Sysco

Title: Retail District Sales Manager Location: FP- Coastal SBProduce Job Description: Company: US1601 Coastal Sunbelt Produce, LLC Sales Territory: Zip Code: 20723 Travel Percentage: Compensation Range: $108,800.00 - $163,200.00 The compensation range provided is in compliance with state specific laws. Factors that may be used to determine your actual rate of pay include your specific skills, years of experience and other factors. You may be eligible to participate in the Company's Incentive Plan. BENEFITS INFORMATION: For information on Sysco’s Benefits, please visit https://SyscoBenefits.com JOB SUMMARY The District Sales Manager (DSM) provides leadership, strategic planning and monitors all sales activities of Territory Managers (TMs) for assigned districts to ensure the team achieves maximum profitability and growth in line with the Company’s vision and goals. The DSM establishes and jointly builds strategic plans with Regional Sales Vice President to increase sales revenues from current clients and new client acquisitions. RESPONSIBILITIES - Establish sales objectives by forecasting and developing annual sales quotas for districts and territories. - Work closely with TMs (territory managers) to project expected sales volume and profit for existing and new properties. - Ensure that plans are followed by TMs (territory managers) to ensure all goals are met. - Assign and/or reassign accounts as necessary. - Spearhead the recruitment, motivation, development of TMs (territory managers) for the assigned district and instill a culture of accountability, performance-based management, teamwork, and other best practices to achieve the goals of the organization. - Monitor, evaluate and provide feedback to TMs (territory managers) on progress towards goals. - Coach and develop TMs (territory managers) in balancing the delivery of high productivity, quality and customer service. - Participate in staff selection, performance and compensation evaluations, corrective action and terminations, as necessary. - Promote continuous training and development of associates. - Lead and facilitate change management in support of organizational goals. - Consult with Human Resources Department as appropriate. - Work directly with the TMs (territory managers) and customers in the field by assisting on sales calls while providing constructive feedback to further develop the skill sets of each TMs (territory managers). - Oversee training and educational programs for TMs (territory managers). - Participate in major client presentations and discussions to ensure best in class customer service. - Work with all operating divisions that support the sales organization to create and ensure a collaborative work environment. - Increase sales through account penetration by analyzing current sales and volume, planning sales calls and following up. - Utilize product knowledge, ROI and analytical research tools (i.e., Phocas, GForce, and Salesforce.com) and sales training resources to effectively target new prospects and opportunities. - Maintain, build, and expand customer relationships. - Regularly interact and communicate with various internal departments to provide vital information that may be necessary for servicing the customer. This may include advance notification to Merchandising changes, increased or decreased product movement, new business, changes in proprietary product or other related information. - Provide advance notification to Operations about new customers or any other changes that may affect customer orders or delivery. - Continuously monitor assigned accounts and take corrective action, as needed, to maintain and improve overall customer satisfaction. - Immediately notify the management team if an existing account is in jeopardy of discontinuing service or issues remain unresolved regardless of attempts to correct the situation. - Work with accounts receivable to ensure customers pay invoices within agreed-upon terms. QUALIFICATIONS Education - High School education required. - Bachelor's degree in a related field (e.g. business administration) or equivalent relevant industry experience. Experience - 2 or more years' experience successfully growing profitable sales in the foodservice industry. - 5+ years' foodservice sales experience in the foodservice industry preferred. Professional Skills - Excellent communication (verbal and written), interpersonal and professional interactive skills are necessary to perform at a high degree of proficiency. - Ability to communicate clearly through email and telephone. - Ability to effectively present information and respond to questions from clients, management and associates. - Capable of working with others proactively and constructively. - Strong leadership skills, including the ability to mentor and develop individuals and teams. - Able to engage and lead team discussions and meetings. - Understand team dynamics and works well within a team structure. - Collaborative management style. - Delegates responsibilities effectively. - Recognizes and acknowledges the value others bring to the organization. - Exhibits a high level of trust and accountability. - Excellent listening, presentation, negotiation, and closing skills. - Strong understanding of financial concepts, including pricing and forecasting. - Respond promptly to customer needs. - Solicit customer feedback to improve service. - Respond promptly to requests for service and assistance as needed. - Ability to prioritize and manage multiple priorities/deadlines. - Uses time effectively. - Identifies and resolves problems promptly. - Gathers and analyzes information skillfully. - Develops