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Service Analyst

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Date: 20-Feb-2021

Location: Hemel Hempstead - Breakspear P, Hemel Hempstead - Breakspear Park, GB

Company: Britvic

At Britvic, we’re on a journey to become the most dynamic, creative an trusted drinks company in the world.

As one of the UK’s leading players in the FMCG market, we pride ourselves on setting high standards, being courageous and pushing ourselves to think outside of the bottle.

In the UK we have 3 factories, 3 office locations and a national distribution centre supporting over 1,800 team members.

You might know us via our family favourite brands including Robinsons, J2O, Purdeys and Fruit Shoot - a staggering 3.7 million glasses of Robinsons are drunk every day in Britain! We also have exclusive agreements to make, distribute and market global brands on behalf of Pepsico including Pepsi, Pepsi MAX, Gatorade and 7UP.

About the Role:

The aim of this role is to deliver high quality application support services, cost efficiency, and excellent “end user” experience. The role supports the functionality of business applications and processes as part of the overall IT Services delivered to the business function. Working closely with key business stakeholders and Application Management Services from 3rd parties and internal teams, building and maintaining strong working relationships is essential.

The Business Analyst role underpins the Service Leader role with specific application and business process knowledge for the business function.

This is highly collaborative role which requires engagement with our project teams and business stakeholders to deliver business information of high quality and integrity which supports our overall business goals.


The requirements of this role are:

  • Business Analysis and Continuous Service Improvement
  • To combine knowledge of business process and objectives, with systems capability and drive business benefits through improvement initiatives.
  • To recommend and implement new ways of working within business functions, with 3rd parties and IT Services.
  • To ensure new IT systems meet business requirements
  • Conduct impact analysis of systems and process changes
  • Oversight & support of release to production (Service Transition)
  • Assist with the design, build, testing, and implementation of new developments and/or enhancements to the systems that provided reporting and analytics
  • Support remediation of Application Incidents and Problems
  • Management of Third Party Application Management support teams to resolve support incidents.  Strong applications knowledge in relevant applications (e.g. SAP)
  • Ownership of functional documentation for live services (in conjunction with 3rd Parties)
  • Strong working relationship with business function
  • Identification of Problems & Service improvements (recorded within a SIP)
  • Understanding all aspects of the Application Support service, especially including the business criticality of each application throughout the business operating cycle (e.g. periodic / annual application criticality)
  • Direct involvement with operational change management for business impacting change
  • Monitoring and reviewing ongoing Service performance, if necessary representing Service Leader with key business stakeholders
  • Contributing to the communication of “Run” Services from IT into the business function
  • Out of hours incident management
  • To provide out-of-hours support contribution, if necessary, for major incidents, working in conjunction with other nominated members of the out-of-hours support team.


Key Responsibilities:

  • Documentation of business and support processes to identify opportunities for improvements.
  • Overall accountability for ensuring business functions are able to carry out their business processes using their IT services in an efficient and effective way.
  • Management of third party / outsource providers for key deliverables specific to owned Services including the providers’ knowledge management capability underpinning Service provision
  • Provision of Service Management Activities, to include;
  • Contribution to remediation of all Major Problems and Incidents through to resolution during normal working hours to ensure that Service is restored and root cause is found.
  • Emergency contribution to Incident Management out of hours.
  • Contribution to the Change Management Process of all major outages relating to Services owned, mitigating risk and ensuring maximum availability of Service.
  • Incident and Problem analysis to drive Service or Performance improvements.
  • Identification and documentation of all Services within the individual’s remit
  • Dealing with day to day Incident Management escalations
  • Introduction of new or changed Services.
  • Consulting in project to ensure support model is appropriate
  • Suggest and develop small/ minor changes to address incidents and enhance current process / service
  • Create and execute system and user acceptance testing as required
  • Ratification of all SLA’s and underpinning contracts prior to Service introduction, ensuring they are achievable and meet business policies
  • On-going review of performance against Service targets and Service Levels
  • Delivery of excellent customer experience across all IT services

We’re committed to providing equal opportunities to all applicants and employees – in fact, this is at the heart of our company culture and values, and we welcome applications from candidates with diverse backgrounds.

Apply now »