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Service Analyst

3 miesięcy temu


Warsaw, Polska BAT DBS Poland Sp. z o.o. Pełny etat

technologies-expected :
SAP

about-project :
The 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.

responsibilities :
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.

requirements-expected :
Degree educated, with 6-8 years’ post graduate experience including the management of complex IT Services environment.
Experience in SAP ERP systems (FICO, cFIN, MM/WM, BASIS) covering functional or technical.
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.

offered :
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.

benefits :
sharing the costs of sports activities
private medical care
life insurance
remote work opportunities
flexible working time
fruits
integration events
no dress code
coffee / tea
drinks
parking space for employees
leisure zone
extra social benefits
holiday funds
redeployment package
employee referral program
charity initiatives