alternative solutions. - Displays willingness to make decisions. - Exhibits sound and accurate judgment. - Makes timely decisions. - Tactfully approaches others. - Reacts well under pressure. - Accepts responsibility for your actions. - Follows through on commitments. - Goal-oriented and driven self-starter who can work independently within a team environment and strives to the best. - Computer literacy includes maintaining a customer database, internet navigation and use of MS Office (Word, Excel, PowerPoint, Access, and Outlook). - Familiarity with Phocas, Gforce, Box, Salesforce.com and PeopleSoft a plus. Physical Demands - Regularly required to sit, stand, walk and use hands and fingers to operate a computer keyboard, mouse, and telephone to talk and hear. - Frequently required to sit and reach with hands and arms. - Must occasionally lift and/or move up to 20 pounds. Work Environment - Depending on the assigned territory, the district sales manager may work in a normal office environment or work from a remote home-based office. - The noise level in the work environment is usually moderate. - This management position demands travel to and from Territory Managers, customers and prospects in the assigned region as needed. - There is overnight travel required as deemed necessary and specifically pertains to company events, district meetings, training sessions, vendor fairs, and client appointments. - May be required to utilize personal vehicles for business travel that may result in long periods of sitting. - Must maintain a valid driver's license with a driving record that meets company minimum standards for travel throughout the assigned district to service customers and call upon prospects. - If working remote, you must have required software to ensure timely communications and have a dedicated workspace free of any distractions and participate in customer or conference calls in a business-friendly environment. - This position may require evening and weekend work depending on customer needs. OVERVIEW: Sysco is the global leader in foodservice distribution. With over 71,000 colleagues and a fleet of over 13,000 vehicles, Sysco operates approximately 333 distribution facilities worldwide and serves more than 700,000 customer locations. We offer our colleagues the opportunity to grow personally and professionally, to contribute to the success of a dynamic organization, and to serve others in a manner that exceeds their expectations. We’re looking for talented, hard-working individuals to join our team. Come grow with us and let us show you why Sysco is at the heart of food and service. AFFIRMATIVE ACTION STATEMENT: Applicants must be currently authorized to work in the United States. We are proud to be an Equal Opportunity and Affirmative Action employer, and consider qualified applicants without regard to race, color, creed, religion, ancestry, national origin, sex, sexual orientation, gender identity, age, disability, veteran status or any other protected factor under federal, state or local law. This opportunity is available through Sysco Corporation, its subsidiaries and affiliates.

Role Description Strategically drive approved programs through the project lifecycle, relying on expertise to anticipate and address change requests, issue management, risk management, and status reporting. Manages the scope, schedule, budget, quality, and post-pilot deployment waves of very large (multiyear) programs from pilot to full deployment across the enterprise. Creates long- and short-term plans, including setting targets for milestones, adhering to deadlines, and allocating resources. Delegate tasks on the project to team members best positioned to complete them. Responsible for ensuring effective decision making when presented multiple options for how to progress with the project. Oversee dependencies across program tasks. Manages other project managers. Responsibilities - Owns all aspects of 1 high complexity or 2 or more medium complexity programs, to deliver approved business functionality to Sysco. - Defines and leads program scope, approach, program-level assumptions, dependencies, risk, and budget. - Partners with all stakeholders and dependent projects and programs to develop detailed program schedules. - Coordinates activities, critical dates, and dependencies across multiple distinct projects/programs. - Prepares financial plans showing profiled capital and revenue expenditure. - Defines financial reporting requirements and arrangements for the release of funding linked to stage or phase gates. - Establishes budget governance processes at the program level to drive efficiency and timely completion of initiatives. - Oversees project budget, including purchases and contracts, monthly spend, and resource forecasting. - Seeks cost-effective alternatives to enhance cost efficiency while delivering quality results. - Conducts and supervises financial processes such as budgeting, forecasting, and correct coding of actual expenses. - Supervises creation of purchase requisitions and onboarding third-party resources to specific programs. - Leads the development of the Business Case, in alignment with senior stakeholders and obtaining agreement through approving governance bodies. - Collaborates with financial business partners and leadership team to support IT business case creation. - Identifies and monitors program risks (threats and opportunities), planning and implementing responses to them and responding to other issues impacting the program. - Manages risks and issues, including those that are strategic and politically sensitive, ensuring regular reporting and escalation