{"id":1138511,"url":"https://alion.io/job/campbell-company-of-canada-lead-analyst-service-desk","title":"Lead Analyst, Service Desk","company":{"id":1052724,"name":"Campbell Company of Canada","domain":"campbellsoup.ca","url":"https://alion.io/company/campbellsoup-ca","size_band":"1001-5000","is_staffing_agency":false,"is_intermediary":false,"ats_vendor":"Workday","truth_index":{"grade":"B","score":75,"open_postings":17,"ghost_share":0,"stale_share":1,"repost_share":0,"time_to_fill_p50_days":27,"computed_at":"2026-09-24T05:45:00Z"}},"role":"Support","role_family":"Support","seniority":"lead","employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Camden, United States"],"countries":["US"],"hiring_countries":[],"hiring_countries_total":0,"salary":{"min":71500,"max":98300,"currency":"USD","period":"year","gross":null,"usd_annual":98300},"salary_estimate":null,"experience_years_min":2,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Service Desk","optional":false},{"name":"SLI/SLO/SLA","optional":false}],"status":"live","first_seen_at":"2026-09-21T00:00:00Z","employer_posted_date":"2026-09-21","last_verified_at":"2026-09-24T02:46:10Z","board_verified":true,"closed_at":null,"days_open":3,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":3},"description":"Since 1869, we've connected people through food they love. We’re proud to be stewards of amazing brands that people trust. Our portfolio includes the iconic Campbell’s brand, as well as Cape Cod, Chunky, Goldfish, Kettle Brand, Lance, Late July, Pacific Foods, Pepperidge Farm, Prego, Pace, Rao’s Homemade, Snack Factory, Snyder’s of Hanover. Swanson, and V8.\nHere, you will make a difference every day. You will be supported to build a rewarding career with opportunities to grow, innovate and inspire. Make history with us.\nWhy Campbell’s…\nBenefits begin on day one and include medical, dental, short and long-term disability, AD&D, and life insurance (for individual, families, and domestic partners).\nEmployees are eligible for our matching 401(k) plan and can enroll on the first day of employment with immediate vesting.\nCampbell’s offers unlimited sick time along with paid time off and holiday pay.\nIf in WHQ - free access to the fitness center. Access to on-site day care (operated by Bright Horizons) and company store.\nGiving back to the communities where our employees work and live is very important to Campbell’s. Our “Campbell’s Cares” program matches employee donations and/or volunteer activity up to $1,500 annually.\nCampbell’s has a variety of Employee Resource Groups (ERGs) to support employees.\nHow you will make history here..\nThe Lead Analyst, Service Desk is responsible for providing insights, analytics, and operational intelligence that enable continuous improvement of the Service Desk and overall IT customer experience. This role focuses on analyzing service performance, identifying trends and root causes, and informing strategy to improve self-service, reduce friction, and enhance user satisfaction across all IT engagement channels.\nThis role reports to the Sr Manager, Experience Platforms and collaborates with the entirety of the Technology Infrastructure organization and the broader IT organization to translate data into actionable improvements and drive a more proactive, automated, and experience-driven Service Desk operation.\n________________________________________\nWhat you will do....\nOwn Service Desk reporting, analytics, and performance insights across incidents, requests, self-service, and experience metrics.\nAnalyze Service Desk data to identify trends, root causes, recurring issues, and opportunities to reduce contact volume.\nTranslate data and insights into actionable recommendations that improve Service Desk operations, user experience, and self-service effectiveness.\nSupport Service Desk and experience strategy by informing roadmap prioritization, automation opportunities, and customer experience improvements.\nDevelop and maintain dashboards, scorecards, and executive-level reporting to track Service Desk health, experience outcomes, and operational performance.\nPartner with Experience Platforms, Enterprise Support, Digital Platforms, and Automation teams to evaluate and improve workflows, knowledge management, virtual support, and automation effectiveness.\nCollaborate across Technology Infrastructure and broader IT teams to surface systemic issues and drive proactive resolution.\nMonitor SLA performance, first-contact resolution, escalation trends, and user satisfaction to proactively identify risks and improvement areas.\nSupport continuous improvement initiatives by validating impact through data analysis and measurement.\nEnsure Service Desk reporting and analytics align with enterprise standards, governance, and tooling.\n________________________________________\nWhat you bring to the table...(Must Have)\nBachelor’s degree in Information Technology, Data Analytics, Business, or related field (or equivalent experience).\n2+ years of experience in IT service management, Service Desk operations, or IT analytics roles.\nStrong experience analyzing IT support data and translating insights into operational and experience improvements.\nFamiliarity with Service Desk platforms, reporting tools, and self-service metrics.\nAbility to communicate insights clearly to technical and non-technical stakeholders.\nStrong analytical and problem-solving skills.\n________________________________________\nNice to have...(Preferred Qualifications)\nExperience supporting Service Desk transformation, automation, or self-service improvement initiatives.\nExperience building dashboards and reporting for IT leadership or executive audiences.\nFamiliarity with customer experience metrics, journey analysis, and experience design concepts.\nExperience operating within large, enterprise IT environments.\n________________________________________\nKey Skills\nService Desk analytics & insights\nCustomer experience measurement\nRoot cause & trend analysis\nSelf-service & automation optimization\nData-driven decision making\nCross-organizational collaboration\nContinuous improvement enablement\nCompensation and Benefits:\nThe target base salary range for this full-time, salaried position is between\n$71,500-$98,300Individual base pay depends on work location and additional factors such as experience, job-related skills, and relevant education or training. Total pay may include other forms of compensation. In addition, we offer competitive health, dental, 401k and wellness benefits beginning on the first day of employment. Please ask your Talent Acquisition Partner for more information about our total rewards package.\nThe Company is committed to providing equal opportunity for employees and qualified applicants in all aspects of the employment relationship, including consideration for employment, without regard to race, color, sex, sexual orientation, gender identity, national origin, citizenship, marital status, protected veteran status, disability, age, religion, or any other classification protected by law.","description_format":"text","description_chars":5778,"description_truncated":false,"requirements":{"experience_years_min":2,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":{"level":"bachelor","optional":false},"security_clearance":false,"languages":[]},"benefits":["401k plan","Life insurance"],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["Grains, Cereals & Pasta"],"lifecycle":[{"event":"open","at":"2026-09-23T09:27:23Z"}],"liveness":{"score":60,"band":"ok","label":"Likely open","p_open":1,"p_active":0.602,"p_room":1,"age_days":3,"expected_fill_days":27,"reasons":["conf:2","stale_co","win:early","comp:brand"],"computed_at":"2026-09-24T05:45:00Z"},"pay":{"stated_usd_annual":98300,"is_top_pay":false},"html_url":"https://alion.io/job/campbell-company-of-canada-lead-analyst-service-desk","json_url":"https://alion.io/job/campbell-company-of-canada-lead-analyst-service-desk.json","meta":{"generated_at":"2026-09-24T14:12:03Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers"}}