IDT Services Analyst

BAT is evolving at pace into a global multi-category business. Our purpose is to create A Better Tomorrow™ by Building a Smokeless World.
To achieve our ambition, we are looking for colleagues who are ready to join us on this journey! Tomorrow can’t wait, let’s shape it together!

British American Tobacco Indonesia has an exciting opportunity for a IDT Services Analyst in Malang, Indonesia!

ROLE SUMMARY 

To support the effective delivery and administration of IDT services by managing incidents, service requests, and day-to-day operational tasks, including contract, budget, and compliance management. They ensure smooth IT operations that meet business needs and governance standards. 

This role directly contributes to stable, compliant, and cost-effective IT service delivery, enabling business teams to operate efficiently and securely. 

WHAT YOU WILL BE ACCOUNTABLE FOR

IT Service Support and Maintenance 

• Ensure reliable operation, maintenance, and optimization of IT Services components  

• Perform proactive monitoring and maintenance to minimize downtime and service disruptions and respond to IT incidents and service requests in a timely and professional manner. 

• Administer user access, onboarding/offboarding, and permissions in line with corporate security policies. 

IT Security and Compliance 

• Maintain compliance documentation and assist with audit preparations related to IT policies and standards. 

• Support vulnerability scanning, patch management, and system hardening initiatives. 

Project and Change Implementation 

• Contribute to IT projects, including hardware/software upgrades, migrations deployment and configuration management process to support operational excellence. 

• Support planning, testing, and implementation of changes, ensuring minimal disruption to services. 

• Collaborate with global and regional IT teams to align operational practices and governance. 

Stakeholder and User Support 

• Provide technical expertise and support to internal teams, escalating issues when necessary. 

• Communicate clearly with business stakeholders regarding system availability, planned changes, and incident resolution. 

Documentation and Reporting 

• Update and maintain comprehensive IT Service documentation of configurations, procedures, changes and knowledge bases. 

• Create technical reports for internal use and audit purposes. 

Budget and Cost Management Support 

• Assist in the preparation and tracking of IT Services-related budgets (hardware, software, maintenance, cloud costs, connectivity, resources and user license). 

• Monitor usage and costs to identify cost-saving opportunities. 

• Provide cost estimates and technical input for IT Services projects and procurement. 

• Liaise with vendors and service providers to manage contracts, licensing, and renewals in line with budget constraints. 

Vendor and Asset Management 

• Maintain an accurate inventory of IT infrastructure assets. 

• Evaluate vendor performance and ensure SLAs and contractual obligations are met. 

Risk and Incident Management 

• Assist Support the identification and mitigation of infrastructure-related risks. 

• Follow structured incident and problem management processes to ensure timely resolution and root cause analysis.  

EXPERIENCE, SKILLS, KNOWLEDGE

Experience Required 

• 2 years in IT service delivery, support, or IT operations roles. 

• Experience working with ITSM tools such as ServiceNow, Remedy, or Jira Service Management. 

• Exposure to managing IT contracts, vendor relationships, or budget tracking in a corporate environment. 

• Understanding of IT compliance requirements, policies, and audit processes. 

• Experience collaborating with global/regional IT teams and managing cross-functional service operations. 

Technical / Functional / Leadership Skills Required 

• Proficient with ITSM platforms and ticketing systems. 

• Familiarity with identity and access management (IAM), Windows environments, and basic networking. 

• Basic knowledge of contract and vendor management tools or software. 

• Understanding of budgeting and financial tracking principles within IT services. 

• Strong organizational skills with attention to detail for managing contracts, budgets, and compliance documents. 

• Ability to coordinate multiple administrative and operational tasks efficiently. 

• Effective communication skills for liaising with vendors, stakeholders, and global IT teams. 

• Good problem-solving skills and a customer-focused approach. 

• Collaborative mindset to engage with both technical teams and business users. 

Education / Qualifications / Certifications Required 

• Tertiary qualification or technical certification in IT, Business, or a related field. 

• ITIL Foundation certification or similar IT service management training preferred. 

BENEFICIAL 

• Familiarity with data analysis, reporting, and SQL or query tools 

• A background in development or experience with no/low-code platforms (e.g., PowerApps, Salesforce, ServiceNow) is highly beneficial to support a solution-oriented mindset. 

• Exposure to global business environments or experience working with distributed teams across time zones. 

• Understanding of data privacy, compliance, or audit requirements in corporate functions (e.g., GDPR, SOX). 

• Experience with workflow or automation tools (e.g., Nintex, Power Automate, Appian). 

• Knowledge of IT asset lifecycle management. 

• Experience in audit support and documentation preparation. 

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 here.

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.