as appropriate. - Serves as final point of escalation in remediation of risks, issues, or requests. - Evaluates impact of scope changes on the program(s) and how they may interact with other projects. - Drives communications between stakeholders of dependent projects and with Sysco management. - Identifies, addresses, and resolves differences between individuals and/or stakeholder interest groups using conflict management techniques. - Mentors and trains project and program managers in their technical and professional development. - Identifies and coordinates training needs. - Maps program dependencies and identifies owners, building dependency management into the program's governance cycle. - Defines quality indicators for processes/outputs and manages quality assurance and control processes for projects/programs. - Uses these to determine whether success criteria are met, capture lessons learned, and implement change control processes. - Independently creates and supervises reporting flows and processes for multiple projects/teams/workstreams in a program. - May manage other project management members of the team. Qualifications - 10 years project management experience in a project or program management role. - Bachelor’s degree in Business Administration or related field, or equivalent combination of education and experience. - Experience with project management tools and methodology. - Demonstrated understanding of project financials and measures of performance. Requirements - CAPM/PMP, Prince 2 or similar certification. - Experience with Agile Methodology or CSM certification preferred. - 10 years' experience with Microsoft Office Suite, Microsoft Project, Smartsheet or PlanView. Competencies - Strong Proficiency in Schedule Management, Budget & Cost Control, Forecasting & Budget Reporting, Project Governance & Reporting, Risk & Issue Management, Change Control, Stakeholder Management, Project Metrics & Measurement, Quality Management. - Exhibits adaptability by maintaining agility when faced with unexpected challenges and models resiliency when facing obstacles. - Develops/refines best practices that can account for known gaps in information sharing and rapidly changing business needs. - Able to apply a broad range of project management approaches despite ambiguity and recommends appropriate actions for others. - Ensures program alignment with the organization's overarching governance structure and aligns relevant individuals on their respective roles and responsibilities. - Holds self and others accountable for measurable high-quality, timely, and cost-effective results. - Can determine objectives, set priorities, and delegate work. - Outlines goals and assesses workgroup progress towards goal achievement. - Empowers team to achieve targets. - Conducts complex financial analysis to support project/program decision-making and provides well-rounded recommendations for adjusting business decisions and strategies within a project/program. - Uses negotiation and influencing skills to agree on a schedule of requirements with stakeholders, document these requirements, and refine them as needed, with appropriate change control process implementation. - Supports and reviews creation of project/program artifacts by junior colleagues, including resource schedules, budgets, financial forecasts, progress logs, etc. - Owns creation, development, and maintenance of organizational/strategic artifacts. - Manages and resolves conflicts and disagreements in a constructive manner. - Solves escalated issues and directly contributes to problem resolution. - Acts as a coach during conflict management, encourages parties to resolve the differences themselves, and addresses conflicts that are difficult to resolve promptly and respectfully. - Monitors the success of conflict management measures and remains alert to any ongoing problems. Benefits - Comprehensive Flexible Benefits including Health and Dental, Health Care Spending and Wellness Accounts. - Short-Term and Long-Term Disability. - Life Insurance. - Voluntary Optional Insurance. - Parental Leave Plan. - Company Pension Plan. - Group RRSP & TFSA. - Employee and Family Assistance. - Stock Purchase Plan. - Maple Virtual Care. - Unlimited online learning. - Sysco product discounts. - Preferred vendor discounts. - Associate Resource Groups.

Role Description Sysco services a wide range of market segments including food service management companies, restaurants, healthcare facilities, educational institutions, hospitality and tourism companies, and other customers that prepare meals away from home. These customers vary widely in size, product assortment, service requirements and location which requires unique supply chain solutions for their distribution needs. The Sr Manager Customer Supply Chain Solutions will lead a team of supply chain experts that will function as business consultants to specific customer verticals (Restaurant, Foodservice Management and Healthcare/Retail/Travel) and will develop tailored supply chain strategies and offerings to each vertical in order to increase Sysco sales, earned income and profitability with mutual benefit for customers. The Sr Manager CSCS is responsible for developing external interest for Sysco supply chain solutions and will work closely with Customers, Sales, Marketing, Merchandising, and Operations functions to leverage end-to-end distribution network models and develop alternative distribution offerings to customers that combine sources of supply, proprietary items, delivery points to deliver the best supply chain costs. Areas of responsibility include: - Customer to operating company