Find The RightJob.
IT Analyst, Managed Services
Company Overview:
Key Responsibilities
ServiceNow Platform Responsibilities
Training & Required Foundation
Change & Release Validation
Knowledge & Metadata Management
Reporting & Visualization
Configuration Tasks
Ticket Hygiene & Quality Assurance
Reporting, Metrics & Dashboards
ServiceNow System Flow & QA
Documentation & Knowledge Governance
Data Analysis & Process Evaluation
Qualifications:
Required
Preferred
Core Competencies
Performance Metrics
Compensation:
#LI-TM1
Company Benefits:
Novolex is committed to providing equal employment opportunity in all employment practices, including but not limited to selection, hiring, promotion, transfer, and compensation to all qualified applicants and employees without regard to age, race, color, national origin, sex, pregnancy, sexual orientation, gender identity, religion, handicap or disability, genetics, citizenship status, service member or veteran status, or any other category protected by federal, state, or local law. Any individual who, because of his or her disability, needs an accommodation in connection with an aspect of the Company's application process should contact myHRservices@novolex.com.
Formerly Pactiv Evergreen
Why Choose Us?
Novolex is a leading manufacturer of food, beverage, and specialty packaging that supports multiple industries including foodservice, 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.
Our Sustainability Commitment
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.
Job Description:
Position Summary
The Managed Services Analyst (Junior Associate) supports daily operational activities within the Managed Services team, focusing on completing predefined tasks, monitoring service health, executing SOPs, and supporting platform administration—particularly ServiceNow but not limited to. This role works closely with Senior Analysts, Engineers, and Service Managers to ensure stable, high-quality service delivery. Responsibilities begin with a defined task set but will expand as competency and experience grow.
Key Responsibilities
Service Operations & Support
- Perform predefined Level 1–1.5 tasks within Managed Services workflows.
- Software Licensing and compliance tracking
- Monitor system dashboards, alerts, and health checks; escalate when necessary.
- Execute scheduled tasks such as backups, patch checks, service restarts, and user provisioning.
- Document all work performed within the ITSM platform clearly and accurately.
- Respond and/or assist with incidents and service requests within SLA targets.
ServiceNow Platform Responsibilities
Training & Required Foundation
- Complete ServiceNow Admin Training as an initial priority.
Change & Release Validation
- Test all promoted changes prior to deployment to ensure functional integrity.
- Perform instance patching validation to confirm stability and identify issues.
Knowledge & Metadata Management
- Create and maintain Knowledge Base articles specific to the ServiceNow platform.
- Maintain platform metadata including Users, Groups, Services, Service Offerings, Assignment Rules, etc.
Reporting & Visualization
- Create and update operational and analytical reports within ServiceNow.
- Build and maintain dashboards for team visibility and leadership reporting.
Configuration Tasks
- Perform simple Catalog Item changes following approved workflows.
- Implement simple Flow changes in Flow Designer (with guidance as needed).
- Assist in data hygiene tasks and configuration updates as assigned.
Ticket Hygiene & Quality Assurance
- Ensure all tickets are updated with clear, concise, and complete notes throughout their lifecycle.
- Maintain correct categorization (assignment group, CI, service, priority, urgency).
- Validate closure quality including resolution notes and communication.
- Perform periodic hygiene checks for stale tickets or workflow bottlenecks.
- Audit team tickets for SLA and process adherence.
Reporting, Metrics & Dashboards
- Create/update operational reports (SLA performance, ticket volume, backlog aging).
- Maintain dashboards for leadership and team visibility.
- Monitor KPIs such as SLA compliance, backlog health, and repeat incidents.
- Identify anomalies or shifts in ticket patterns and escalate appropriately.
ServiceNow System Flow & QA
- Validate flows, workflows, approvals, and business rules after updates.
- Conduct QA testing for Catalog Items, Flows, UI Policies, and automations.
- Identify broken/inefficient flows and log defects or enhancements.
- Ensure changes do not impact upstream or downstream processes.
- Run test cases during release or patch cycles to confirm system stability.
Documentation & Knowledge Governance
- Maintain and update SOPs as processes evolve.
- Conduct quarterly or annual Knowledge Base reviews for article validity.
- Archive, revise, or rewrite outdated content to maintain quality standards.
- Document new procedures, flows, and platform updates.
- Support continuous improvement of documentation quality.
Data Analysis & Process Evaluation
- Analyze ticket trends (volume, patterns, repeat issues).
- Evaluate process performance end-to-end to identify friction or inefficiency.
- Assess process logic, efficiency, and turnaround time.
- Identify automation opportunities within ServiceNow.
- Support service reviews with data-backed insights and recommendations.
Qualifications:
Required
- 1–2 years of IT support or related experience.
- Foundational understanding of ServiceNow or willingness to learn.
- Basic knowledge of O365, Windows endpoints, and enterprise IT fundamentals.
- Strong communication and documentation skills.
- Ability to follow structured processes accurately.
Preferred
- Exposure to ServiceNow (incident management, catalog items, dashboards).
- ITIL Foundation certification or willingness to obtain within 6 months.
- Experience with Intune, Azure AD, or similar tools.
Core Competencies
- Attention to Detail
- Analytical Thinking
- Customer Service Orientation
- Adaptability
- Collaboration
Performance Metrics
- SLA adherence
- Accuracy of task completion and platform updates
- Documentation and knowledge article quality
- Report/dashboard reliability
- Testing and patch validation execution
- Trend analysis and process improvement contributions
- Escalation quality and timeliness
Compensation:
A reasonable estimate of the current range is $70,000 - $75,000 + bonus + benefits. The range displayed on each job posting reflects the minimum and maximum target salaries for the position across all US locations. Within the range, individual pay is determined by job-related skills, experience, and relevant education or training. At Novolex, it is not typical for an individual to be hired at the top of the range for their role and compensation decisions are dependent on the facts and circumstances of each case.
The benefits for this role include 401(k) plan with company match, comprehensive medical, dental, and vision insurance, flexible spending and health savings accounts, paid vacation, and sick days, paid parental leave, paid holidays and wellness program.
#LI-TM1
What You'll Get From Us
Benefits
With safety as our top priority and a commitment to employee well-being an important focus, we offer comprehensive and competitive benefits that include medical, dental and vision insurance as well as a variety of other well-being resources focused on mental, physical and financial health. Specific benefits and well-being programs may vary depending on where you work.
Community Engagement
At Novolex, giving back to the local communities that support us is important. Our Focused Giving Program prioritizes support for organizations whose missions promote sustainability initiatives or address food and hunger needs. We also encourage facility level support of activities in the communities where our employees live and work.
Training and Development
We offer constant opportunities for advancement. From skills development to advanced education programs, training and development programs and courses are available through MyLearning. Programs include company and industry training curricula, support for formal education through the Tuition Reimbursement Program (Non-Union), and a Learning Management System that supports and enhances employee skills at all levels of the organization.
Novolex is committed to providing equal employment opportunity in all employment practices, including but not limited to selection, hiring, promotion, transfer, and compensation to all qualified applicants and employees without regard to age, race, color, national origin, sex, pregnancy, sexual orientation, gender identity, religion, handicap or disability, genetics, citizenship status, service member or veteran status, or any other category protected by federal, state, or local law. Any individual who, because of his or her disability, needs an accommodation in connection with an aspect of the Company's application process should contact myHRservices@novolex.com.
Formerly Pactiv Evergreen
© 2026 Qureos. All rights reserved.