As a BizTech team we are passionate about our Twinings and Ovaltine brands and we strive to WOW our customers, consumers, suppliers and colleagues.
We are proud to be leaders in technology who partner and drive change across our business. This change does not happen in a vacuum, and we support our aspiration with behaviors that embody the ways of working by being curious to grow ourselves and look to continuously improve coupled with a build trust mindset. We are excited about the journey ahead and would love you to be part of creating a digital future for TwiningsOvo.
The global PDM-Quality team is part of the BizTech team and delivers projects and support for the product data management and quality applications used in TwiningsOvaltine. The team operates as the single point of contact for requests and issues from all Business units globally.
Purpose:
The Support analyse performs a vital role in logging and triage of issues and requests, provides 1st level support, translates end user comments into technically sound tickets, keeps track of open tickets, and provides reminders for delays in completion. Further, the Support Analyst builds a knowledge base and provides self-help.
Scope:
In this role will ensure that all user issues and requests are captured and addressed in a timely manner, liaise with suppliers and other teams within the TwiningsOvaltine Group, and act as the bridge between the end user and the application.
Key Responsibilities
Provides end users with a single point of contact for all questions, issues, and requirements.
Keeps track of all open tickets and change requests
Responsible for all triage and communication to vendors and internal teams
Supports the team with his knowledge in projects
Creates and maintains a knowledge database
Provides self-help assistance
Prepares monthly reports
Skills, Knowledge and Expertise
Experience: 2+ Years
support analyst for quality applications/processes in a food industry.
Strong in problem solving topics
Strong customer focus
Client facing experience and good communication skills verbal and written
Ability to support existing IT applications – fault-finding, analysis and recommending appropriate corrective actions
CPG industry experience
Experience of working in a fast-paced international business, comfortable with change and ambiguity. Able to deliver change to the business.
Experience on master data, SAP, PDM would be preferred
Experience of working with teams in multiple locations, and remotely
Awareness of Cyber Security and Information Security
About Twinings
Twinings has become one of the world’s most loved tea companies over its 300-year history because we never stop learning, never stop experimenting and never stop inventing. We are passionate about tea from bud to cup and have been working with some of our tea estates around the world since the early 18th Century.
More than 300 years later, the passion for tea is still here – and so are we! We still sell tea from Thomas’s shop, and we still work hard to bring the most exciting new blends to tea lovers around the world. Now, we have over 500 varieties and our teas are cherished all over the world. Our expert master blenders taste more than 3,000 cups of tea every week. So you can be sure the next cup you taste will be every bit as good as the one yesterday or the day before.
How we feel about Diversity & Inclusion
TwiningsOvo is committed to bringing together individuals from different backgrounds and perspectives, providing employees with a safe and welcoming work environment free of discrimination and harassment. We strive to create a diverse & inclusive environment where everyone can thrive, feel a sense of belonging, and do impactful work together. As an equal opportunity employer, we prohibit any unlawful discrimination against a job applicant on the basis of their race, colour, religion, gender, gender identity, gender expression, sexual orientation, nationality, family or parental status, disability, age or any other status protected by law and are dedicated to driving and fostering diversity across our workplace.
Applicants with disabilities may be entitled to reasonable adjustments under the terms of the Equality Act. A reasonable adjustment is a change in the way things are normally done which will ensure an equal employment opportunity.
Please inform our HR Shared Services team on [email protected] or 01264 348777 if you need any assistance completing your application or to otherwise participate in the application process.
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