alignment - Supplier and inbound transportation optimization opportunities - Supply chain cost modeling for RFP (request for proposal) responses - Customer KPI monitoring - Business planning - Customer-specific projects for performance improvement Responsibilities - Manage all aspects of the customer SC solution program for assigned customer segment including customer engagement on supply chain opportunities, development of distribution strategies for key customer segments, RFP proposal response, inbound and outbound supply chain optimization initiatives, customer KPI monitoring, customer-specific projects and coordination of opportunities with operations and other functional areas. - Lead customer presentations and proposals to secure project opportunities with customers. - Lead development of solution offerings to CMU (corporate multi-unit) customers that deliver cost-effective supply chains including operating company alignment, sources of product and customer ordering practices. - Responsible for recruiting, developing and retaining top talent for an assigned customer segment. - Direct engagement with CMU (corporate multi-unit) customers in business development activities and execution of supply chain optimization projects. - Work closely with CMU (corporate multi-unit) sales to identify and prioritize customer supply chain opportunities to attract new business and increase the profitability of the existing business. - Provide subject matter expertise in Sales opportunities through broad know-how of the foodservice supply chain. - Work in a cross-functional manner to identify and implement strategies that improve overall cost and service performance to customers. - Coordinate with cross-functional stakeholders across Supply Chain Operations, Merchandising, Supply Chain Services, Finance, and Corporate Business Development groups. - Collaborate with sales and other departments for successful customer onboarding. - Provide thought leadership on proven distribution strategies that achieve higher supply chain performance and deliver value to Sysco and customers alike. - Incorporate a holistic view of the supply chain in solution development. - Utilize problem-solving abilities and fact-based methods to identify, define and resolve specific problems of customer supply chains. - Clarify and resolve complex business issues by breaking them down into meaningful components. - Communicate with internal and external stakeholders throughout the entire process including final customer proposals. - Identify and document logistics cost savings and productivity improvement opportunities within the network. - Lead development of customer management reporting tools to monitor performance and identify improvement areas. - Monitor performance of key customer KPIs and operations KPIs and initiate discussions to improve performance. - Supports enterprise initiatives with customer profitability/cost modeling and related activities. - Develop and document standard deliverables and operating procedures for the team. - Other duties may be assigned by department leadership. Qualifications - BS degree in Engineering, Supply Chain Management, Operations Research or another relevant field of study. - Master's Degree in Business, Operations Management or Supply Chain Management preferred. - Minimum of 7 years of experience in distribution supply chain modeling, distribution operations cost analysis or sales support for logistics service provider required. - Minimum of 2 years of project management experience required. - APICS CPIM, CSCP and/or CLTD certification desired. - Familiarity with advanced computer engineering, optimization, analytics and database tools. - Self-sufficient computer literacy including MS Word, MS Excel, MS Access, MS Project, MS Powerpoint and Outlook. Professional Skills - Strong written and verbal communication skills. - Demonstrated ability to think independently and strategically. - Demonstrated ability to lead organizational transformation. - Strong ability to interpret operating and financial data. - Strong ability to read and understand technical documents. - Ability to build strong relationships and collaborate effectively. - Ability to persevere and achieve goals and objectives despite obstacles. Physical Demands - The job requires travel 25% of the time. - While performing the duties of this job, the employee is regularly required to sit, stand, walk and use hands and fingers to operate a computer keyboard, mouse, and telephone. - The employee is frequently required to sit and reach with hands and arms. - The employee must occasionally lift and/or move up to 20 pounds. Work Environment - This position can be performed from a corporate facility or a remote location. - Must be able to do limited travel to Sysco facilities or operating companies. - If working remote, must have required software to ensure timely communications. - The noise level in the work environment is usually moderate. Benefits For information on Sysco’s Benefits, please visit SyscoBenefits.com . Company Description Sysco is the global leader in foodservice distribution. With over 71,000 colleagues and a fleet of over 13,000 vehicles, Sysco operates approximately 333 distribution facilities worldwide and serves more than 700,000 customer locations. We offer our colleagues the opportunity to grow personally and professionally, to contribute to the success of a dynamic organization, and to serve others in a manner that exceeds their expectations. We’re looking for talented, hard-working individuals to join our team. Come grow with us and let us show you why Sysco is at the heart of food and service.

