Idt Service Analyst trieste

Idt Service Analyst
Trieste
Friuli Venezia Giulia, trieste

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**BAT is evolving at pace - truly like no other organisation.

**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!

**BAT ITALY** **IS LOOKING FOR A **IDT SERVICE ANALYST**!

**FUNCTION**: DBS

**LOCATION**:Rome, Italy

**ROLE POSITIONING AND OBJECTIVES

British American Tobacco Italy is looking for a passionate, highly motivated IDT Service Analyst with a positive and can-do attitude, to join our department, based in Trieste, Italy.

We build distinctive brands and new products that excite our consumers and satisfy their needs in a highly complex and competitive retail environment, thus, by coming on board, you'll be equally excited by the opportunities and excellent rewards of overcoming challenges and meeting your full potential.

**Reports to: IDT Service Manager

**JOB PURPOSE

Responsible for monitoring Service Level Agreements (SLA) and ensuring that they meet the required levels.

The employee must make sure that all IT Service Management processes, Operational Level Agreements (OLA) and Underpinning Contracts are appropriate for the agreed service level target.

**WHAT YOU WILL BE ACCOUNTABLE FOR

- Supervise Service Performance against the SLAs and OLAs.

- Support Service Level review process with both the IT Customer and Service Provider which covers:

- Review outstanding actions from previous Reviews;

- Current Performance;

- Reviews Service Levels and targets (where necessary);

- Reviews underpinning agreements and OLAs as necessary

- Agree with appropriate actions to maintain / improve Service Levels.

- Coordinates troubleshooting

- Support any actions required to maintain or improve Service Levels

- Acts as co-ordination point for changes to Service Levels required (i. e.

extra support hours required by the Customer, reduced Levels of Service over a period of maintenance required by the Service Provider etc.

)

- Ensures that appropriate changes are assessed for their impact on service levels

- Accommodating Service Improvement Plans / Programs within the Service Level Management processes

**ESSENTIAL EXPERIENCE, SKILLS AND KNOWLEDGE

- Communication skills: oral, written, presentation, facilitation

- ITIL knowledge

- Credibility and trust; ideally has earned the respect of IT managers and other business managers at all levels

- Ability to work under pressure, handle stressful situations in a calm manner

- A good understanding of the organization' services provided and customers/users

- Innovative thinking with service quality, and its improvement, within limits of costs and business direction

- Proved knowledge of GMP requirements with a validated systems environment, including Annex11, GxP, GAMP5, etc.

- Bachelor's degree will be an asset

**ROLE SPECIFIC ACCOUNTABILITIES**:

- Responsible for managing services across pillars

- Owns the Local Service Catalogue throughout the Sales and Operational Planning cycle and engages with IT Demand for capturing any demand signals

- Manages local services suppliers, including manage workplace services, if locally delivered

- Ensures fulfilment of services as per SLA, monitors and captures performance via Service Reviews

- 1st level escalation point and focus for any end market engagement activities

- Monitors and ensure compliance for control navigator / audit items related to IT Services processes

- Ensuring compliance with GMP requirements for computer systems and IT infrastructure

It's fast-paced, it's challenging, and it will provide you with stretching opportunities to maximise your potential.

For the ambitious, an inspiring journey awaits you here at BAT.

The only question is: are you up to the challenge?

**WE ARE BAT

At BAT, we are committed to our Purpose of creating 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 extraordinary 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 sustainable companies

**BELONGING, ACHIEVING, TOGETHER

Collaboration, diversity and teamwork 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 goals.

**Come bring your difference!

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