Service Analyst

BAT is evolving at pace into a global multi-category business. With products like VELO, VUSE and GLO we are on a mission to decrease the health impact of our industry 
To achieve our ambition, we are looking for colleagues who are ready to Be The Change. Come, join us on this journey!

Your key responsibilities will include:

• Manage ongoing service delivery and service support to meet agreed customer requirements
• Drives improvement activities in cooperation with user communities, third parties and internal IT organisation
• In case of incidents, support the internal incident management organisations and provides support for stakeholder management
• Evaluates business risks and issues related to operational incidents, potential changes and internal audit reports.
• Assists in RCA completion and supervises preventive actions implementation
• Apply processes to govern change and to ensure compliance to global standards
• Conducts internal and external service review meetings
• Examine and appraise the key performance indicators of vendor performance based on contract and agreed OLA/SLAs.
• Design, implements and supervises execution of governance controls (SOx, GDPR, IT security)
• Supports audit activities and drives the implementation of audit remediation activities
• Handle execution of periodic activities, such as DR tests, certificate renewals and etc
• Collaboration with end markets and support teams with objective to smoothly implement technical and functional activities
• Collaboration with project teams, support them in planning and preparations of environments, quality control of coming changes
• Handles system stabilisations, supervises and drive continuous service improvements and implementation of innovations
• Handle ongoing run cost for the service line
• Supports implementation of new services and ongoing changes to ensure a fast implementation without impacting the service quality or compliance. Ensures supplier readiness for support, e.g. Knowledge Transfer completed

What are we looking for?

ESSENTIAL

• Proven trackrecord of having worked in a role facing user representatives and proven communication skills to non-IT personnel
• Experience working in large complex global organisation using in-sourced and out-sourced IT service providers in a global capacity
• Proficiency in ITIL (V4) processes and commonly used methodologies
• Experience and good understanding of the nature of SAP solutions
• Work experience in a SOx controlled environment, good understanding of data confidentiality, demonstrable record of supporting/responding to audits
• Able to work independently or example to drive Continuous Service Improvement initiatives.

Technical / Functional / Leadership Skills Required

• Peer group and internal customers across BAT IT, Projects and Business Functions
• IT Solution Development & IT Project Delivery– agrees and manages accountabilities and shared responsibilities. Collaborates to assure the design, testing, release, deployment and improvement of operational services
• 3rd Party Vendors – non-commercial supplier relationships focussed on operational / project activities
• IT Standards & Governance - collaborate to ensure effective application of standard processes
• Service Architecture – understand and effectively apply standard ITSM processes. collaborate to ensure effective transition of services and process improvement
• Leadership - Good communication abilities, with the capacity to coordinate and lead all aspects of internal collaborators and external 3rd Party suppliers simultaneously.

Education / Qualifications / Certifications Required

• Degree Educated, with at least 5 years of experience working in IT Services environment
• Certification in ITIL (V4) or equivalent
• Understanding of Agile or DevSecOps methodologies and experience

BENEFICIAL

• Experience in ServiceNow as an ITSM tool
• Experience in AzureDevOps (ADO)
• Exposure to analytics and digital solutions such as Predictive, Artificial Intelligence, Robotic Process Automation, Mobile Devices/Applications
• Working with integrated applications including Software As A Service (SAAS)

What we offer you?
•    We offer a market leading annual performance bonus (subject to eligibility)
•    Our range of benefits varies by country and includes diverse health plans, initiatives for work-life balance, transportation support, and a flexible holiday plan with additional incentives
•    Your journey with us isn't limited by boundaries; it's propelled by your aspirations. Join us at BAT and become a part of an environment that thrives on internal advancement, where your career progression isn't just a statement – it's a reality we're eager to build together. Seize the opportunity and own your development; your next chapter starts here.
•    You'll have access to online learning platforms and personalized growth programs to nurture your leadership skills
•    We prioritise continuous improvement within a transformative environment, preparing for ongoing changes

WHY JOIN BAT?
We’re one of the few companies named as a Global Top Employer by the Top Employers Institute – certified in offering excellent employee conditions.

At BAT, we champion collaboration, inclusion, and partnership as the bedrock of our values. We wish to foster an environment where every individual can thrive, irrespective of factors such as gender, sexual orientation, marital or civil partnership status, gender reassignment, race, religion or belief, colour, nationality, ethnic or national origin, disability, age, skills, experience, education, socio-economic and professional background, as well as diverse perspectives and thinking styles. We recognise that our strength lies in embracing talent from all walks of life, empowering us to develop our culture of inclusivity and better achieve our business objectives.

We view career breaks not as obstacles but as opportunities and encourage everyone, without hesitation, to apply. Through our Global Returners program, we provide support to professionals seeking to re-enter the workforce after an extended absence, be it for family care, parental leave, national service, sabbatical, or starting their own venture.
Come bring your difference and see what is possible for you at BAT. Learn more about our culture and our award winning employee experience here.

We take pride in being a Disability Confident Employer. If you need any reasonable adjustments or accommodations to be made during the recruitment process to support you performing at your best, please inform the recruitment partner who will be in touch should your profile be selected for the role you applied for. We are wholeheartedly committed to optimising your prospects of success by making suitable arrangements so that you may showcase your full potential.