• Perform activities required to create, change, validate and rationalize enterprise master data • Review, validate and execute global master data create & change requests in a multi-system environment • Perform basic statistical and relational analysis of large data sets to identify and correct inconsistencies and anomalies • Validate and syndicate changes to master data (Customer, Material, Vendor) as approved by the business review process • Analyze, validate, prioritize and execute requests for mass maintenance of Customer, Material, and Vendor master data • Monitor workload balancing system and process constraints to ensure service level targets are maintained • Communicate and liaise with business units to thoroughly understand business requirements and the impact of master data changes • Inform and advise requestors and key stakeholders of status as appropriate • Check, validate and execute Customer and Vendor hierarchy create and change requests • React to escalation notices to expedite creation or changes to master data by prioritizing and rebalancing other requests using a defined escalation protocol as needed • Apply business rules and best practices when reviewing requests to identify errors in global data fields and reject, escalate or remediate errors • Mult-task in a multi-functional environment while maintaining service level targets • Prioritize, execute, follow up and track data collection and validation projects (RFD) • Maintain and enhance Customer, Material and Vendor master data governance rules, standard operating procedures (SOPs), naming convention and other enterprise data standards

• Oversee the development, review, and implementation of accurate customer demand forecasts for use in inventory replenishment for the assigned segment. • Collaborate with internal and external partners to synthesize customer inputs, Financial/Sales forecasts with system forecasts, measure the performance/outcome, and advise the key stakeholders. • Drive the continuous improvement of the demand forecasting processes, and systems. • Explore, pioneer, and experiment with novel methods to enhance forecast accuracy and the efficiency of forecast management. • Develop tools, processes, and communication channels to establish a robust consensus for forecasts, spanning from individual customer levels to consolidated financial/sales levels. • Oversee the performance of Demand Planners and Sr. Demand Planners, ensuring that forecasts are effectively planned from both a system/statistical and consensus standpoint. • Proactively advise the risks and lead the solutioning with team members.

• Manage and Develop the planning and replenishment associates • Responsible for achieving KPIs • Contribute to the development and execute the implementation of planning & replenishment process • Manage the execution of supplier and product assortment initiatives • Provide feedback for Integrant Planning Capabilities including but not limited to: demand planning, replenishment, supplier engagement, S&OP, S&OE • Working cross functionally, leverage experience and analytical skills • Demonstrates well developed influencing skills with the ability to easily connect in a credible manner with cross functional teams • Creates and fosters high performance culture, focused on engagement, accountability, innovation, collaboration, and continuous improvement with a customer focus.

Role Description The Manager Customer Supply Chain Solutions (CSCS) is the responsible supply chain professional dedicated to specific customer market segments (Restaurant, Foodservice Management, or Healthcare/Retail/Travel) to develop tailored supply chain strategies and offerings to increase Sysco sales opportunities and profitability with mutual benefit for customers. - Lead projects and deliverables for assigned customer market segment including RFP proposal response, inbound and outbound supply chain optimization initiatives, customer KPI monitoring, communication, coordination of customer onboarding and off boarding with operations and internal and external engagement. - Develop assumptions, timelines and targeted deliverables based on customer specific opportunity. - Collaborate with CMU sales organization assigned to specific customer vertical. - Manage project priorities, timelines and quality of deliverables from assigned team. - Develop segment specific expertise and applicable strategies in collaboration with sales, operations, merchandise and finance. - Responsible for training and development of lesser experienced talent for the team. - Provide thought leadership on proven distribution strategies that achieve higher supply chain performance and deliver value to Sysco and customers alike. - Utilize problem solving abilities and fact based methods to identify, define and resolve specific problems of customer supply chains. - Lead development of customer management reporting tools to monitor performance and identify improvement areas. - Monitor performance of key customer KPIs and operations KPIs and initiate discussions to improve performance. - Other duties may be assigned by department leadership. Qualifications - Minimum 7 years experience with BS degree in Engineering, Supply Chain, Operations Research or equivalent experience. - Experience in distribution or food industry preferred. - Minimum of 3 years experience in a distribution/transportation/delivery environment required. - 2 years of project management experience required. - Familiarity with Supply Chain tools such as I2 Strategist, Llamasoft, Roadnet Territory Planner, TMS. - Computer literacy including MS Word, Excel and Outlook. Requirements - Must have excellent written, verbal communication and interpersonal skills. - Excellent analytical skills to evaluate operating costs, logistics and product costs, distribution and statistical data. - Self-starting and analytical use of know-how to identify, define and resolve problems. - Demonstrated leadership ability. Benefits - For information on Sysco’s Benefits, please visit SyscoBenefits.com . Company Description Sysco is the global leader in foodservice distribution. With over 71,000 colleagues and a fleet of over 13,000 vehicles, Sysco operates approximately 333 distribution facilities worldwide and serves more than 700,000 customer locations. - We offer our colleagues the opportunity to grow personally and professionally. - We’re looking for talented, hard-working individuals to join our team.

