IT Service Delivery Analyst (HYBRID)

You may know McCormick as a leader in herbs, spices, seasonings, and condiments – and we’re only getting started. At McCormick, we’re always looking for new people to bring their unique flavor to our team.

McCormick employees – all 14,000 of us across the world – are what makes this company a great place to work.

We are looking to hire an IT Service Delivery Analyst immediately in a Hybrid (50/50) capacity at our Global Headquarters in Hunt Valley, Maryland. 

What We Bring To The Table:

The best people deserve the best rewards. In addition to the benefits you’d expect from a global leader (401k, health insurance, paid time off, etc.) we also offer:

• Competitive compensation

• Career growth opportunities

• Flexibility and Support for Diverse Life Stages and Choices

• We prioritize our communities and the planet we share. We are proud to be awarded as a Diversity Inc. Top 50 company for Diversity and have multiple Sustainability awards (ranking #22 in the World and #1 in Food Products)

• Wellbeing programs including Physical, Mental and Financial wellness

• Tuition assistance

Position Overview: 

The IT Service Delivery Analyst will be responsible for managing and implementing Collaboration. Platforms focusing on Microsoft Teams, video conferencing and broadcasting infrastructures, to deliver high-quality video experiences across various platforms and devices. The ideal candidate will have a deep understanding of video encoding, streaming protocols, and video processing techniques and networks. The candidate should have knowledge and understanding of collaboration solutions using all Microsoft 365 apps and services. They will collaborate and co-ordinate with regional and global teams on events and broadcasting, as well as work alongside our MSP to ensure platform uptime and support. The Analyst will partner with vendors and internal key stakeholders to establish performance reporting supporting the objectives outlined in the agreements.

They should be proactive and innovative in their approach towards continuous improvement and identify opportunities towards our global process goal. This position will interface with executive leadership for meeting support, A/V needs and teleconferencing.

Key Responsibilities: 

Collaboration Infrastructure Design and Support:

• Manage, maintain and support video infrastructure systems and CDN networks, optimize video quality, bandwidth efficiency, and playback performance.
• Diagnose and resolve network and video conferencing issues, ensuring minimal disruption to meetings and collaboration.
• Manage live streaming solutions for events, webinars, conferences, and other real-time applications, ensuring reliability, scalability, and low latency.
• Administer and manage collaboration platforms such as Poly Lens, Microsoft Teams, Appspace, or similar, ensuring optimal performance and reliability.
• Configure and optimize Teams calling and video conferencing endpoints, codecs, broadcasting equipment and related hardware for
• optimal performance and user experience.
• Collaborate with cross-functional teams, including IT, operations, and vendors, to implement and support collaboration, video conferencing and broadcasting solutions.
• Implement analytics tools to gather insights into viewer behavior, performance metrics, and quality of service (QoS), and use this data to continuously improve the collaboration delivery infrastructure.
• Create and maintain accurate documentation of network configurations, video conferencing setups, and troubleshooting procedures
• Ensuring the level of service to our end users is as per our SLA’s and support MSP to resolve issues and concerns that may arise.
• Stay abreast of emerging technologies and trends in collaboration, video conferencing, broadcasting solutions and CDN network infrastructure to recommend improvements 

Global Partnership: 

• Support data acquisition process for annual budgeting for end user device refreshes, print services and maintenance agreements
• Coordinate with 3rd parties for resolution of non-performance
• Work with regional and global teams to understand their IT requirements.
• Coordinate with regional teams for specific requests including

Additional Support:

• IT related Ad-Hoc tasks
• Provide admin support to the project management team for any IT related projects

Required Qualifications:

• BA/BSc - Business or Technology field, or related experience equivalent
• Minimum of 5 years progressive responsibility and proven experience in video conferencing technologies with quantifiable results in administration, integration and optimization
• Proven experience as a Video Engineer or similar role, with a strong portfolio of video-related projects
• Deep understanding of video codecs, compression techniques, and streaming protocols
• Experience working in a matrixed organization essential
• Demonstrated experience delivering high-quality video experiences across various platforms and devices.
• Possesses strong troubleshooting and problem-solving skills
• Exhibits strong analytical and critical thinking abilities.
• Demonstrates excellent written and verbal communication as well as presentation skills.
• Ability to work independently and handle confidential material
• Good presentation delivery, and ability to deliver complex messages in a simplified and easily understandable approach/language.
• Strong troubleshooting skills with the ability to analyze and resolve complex technical issues in both collaboration and broadcasting environments.
• Able to understand requirements and design a technical solution.
• Ability to analyze performance issues and proactively escalating current/potential issue
• Ability to handle multiple topics/skills at any one time
• Work experience of teams that are diverse, global, cross -functional, and cross- cultural.
• Strong technical aptitude and systems acumen, including MS Word,
• Excel and PowerPoint
• Fluent English required

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McCormick & Company is an equal opportunity/affirmative action employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected veteran status, age, or any other characteristic protected by law.

As a general policy, McCormick does not offer employment visa sponsorships upon hire or in the future. 

Base Salary: $63,250 - $110,680

Base salary compensation will be determined based on factors such as geographic location, skills, education, experience for this role, and/or internal equity of our current employees as part of any final offer. This position is also eligible to participate in McCormick’s Incentive Bonus (MIB) Plan. In addition to a competitive compensation package, permanent employees of McCormick are eligible for our extensive Total Rewards programs that include:
- Comprehensive health plans covering medical, vision, dental, life and disability benefits - Family-friendly benefits such as paid parental leave, fertility benefits, Employee Assistance Program, and caregiver support - Retirement and investment programs including 401(k) and profit-sharing plans