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**Hello. We’re Haleon. A new world-leading consumer health company. Shaped by all who join us. Together, we’re improving everyday health for billions of people. By growing and innovating our global portfolio of category-leading brands – including Sensodyne, Panadol, Advil, Voltaren, Theraflu, Otrivin, and Centrum – through a unique combination of deep human understanding and trusted science. What’s more, we’re achieving it in a company that we’re in control of. In an environment that we’re co-creating. And a culture that’s uniquely ours. Care to join us. It isn’t a question.****With category leading brands such as Sensodyne, Voltaren and Centrum, built on trusted science and human understanding, and combined with our passion, knowledge and expertise, we’re uniquely placed to do this and to grow a strong, successful business.**This is an exciting time to join us and help shape the future. It’s an opportunity to be part of something special.This is a fixed-term contract (maternity cover) scheduled to end on 31st March 2027.**About the role**As the Service Analyst, you will be responsible for the oversight and management of R&D Tech GxP and non-GxP applications, not only ensuring that service delivery meets the organization and DTSM standards but also driving continuous improvement in service processes. The role requires keeping applications in scope compliant, understanding the business and stakeholders needs while keeping the effective relationships and providing best in class Service Management by promoting ITIL best practices in R&D Tech space.Drive service excellence in R&D Tech by managing key applications and delivering continuous improvement.Apply now to make an impact—your journey starts today!**Key responsibilities*** Ensure R&D Tech services and processes comply with GxP standards and maintain synchronization of the ServiceNow baseline to uphold optimal operational performance.* Identify opportunities to enhance service delivery by streamlining workflows, improving efficiency and embedding continuous improvement practices - all while maintaining compliance and quality standards.* Collaborate closely with the Service Management Lead and team to uphold DTSM frameworks (e.g., Incident, Problem, Change, Request, Knowledge Management), ensuring consistent and effective service delivery.* Build strong relationships with internal and external stakeholders - including business owners, product owners and Tech teams - to understand needs, manage expectations and deliver high-quality R&D Tech services.* Create, update and maintain controlled governance documentation for applications and service processes, ensuring accuracy, accessibility and alignment with audit and compliance requirements.* Monitor and analyze service performance metrics (e.g., SLAs, KPIs, VOCs), generate reports and provide insights to drive data-informed decisions and service improvements.* Act as a key contributor to ServiceNow platform enhancements including configuration, workflow design and integration support to improve service management capabilities.**Qualifications and skills****Essential*** Solid understanding of ITIL-based service management processes (ITIL v4 Foundation certification preferred)* Proven experience in Tech Service Management or Business Analysis with a focus on service improvement, process optimization and operational analysis* Hands-on experience with DTSM platforms such as ServiceNow, including configuration management and maintaining CMDB records (Business applications, services, servers, resources)* Previous experience with technical documentation creation, update and maintenance* Familiarity with SaaS and cloud-based technology ecosystems including understanding of service models (IaaS, PaaS, SaaS) and their operational implications* Analytical mindset with attention to detail capable of interpreting service metrics, identifying trends and supporting data-driven decisions* Excellent communication and interpersonal skills, with the ability effectively collaborate with cross-functional teams* Demonstrated experience in stakeholder management, compliance and DTSM practices* Expertise in integrating agile methodologies within professional frameworks* Adaptability to enable flexibility in navigating change and evolving priorities and respecting the timelines**Opportunities for growth**Improving everyday health takes dedication. Energy. Effort. So we look to reward your contribution with a benefits package that includes:* A competitive base salary* Contract of employment (fixed term)* Annual bonus that reflects performance* Life insurance and pension plan* Private medical package with additional preventive healthcare services for employees and their eligible* Sports cards (Multisport)* Health and wellbeing program that take care of you physically and mentally* Pension plan membership and savings program* Recognition program that reward incredible contributions* Hybrid@Haleon our philosophy to hybrid work (2 days of on-site work per week)* Possibilities of development within the role and company’s structure#Li-HybridCare to join us. Find out what life at Haleon is really like www.haleon.com/careers/ At Haleon we embrace our diverse workforce by creating an inclusive environment that celebrates our unique perspectives, generates curiosity to create unmatched understanding of each other, and promotes fair and equitable outcomes for everyone. Were striving to create a climate where we celebrate our diversity in all forms by treating each other with respect, listening to different viewpoints, supporting our communities, and creating a workplace where your authentic self belongs and thrives. We believe in an agile working culture for all our roles. If flexibility is important to you, we encourage you to explore with our hiring team what the opportunities are. As you apply, we will ask you to share some personal information, which is entirely voluntary. We want to have an opportunity to consider a diverse pool of qualified candidates and this information will assist us in meeting that objective and in understanding how well we are doing against our inclusion and diversity ambitions. We would really appreciate it if you could take a few moments to complete it. Rest assured, Hiring Managers do not have access to this information and we will treat your information confidentially. Haleon is an Equal Opportunity Employer. All qualified applicants will receive equal consideration for employment without regard to race, color, national origin, religion, sex, pregnancy, marital status, sexual orientation, gender identity/expression, age, disability, genetic information, military service, covered/protected veteran status or any other federal, state or local protected class.Accommodation RequestsIf you require a reasonable accommodation or other assistance to apply for a job at Haleon at any stage of the application process, please let your recruiter know by providing them with a description of specific accommodations you are requesting. We’ll provide all reasonable accommodations to support you throughout the recruitment process and treat all information you provide us in confidence.Welcome to Haleon. We’re a purpose-driven, world-class consumer company putting everyday health in the hands of millions. In just three years since our launch, we’ve grown, evolved and are now entering an exciting new chapter – one filled with bold ambitions and enormous opportunity.Our trusted portfolio of brands – including Sensodyne, Panadol, Advil, Voltaren, Theraflu, Otrivin, and Centrum – lead in resilient and growing categories. What sets us apart is our unique blend of deep human understanding and trusted science.Now it’s time to fully realise the full potential of our business and our people. We do this through our Win as One strategy. It puts our purpose – to deliver better everyday health
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