IDT Services Analyst

BAT is evolving at pace - truly like no other organization.

To achieve the ambition, we have set for ourselves, we are looking for colleagues who are ready to live our ethos every day. Come be a part of this journey!

ROLE SUMMARY

What are the key objectives and expectations from this role?  

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.

What is the direct impact of this role on the team or organization?

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

ACCOUNTABILITIES

• Manage IT service incidents and requests, ensuring timely resolution and customer satisfaction.
• Support administrative activities such as contract tracking, license renewals, and vendor coordination.
• Assist in budget monitoring and reporting for IT services and resources.
• Maintain compliance documentation and assist with audit preparations related to IT policies and standards.
• Administer user access, onboarding/offboarding, and permissions in line with corporate security policies.
• Update and maintain IT service documentation, including process guides and knowledge bases.
• Collaborate with global and regional IT teams to align operational practices and governance.
• Participate in change, problem, asset, and configuration management processes to support operational excellence.

EXPERIENCE, SKILLS, KNOWLEDGE

ESSENTIAL

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.

WE ARE BAT

At BAT, we are committed to our Purpose of crafting A Better Tomorrow. This is what drives our people and our passion for innovation. See what is possible for you at BAT.

• Global Top Employer with 53,000 BAT people across more than 180 markets
• Brands sold in over 200 markets, made in 44 factories in 42 countries
• Newly established Tech Hubs building outstanding capabilities for innovation in 4 strategic locations
• Diversity leader in the Financial Times and International Women’s Day Best Practice winner
• Seal Award winner – one of 50 most balanced companies

BELONGING, ACHIEVING, TOGETHER

Collaboration, diversity and partnership underpin everything we do here at BAT. We know that collaborating with colleagues from different backgrounds is what makes us stronger and best prepared to meet our business.