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HR Technology Analyst

Bristol, England, United Kingdom

HR Technology Analyst

  • NE02747
  • Bristol, England, United Kingdom

About us

We're a truly international company, fourth largest in our industry and operating across 120 markets. An inclusive, innovative global FMCG business supported by over 27,500 employees. As we embrace a new era of growth, we are transforming. Our ways of working and culture are driven by a challenger mindset, constantly questioning the status quo. Our agility and entrepreneurial spirit, alongside award winning development programmes, enable innovation and success while creating exciting and rewarding career choices.

As we move forward, our customers will be at the heart of what we do, evolving to needs and expectations and committing to a more meaningful contribution to harm reduction by building a successful NGP business. Integral to our long-term success is our sustainability strategy, behaving responsibly and supporting our ambitions, all underpinned by high governance.

Encouraging inclusion at local levels and supporting a developing and robust diversity agenda globally, we’re fully committed to creating and maintaining an environment that celebrates and respects difference.

The role

The HR Technology Analyst is a key member of the Global HR Technology team and will report to the HR Technology Lead.


The purpose of the HR Technology Analyst is to provide global support on the HR Technology landscape to the business.  This will include:

  • Using a case management tool, (Service Now) to triage and respond to user support queries
  • Investigate and resolve system issues
  • Training end users to ensure the optimal use of the system
  • Maintenance of global business processes in across the HR Technology landscape


The Technology Analyst will be experienced with HR systems and will interact with local and international team from the business and an offshore Support team.

Key accountabilities

  • Adhering to query SLAs and daily / weekly targets for query handling
  • Liaise with the wider technology team to investigate issues and queries
  • Provide technology support on complex HR cases in the hire to retire employee life cycle
  • Provide Tier 3 technology services to employees, raised through cases which are generated via the Service Now case management  
  • Support change activities to ensure business adoption and effective user training
  • Support additional Projects within the wider HR Technology team, while continuing to develop Workday skills
  • Run reports and use purpose built dashboards to monitor case / query volumes



  • Follows through with commitments and fosters trust with the business customers


  • Proactively initiates, develops, and maintains effective working relationships with team members
  • Demonstrates the ability to cooperate with a variety of people and achieve results
  • Manages workload with minimal management oversight
  • Continuously updates skill set by shadowing experienced team members and on the job learning

Skills & experience

  • Knowledge of testing methodologies and end user support structures
  • Advanced knowledge of HR business processes
  • Ability to work to set targets and deliverables (SLAs, KPIs)
  • Ability to prioritise queries and escalate to the right resolver
  • Able to analyse frequent query categories and identify opportunities for process improvement (via root cause analysis)
  • Ability to review project deliverables for completeness, quality, and compliance with established project standards
  • Ability to document and communicate progress against plans, taking corrective action as necessary
  • Ability to identify, clarify, and resolve issues and risks, escalating them as needed
  • Ability to manipulate and transform data to facilitate the management and maintenance of information within Workday
  • Experience of business process analysis
  • Qualifications in Business Management/Skills – desirable
  • Experience in HR Technology systems, case / query resolution management, helpdesk functionality
  • Experience supporting systems in a Business As Usual environment
  • Experience working with Workday and / or Service Now is desirable but not mandatory as training will be provided.

What we offer

Imperial Brands offer a competitive package of salary, bonus scheme, pension and 25 days holiday (with an additional 4 days on top to cover the Christmas period and bank holidays) and hybrid work.

Next steps

Interested applicants should apply with their CV highlighting their suitability for the role. 

Apply Now

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The year Imperial was founded through the
coming together of 13 UK family-run


Imperial employees worldwide


Number of markets worldwide in which our products are sold