• Provides Market and Region level support for pricing routines and management. • Executes and supports Global Support Center pricing strategy for TRS and LCC account types. • Accountable for day-to-day TRS pricing execution and exception management. • Supports LCC bid model creation and bid renewals. • This individual is responsible for the engagement, deployment, and execution of the Global Support Center Revenue Management objectives.

Title: Master Data Specialist Location: Sysco Corporate Full time Compensation Range: $25.38 - $38.08/hr You may be eligible to participate in the Company's Incentive Plan. JOB SUMMARY This position performs activities required to create, change, validate and rationalize enterprise master data. RESPONSIBILITIES - Review, validate and execute global master data create & change requests in a multi-system environment. - Perform basic statistical and relational analysis of large data sets to identify and correct inconsistencies and anomalies. - Validate and syndicate changes to master data (Customer, Material, Vendor) as approved by the business review process including but not limited to requests to create, change, extend, block/unblock, activate/deactivate, or otherwise modify master data. - Analyze, validate, prioritize and execute requests for mass maintenance of Customer, Material, and Vendor master data to ensure the appropriate standards and governance rules are maintained. - Monitor workload balancing system and process constraints to ensure service level targets are maintained. - Communicate and liaise with business units to thoroughly understand business requirements and the impact of master data changes. - Inform and advise requestors and key stakeholders of status as appropriate. - Check, validate and execute Customer and Vendor hierarchy create and change requests. - React to escalation notices to expedite creation or changes to master data by prioritizing and rebalancing other requests using a defined escalation protocol as needed. - Apply business rules and best practices when reviewing requests to identify errors in global data fields and reject, escalate or remediates errors. - Mult-task in a multi-functional environment while maintaining service level targets. - Prioritize, execute, follow up and track data collection and validation projects (RFD). - Maintain and enhance Customer, Material and Vendor master data governance rules, standard operating procedures (SOPs), naming convention and other enterprise data standards. - Liaises closely with other business units throughout the organization as appropriate. QUALIFICATIONS Education - High School diploma. - Bachelor's degree preferred. Experience - At least 2 years of related experience analyzing, validating and posting data or a bachelor's degree. - Experience and knowledge of departmental functions, terminology and interrelationships for data types such as: Customer (Create, Accounts Receivable, Finance, Sales and Marketing, Customer Support, etc.), Vendor (Create, Procurement, Supply Chain, Accounts Payable, etc.), and Material (Create and Change, Procurement, Supply Chain, etc.). - Wholesale foodservice distribution experience, master data analysis or similar data management experience preferred. Professional Skills - Ability to select and consistently apply standard policies and procedures. - Basic statistical and relational analysis skills including sound logical reasoning. - Able to analyze and resolve questions and problems independently. - Good oral and written communication skills with the ability to furnish concise information. - Can work in a fast-paced, multi-tasking, high transaction team environment. - Complete work within defined service targets in situations with tight turnarounds and deadlines. - Intermediate to Advanced Experience with Microsoft Office Suite with a particular emphasis on MS Excel, SAP, and SAP-Master Data Management application experience preferred.

• Serve as the first contact point within the Service Desk offering level one support to Sysco associates and internal customers via phone calls, email submissions, live chat support and manage non-critical single user escalation requests. • Addresses and resolves reported non-major incidents and requests; logs all incidents and requests in ServiceNow. • Reassigns tickets to other support groups where First Call Resolution is not possible. • Creates a positive customer support experience and builds strong relationships through deep problem understanding, ensuring timely resolution or escalation and handling customers with a consummately professional attitude. • Analyzes and resolves incidents and requests regarding use of application software or hardware. • Responsible for case ownership through the engagement of other support staff (service resources) involved in resolution to ensure incidents are resolved, requests are filled, and customer communication is complete. • Works shift patterns as assigned to support associates and internal customers 24x7x365. • Documents all relative case information in ServiceNow to include troubleshooting steps, business/customer impact, and screenshots, if applicable. • Meets and exceeds all defined performance metrics on a consistent basis which results in positive CSat and QA scorecards. • Continuous growth in general knowledge of current corporate, division, and facility-specific products, increasing ability to resolve incidents and requests on first contact. • Create knowledge articles to promote customer self-service and improve First Call Resolution of requests and incidents within the Service Desk. • Available for after hours and on-call support as needed to maintain business continuity. • Adheres to Code of Conduct and Mission and Value statements. • Successfully completes required Corporate and Service Desk training objectives. • Can work remotely and maintain productivity without supervision. • Performs other duties as assigned.