Analyst, IT Operations


Reporting to the Manager, Global IT Service Management, the Analyst, IT Operations will be responsible for operational and service management aspects of global technology infrastructure and end user computing services, both locally and remotely. Maintaining a high availability environment supporting global operations in all GPI facilities is a critical responsibility of this role.

JOB FUNCTIONS: Job functions include, but are not limited to the following:

  • Monitoring, assessment and support of all facets of IT services and end-user computing such as file, print, and application services including storage, and backup, network services including voice, video, data, and mobile computing.
  • Work with cross platform technical teams, identify gaps, execute remediation plans, streamline processes and coordinate all technical level and service delivery support activities. Providing technical support in the diagnostic and restoration of IT services.
  • Collaborate with engineering and service management teams to ensure proper deployment and monitoring of GPI IT security policies.
  • Collaborate and lead engineering efforts that directly impact end user computing performance, including end point imaging, encryption, mobile data management, local data management, etc.
  • Adhere to GPI’s Change Management and Service Management procedures.
  • Adhere to GPI standards for the tools and technology used on premise as well as cloud to provide GPI consistent delivery of IT infrastructure and end user services.
  • Identify areas of improvement to improve service performance, stability, and costs.
  • Collaborate with engineering and service management teams to ensure operational acceptance of all new services and technology following ITIL methodologies
  • Adhere to Global Infrastructure Operations Standards, Policies and Procedures.
  • Lead in continuous improvement of the design and ongoing development of IT services and their associated technology and support processes across the user community.
  • Provide responsive action to any high criticality operational incidents occurring during agreed levels of service, e.g. 24×7 and follow-up critical incident management support


  • Bachelor’s degree in Information Technology or related field, with five years related experience or Associate degree with seven years related experience.
  • 1+ years’ experience in a 24/7 high-availability multi-site enterprise environment that includes including application hosting, voice and data networks, security management, and information protection.
  • Successful track record of collaboration with teams that deliver on operational priorities.
  • Experience providing on-site and remote technical support for IT infrastructure and end user services.
  • Understanding of ITIL and governance policies and associated processes.
  • Strong written and verbal communication skills across a broad range of personnel across all business functions. Experience in a manufacturing environment desirable.
  • Ability to work in a virtual global team environment across all time zones.

Required Skills

Required Experience

At Graphic Packaging International (NYSE: GPK), we produce the box you may have poured your child’s cereal from this morning, the microwaveable tray that heated your lunch, the paper cup that held your coffee throughout the day, and the carrier of those bottles of craft beer you may enjoy tonight! We’re one of the largest manufacturers of paperboard and paper-based packaging for some of the world’s most recognized brands of food, beverage, foodservice, household, personal care and pet care products. Headquartered in Atlanta, Georgia, we are a team of collaborative, innovative, passionate individuals who are committed to providing consumer packaging that makes a world of difference.

With almost 18,000 employees working in more than 70 locations in North and South America, Europe and the Pacific Rim, we strive to be an environmentally responsible leader in our industry and in the communities where we operate. We are committed to workplace diversity and offer compensation and benefits programs that are among the industry’s best to reward the talented people who make our company successful.

If this sounds like something you would like to be a part of, we’d love to hear from you. Learn more about us at

Inspired Packaging. A World of Difference.

Graphic Packaging is an Equal Opportunity Employer. All candidates will be evaluated on the basis of their qualifications for the job in question. We do not base our employment decision on an employee’s or applicant’s race, color, religion, age, gender or sex (including pregnancy), national origin, ancestry, marital status, sexual orientation, gender identity, genetic identity, genetic information, disability, veteran/military status or any other basis prohibited by local, state, or federal law. Click here to view the EEO is the Law Poster.