Data Demand and Service Management Analyst

Digital & Technology Team (D&T) is an integral division of HEINEKEN Global Shared Services Center. We are committed to making Heineken the most connected brewery. That includes digitalizing and integrating our processes, ensuring best-in-class technology, and embedding a data-driven culture. By joining us you will work in one of the most dynamic and innovative teams and have a direct impact on building the future of Heineken!
Would you like to meet the Team, see our office and much more? Visit our website: Heineken (heineken-dt.pl)

This role is part of the Data Management Department, being a part of Digital & Technology Global Team (D&T) of HEINEKEN International.
The Data Demand and Service Management Analyst is responsible for coordinating the demand for data services within HEINEKEN International, ensuring alignment between business needs and data management capabilities. This role focuses on the implementation, and adoption of the service management framework, effectively coordinating the lifecycle of data requests, facilitating efficient service delivery in close collaboration with Product Owners and Chapter Leads and maintaining tight communication with business stakeholders.

Your responsibilities would include:

• assisting in managing the lifecycle of data requests, ensuring they are properly documented, assessed, and prioritized
• supporting the Data Demand and Service Management Lead in identifying and consolidating business data needs
• acting as a liaison between business teams and data management teams, ensuring clear understanding of data needs
• collaborating with stakeholders to gather, document, and refine data requirements
• supporting the design and implementation of the data service management framework
• monitoring and report on the effectiveness of the framework with adequate insights and foresights on relevant KPIs and identifying areas for improvement
• maintaining accurate documentation of data requests and service management processes
• generating reports on data service demand, stakeholder feedback, and service performance.

You are a good candidate if you have:

• Bachelor/master's degree in Information Technology, Business Administration, or a related field
• 5 years of relevant experience in data demand or services delivery field / or IT service management
• strong analytical and problem-solving skills
• excellent communication and interpersonal skills
• hands-on experience with large ITSM tool (e.g. ServiceNow)
• experience in industries with strong data dependencies (finance, healthcare, retail, technology, FMCG)
• proven ability to manage multiple projects and prioritize effectively
• deep understanding of Business processes and relevance of data optimization
• for senior - Experience with IT Service Management (ITSM) frameworks (e.g., ITILv4 COBIT) and knowledge of best practices in service management
• knowledge of the most common Business Processes for FMCG
• knowledge of Data Management
• knowledge of Service Management
• knowledge of Product Management.

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