Service Analyst (fixed term contract)

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 with humanity – at the heart of everything we do. It unites us, inspires us, and challenges us to be better every day, driven by our agile, performance-focused culture.

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!

This is a fixed-term contract (maternity cover) scheduled to end on 31st March 2027.

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 :

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

Possibilities of development within the role and company’s structure

Remuneration : 11 800 to 16 200 PLN gross / month, depending on the level of experience and competences

#Li-Hybrid

Job Posting End Date

2026-03-01

Equal Opportunities

Haleon are committed to mobilising our purpose in a way that represents the diverse consumers and communities who rely on our brands every day. It guides us in creating an inclusive culture, where different backgrounds and views are valued and respected – all in support of understanding and best serving the needs of our consumers and unleashing the full potential of our people. It’s important to us that Haleon is a place where all our employees feel they truly belong.

During the application process, we may ask you to share some personal information, which is entirely voluntary. This information ensures we meet certain regulatory and reporting obligations and supports the development, refinement, and execution of our inclusion and belonging programmes that are open to all Haleon employees.

The personal information you provide will be kept confidential, used only for legitimate business purposes, and will never be used in making any employment decisions, including hiring decisions.

Adjustment or Accommodations Request

If you require a reasonable adjustment or 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 adjustments you are requesting. We’ll provide all reasonable adjustments to support you throughout the recruitment process and treat all information you provide us in confidence.

Note to candidates

The Haleon recruitment team will contact you using a Haleon email account (@haleon.com). If you are not sure whether the email you received is from Haleon, please get in touch.