Analyst II, IT Operations Support

Company Overview Why Choose Us?

Novolex is a leading manufacturer of food, beverage, and specialty packaging that supports multiple industries including food service, restaurant delivery and carryout, food processing, grocery and retail, and industrial sectors. Novolex manufacturing and sourcing expertise spans a diverse range of substrates including resin, paper, molded fiber, aluminum and more. We provide customers a broad array of stock and customized solutions with 120 product categories, 250 brands and over 39,000 SKUs.

The Novolex sustainability vision is built upon three pillars: our products, our operations and our people. Each is critically important to our growth and future as a business. These pillars form the foundation of our company-wide commitment to sustainability, helping us achieve our ambitious goals through our wide-ranging initiatives.

The Analyst II, IT Operations Support is an experienced, self-directed contributor within Novolex's IT Service Management function. Reporting to the Senior Manager, IT Service Management, this role owns the operational integrity of ITSM reporting, service data quality, and process execution across the enterprise — operating with a high degree of independence and accountability for measurable service outcomes.

Unlike an entry-level analyst role, the Analyst II is expected to drive operational discipline rather than just support it. This individual brings proven hands-on experience with Service Now, ITIL-aligned service delivery, and enterprise performance reporting — and applies that expertise to identify issues, lead improvement initiatives, and elevate the overall quality of Novolex's IT service operations. The role also serves as a functional resource for junior ITSM staff, sharing knowledge, reinforcing best practices, and contributing to team capability.

As Novolex scales operations across manufacturing, packaging, and distribution, the reliability and visibility of IT services are business-critical. The Analyst II, IT Operations Support delivers direct value across four strategic dimensions:

• Operational Intelligence:
  Operational Intelligence:
  Own the reporting and analytics infrastructure that gives ITSM leadership accurate, real-time insight into service health, SLA performance, and emerging risk — enabling data-driven decisions at every level.
• Service Data Governance:
  Service Data Governance:
  Ensure the accuracy, completeness, and consistency of ticket data, CMDB records, and catalog content — maintaining the foundation that reliable SLA reporting and ITSM governance depend on.
• Process Discipline:
  Process Discipline:
  Apply deep ITIL knowledge to enforce consistent execution across Incident, Problem, Change, and Request processes — reducing repeat failures, improving resolution quality, and strengthening service reliability.
• Continuous Improvement Ownership:
  Continuous Improvement Ownership:
  Lead CSI initiatives, track outcomes, coach peers, and embed a culture of measurable, sustained service improvement across the ITSM operations team.

Own the design, production, and continuous improvement of ITSM performance reporting across all service domains:

• Design, build, and maintain advanced Service Now dashboards and performance reports covering incident volume, SLA attainment, first contact resolution (FCR), mean time to resolve (MTTR), backlog aging, CSAT trends, and change success rates.
• Produce and distribute the weekly and monthly ITSM performance reporting package to the Senior Manager, Director, and IT leadership — presenting metrics in executive-ready formats with trend analysis and recommended actions.
• Develop and refine ad hoc reports and data extracts to support leadership decisions, operational audits, staffing analyses, and business case development.
• Build and maintain CSAT reporting pipelines — aggregating survey results, scoring trends by team and category, and surfacing verbatim feedback themes that inform targeted service improvements.
• Proactively identify data anomalies, SLA…