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IT Service Specialist (m/f/d)

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BAT

Feb 24

  • Job
    Full-time
    Mid & Senior Level
  • IT & Cybersecurity
    Business, Operations & Strategy
  • Hamburg

AI generated summary

  • You must have an IT degree, ITIL knowledge, project management skills, experience in cross-functional management, stakeholder interaction, ITSM tools like ServiceNow, and a strong grasp of IT infrastructure.
  • You will manage IT service delivery, drive projects, enhance systems, support user technology, enforce governance, configure ITSM, improve workflows, and collaborate on service improvement initiatives.

Requirements

  • IT related degree and education background; ITIL and Project Management certification would be an advantage.
  • Solid experience in managing and coordinating projects in cross-functional environment.
  • Deep understanding of IT processes according to ITIL framework (Request, Incident, Change, Asset, Vendor).
  • Experienced in stakeholder management, understanding business demands and translating them into SLAs.
  • Deep understanding of IT infrastructure, SaaS and cloud platforms.
  • Experienced with IT Service Management Tools (ServiceNow).
  • Effective communication and collaboration skills to interact with various stakeholders and teams.
  • Aptitude to learning new technologies and implementing innovative solutions.

Responsibilities

  • Ensure the IDT services are getting delivered through defined compliant standard processes and service levels are maintained to meet the IDT strategic pillars.
  • Drive projects defined in portfolio and ensured deliverables are handed over as per defined requirements.
  • 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 and other IT projects.
  • 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 catalogues, ensuring effective management of IT service level agreements (SLAs) by defining, monitoring, and analysing 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.
  • Engage with regional and area IT teams for service improvements and change managements.

FAQs

What is the job title for this position?

The job title is IT Service Specialist (m/f/d).

Where is the job location?

The job is located in Hamburg, Germany.

What qualifications are required for the IT Service Specialist role?

An IT-related degree and education background are required; ITIL and Project Management certification would be an advantage.

What kind of experience is needed for this role?

Solid experience in managing and coordinating projects in a cross-functional environment is needed, along with a deep understanding of IT processes according to the ITIL framework.

What tools will I work with in this position?

Experience with IT Service Management Tools, specifically ServiceNow, is required.

Is there an opportunity for career growth in this role?

Yes, this role offers a clear path for growth and leadership opportunities within the organization.

What types of projects will I be working on?

You will drive projects defined in the portfolio, ensuring deliverables are handed over as per defined requirements and supporting the development of end-user technology projects.

How does BAT prioritize employee well-being?

BAT offers a range of benefits, including full subsidy of the ‘Deutschland-Ticket’, discounts at fitness centers, online and offline training opportunities, and a state-of-the-art working environment.

What is the working environment like?

The office in Hamburg’s city center offers breathtaking views of the Alster and includes a dedicated Oasis area for relaxation and celebrations.

Are there any specific compliance standards I should be aware of?

Yes, ensuring governance, security, and compliance standards are enforced in platform development and other IT projects is part of the job responsibilities.

How does BAT support diversity and inclusion?

BAT values collaboration, partnership, and inclusion, striving to enable every individual to thrive, regardless of their background.

Is there support for professionals looking to return after a career break?

Yes, through The Global Returners program, BAT supports professionals looking to restart their careers after an extended absence from the workforce.

What does the company offer in terms of work-life balance?

BAT allows flexible working hours, enabling employees to work remotely or at the office as suited to their needs.

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BAT

Manufacturing & Electronics
Industry
10,001+
Employees
1902
Founded Year

Mission & Purpose

BAT (British American Tobacco) is a leading international tobacco company engaged in the manufacturing, marketing, and sale of cigarettes, tobacco, and nicotine-related products. With a presence in over 180 countries, BAT's primary focus is on satisfying consumer preferences and delivering quality products responsibly. Their ultimate mission is to provide adult consumers with a range of enjoyable and less risky alternatives to smoking traditional cigarettes, including vaping and tobacco heating products. BAT's purpose extends beyond the products they offer; they are committed to operating sustainably, promoting responsible farming practices, supporting communities, and advocating for the reduction of smoking-related harm. By leveraging their expertise and innovative approach, BAT aims to transform the tobacco industry and contribute to a future where tobacco-related harm is significantly reduced.

Culture & Values

  • We are bold

    The people here are creative, adaptable and dedicated. These qualities form a powerful culture of resilience and a relentlessness to continually be better.

  • We are fast

    On our transformation journey, speed really matters. We set clear direction for the future and move fast. I like that we work together as a team and share learnings with each other.

  • We are empowered

    What I particularly like is that I’ve been given responsibility from day one. I have the freedom to come up with own ideas and drive decision making on the right level.

  • We are diverse

    We absolutely value different perspectives and build on each other’s ideas, knowledge and experiences. BAT is a uniquely diverse organization where everyone can bring their difference.

  • We are responsible

    Our A Better Tomorrow agenda gives a clear purpose to those working at BAT. We want to reduce the health impact of our business. I believe we all feel responsible for delivering upon this goal.