Service Analyst

Job title:

Service Analyst

Company:

British American Tobacco

Job description

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!British American Tobacco Poland has an exciting opportunity for a SAP Service Analyst in WarsawThe SAP Service Analyst role is responsible to ensure stable support operations and service delivery of the Global SAP systems within a DevSecOps environment. This mid-manager role supports daily service operations in the Europe region and works alongside BAT’s key strategic suppliers in ensuring high quality provision of various services to BAT (e.g. application support, network, hosting, etc.). This role is part of SAP Service Operations team and supports the Senior Service Manager as an escalation point for the region for SAP systems and interacts with many different partners in IT, across the functions and BAT end market teams as well.Your key responsibilities will include:

• Manage day to day (BAU) service operations for SAP applications in Europe region. This includes but not limited to: Incident management and triaging; Major incident management; System Monitoring & Automation to improve efficiencies of IT Operations; Continuous Improvement & Problem Management – delivering permanent fixes; Security & Compliance (including Sox).
• Work closely with the global service lines and regional SLMs on operational issues & partner concerns
• Ensure alignment to agreed BAT global Target Operating Model (TOM) processes, and standardised ITIL IT Service Management processes.
• Ensure effective evaluation of business risks and issues related to operational incidents. Implement appropriate risk management processes and take appropriate and timely actions.
• Ensure the appropriate quality control processes (e.g. SOx, audits) are in place and adhered to.
• Collaborator engagement & management across various levels within the organisation and with service providers.
• Regional IDT Services – Establishing network and relationships with regional Service Line Managers
• Global Service Lines – Establishing network and relationships with the various Global service line owners

What are we looking for?

• Degree educated, with 6-8 years’ post graduate experience including the management of complex IT Services environment.
• Knowledge of standard methodology IT Service Management best practice (ITIL) including Incident Management and Problem Management.
• Vendor and service management experience – Able to work independently and drive outcomes through suppliers to deliver against agreed SLAs.
• Proven IT operations and service line management experience
• Good communication and engagement skills. Ability to articulate clearly and concisely (both written and verbal, presentation and interpersonal skills) required.
• Experience in SOX compliance or similarly managing internal process and compliance controls against defined IT processes
• Service orientation and understanding of issues relating to customer satisfaction

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.Collaboration, inclusion and partnership underpin everything we do here at BAT. We are looking forward to enabling every individual to thrive, regardless of 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, veteran status, perspectives and thinking styles. We know that embracing talent from all backgrounds is what makes us stronger and best prepared to meet our business goals.We see the career breaks as opportunities not obstacles. Through The Global Returners program, we support professionals looking to restart their careers after an extended absence from the workforce (e.g. time out caring for family, parental leave, national service, sabbatical and/or starting an 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 .If you require any reasonable adjustments or accommodations to help you perform at your best during the recruitment process, you are encouraged to notify us. We are fully committed to support you by making appropriate arrangements for you to demonstrate your full potential.

Expected salary

Location

Warszawa, mazowieckie

Job date

Wed, 07 Aug 2024 02:29:54 GMT

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