Service Analyst

Date: 18 Jun 2024

Location: Hemel Hempstead, GB, HP2 4TZ Solihull, GB, B90 4NA

Company: Britvic

At Britvic we’re on a journey to become the most dynamic soft drinks company. 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 the bottle.


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 Application Management function part of the overall IT Services delivered to the business units and functions. Working closely with key business stakeholders and Application Management Services teams from 3rd parties and internal teams, building and maintaining strong working relationships and a track record of successful delivery.


The Service Analyst role underpins the Service Leader role with specific application and business process knowledge across the business units and functions.


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 and decision making processes.


It is expected that the successful applicant has the potential to develop in role to be considered as a Service Leader successor.


  1. Service Analysis and Continuous Service Improvement.
  2. Support remediation of Application Incidents and Problems.
  3. Out of hours incident management.


Key Responsibilities:

  1. Documentation of business and support processes to identify opportunities for improvements.
  2. Overall accountability for ensuring business functions are able to carry out their business processes using their IT services in an efficient and effective way.
  3. Management of third party / outsource providers for key deliverables specific to owned Services including the providers’ knowledge management capability underpinning Service provision.
  4. Provision of Service Management Activities.
  5. Introduction of new or changed Services.
  6. Service Lead development / responsibilities.
  7. Delivery of excellent customer experience across all IT services.

Knowledge, Skills & Experience Required:

  1. Advanced Analytical & Process design Skills - essential for analysing incidents and root cause analysis.
  2. Proven experience in Service Level Management, identifying, documenting and managing IT Services.
  3. Experience of working in an outsourced environment, management of suppliers to deliver customer requirements.

We believe we are stronger together and that’s why we’re committed to providing equal opportunities to all applicants and employees. We know that by building a truly inclusive environment where everyone feels celebrated, safe and respected - diversity and wellbeing will naturally thrive