IDT 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!

This role is organized in Central Europe (CE) DACH Cluster Digital Business Solutions (DBS) IDT Services Team. The team is covering IDT local and global services, infrastructure, cybersecurity, End-User Computing, and application workstreams in terms of user support, change, financial, demand, access, vendors, and assets management.The team is collaborating with commercial business units in Germany, Austria, and Switzerland to transform user experience, digital workplace, and IT infrastructure in the cluster by orchestrating external and internal IT teams and working closely with the business stakeholders. Also performs as an interface between CE End-markets, global teams, and CE DBS Technology Hub to facilitate the request fulfillment and service delivery. Beside maintaining the workstreams mentioned above, the team actively participates in business projects life cycle and supports each project in terms of conceptualization and realization of IDT requirements. In this workstream IDT consults with business stakeholders and translates their requirements to the technical work packages to ensure business will have the required digital facilities.

This role is responsible for executional, co-ordinational and organizational tasks in accordance with the IDT processes defined in Global Operating Model (GOM) which should be executed at End-market level. Sitting at the center of IDT services team, the role will coordinator between IDT Services, local finance teams, global support teams as well as DBS teams in CE region and local suppliers to ensure that IDT services are maintained and delivered OTIF.

Your key responsibilities will include:

Main owned responsibility is to ensure the IDT services delivered through defined compliant standard processes and service levels are maintained to meet the IDT strategic pillars.

• Translate business requirements into system enhancements and deploy scalable, reliable solutions to meet functionality and performance needs.
• Support the development of end-user technology projects, including collaboration services, to improve employee productivity and user experience.
• Ensure governance, security, and compliance standards are enforced in platform development, including ITSM, GRC, and other relevant systems.
• Collaborate with stakeholders to deliver scalable IT solutions that align with business objectives and drive service excellence.
• Configure and support ITSM modules (Incident, Problem, Change, Request Management) and service catalogs, ensuring effective management of IT service level agreements (SLAs) by defining, monitoring, and analyzing performance metrics.
• Implement automation and process improvements to enhance ITSM workflows and user interfaces, focusing on intuitive service portals to improve operational efficiency, user engagement, and satisfaction.
• Monitor and measure the service level KPIs and perform monthly service reviews with suppliers and partners.
• Ensuring that ITSM processes and KPIs, OLA, SLAs and underpinning contracts are in place to meet target service levels. 

What are we looking for?

• Effective communication and collaboration skills to interact with various stakeholders and teams.
• Time, workload, and stress management. Taking on responsibility and drive through to deliver outcomes.
• Adaptability skills for cope with changing requirements, technologies, and environment.
• Aptitude to learning new technologies and implementing innovative solutions.
• Proven ability to work in global, matrixed organizations.IT education background and familiar with BAT technology landscapes across the region.
•  IT education background and familiar with BAT technology landscapes across the region.

• Deep understanding of IDT processes according to ITIL Framework (Request, Incident, Change, Asset, Vendor, …)
• Solid experience and knowledge in documentation and planning tools and techniques
• Demonstrated knowledge and experience of working with M365 collaboration tools
• Experience with ServiceNow for process optimization and automation
• Familiar with project management fundamentals
• Written and spoken English and German proficiency.

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.