accuracy and completeness of transaction and master data in Amcor IT Service Management systems.  From this foundation, the position formulates data driven ideas and launches initiatives to improve Group IT service delivery and processes.  The position interacts with all areas of Group IT in the implementation, measurement and improvement of core ITIL processes.  The position monitors Group IT KPIs, creating regular and AD HOC reporting to IT leadership, including useful deductions and meaningful commentary on trends.

Job Dimensions

Member of global team.  Significant interaction with all IT teams.  Exposure to IT Leadership.

Principal Accountabilities

• Managing internal group IT performance in all areas of service delivery.  Ensure that for any underperforming KPIs there are improvement action plans assigned and tracked
• Facilitating quality review sessions on new processes and on continuous improvement of existing processes
• Proposing, confirming and implementing standards for data entered in ITIL process transactions to provide complete and uniform databases that can be used for subsequent analysis
• Ensure that ITIL processes are followed by all Group IT personnel to result in accurate and complete data for analysis
• Check and manage the corrective action to clean data, ensuring that Group IT teams replace erroneous values with correct figures
• Measuring and reporting on the frequency of errors in data, determining the root cause of the errors and working with Group IT teams to eliminate the root causes
• Analysing transaction and master data, with due consideration for the influence of missing information and outliers. Collating data to facilitate its interpretation, using various tools.
• Reporting on insights obtained, which might be utilized to inform continuous improvement strategies
• Monitoring current service metrics, identifying trends, defining and tracking improvement action plans
• Developing and distributing dashboards, scorecards and status updates regarding service levels, metrics, improvement activities and other Service Management initiatives. 
• Identifying need for service escalation and for problem management
• Leading the transition of service measurement and processes from project to operational, including the documentation of new processes and the reporting of new KPIs 
• Daily review of open and aging service requests and incidents for all IT – identify trends, report anomalies, escalate as needed
• Create and implement process improvement actions both regional and globally
• Participating in the continuous improvement of IT Tools for service management

Major Challenges & Complexities

Interaction with diverse IT teams, some inside Group IT, some inside Business Group IT teams.  Making improvements in the ONE IT spirit is key to success.  Working with geographically disperse teams. Global cultures and languages

Relationships

Service Management Teams, Application & Infrastructure Strategy, Regional Operations Team

Service Management Tools Vendor (Service now), and First level Service Desk Provider (Stefanini)

Qualifications/Requirements

• Bachelor’s degree in Computer Science/IT or equivilent experience and certifications
• ITIL foundations or further certification a plus
• Experience in first level IT help desk (either as agent or manager)
• Experience in continuous improvement or training/certification in lean 6 sigma a plus
• Excellent Microsoft Office Tools skills – Power BI and Service Now reporting a plus
• Basic understanding of Service Now processes and database
• Experience with Performance Analytics and Service Now reporting a plus

Knowledge/Skills/ Behaviors

• Attention to detail
• Familiarity with ITIL standards and with service management concepts
• Operational Execution skills are key along with Leading Self
• Candidate needs to be able to work independently and have strong interpersonal skills, building relationships with both external and internal teams
• Amcor Leadership Framework competencies: functional/technical skills, priority setting, managing & measuring work, drive for results, influencing others, process management, and customer focus

Our Expectations

We expect our people to be guided by The Amcor Way and demonstrate our Values every day to enabler the business to win. We are winning when:

• Our people are engaged and developing as part of a high-performing Amcor team
• Our customers grow and prosper from Amcor’s quality, service, and innovation
• Our investors benefit from Amcor’s consistent growth and superior returns
• The environment is better off because of Amcor’s leadership and products

Equal Opportunity Employer/Minorities/Females/Disabled/Veterans/Sexual Orientation/Gender Identity

Amcor Flexibles North America is an Equal Opportunity Employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability status, protected veteran status, or any other characteristic protected by law.

If you would like more information about your EEO rights as an applicant under the law, please click on the links  "EEO is the and "EEO is the Law" Poster Supplement. If, because of a medical condition or disability, you need a reasonable accommodation for any part of the employment process, please call 224-313-7000 and let us know the nature of your request and your contact information.

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