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)

As a Senior Business Analyst, you and your team are part of the Digital Infrastructure Portfolio within D&T.; You will be accountable for maximizing the value of the products and services delivered by the Product Team; together with the Product Owner, you own the Digital Workplace vision, strategy, and roadmap. You will play a vital role in defining the projects planned for the Operating Companies and ensure this is aligned with the overall D&T; strategy and Operating Company Business Requirements.

This role is not only about technology delivery. It is a strategic bridge between HEINEKEN users, OpCos, Global Functions, D&T; Hubs, internal IT teams, external partners and Microsoft. You will translate business needs into scalable Digital Workplace solutions, make Microsoft 365 and Copilot capabilities understandable and useful for end users, and ensure that adoption creates measurable value for HEINEKEN.

A key part of the role is to act as the primary HEINEKEN-side owner and coordination point for Microsoft 365 Copilot adoption, development, support and continuous improvement within the Digital Workplace domain. You will connect user feedback, business scenarios, adoption data, Microsoft roadmap developments and support needs into one coherent Copilot adoption and enablement approach.

Your responsibilities would include:

• leading the delivery and evolution of Microsoft 365 services globally, ensuring scalable, secure, and high-performing solutions that support business priorities, with a strong focus on Microsoft 365 Copilot adoption, enablement, responsible use and value realisation
• acting as the senior subject matter expert (SME) for Microsoft 365 and Microsoft 365 Copilot, translating complex business needs into strategic solution designs, user journeys, adoption plans and implementation roadmaps
• acting as the key HEINEKEN-side link between end users, OpCos, Global Functions, D&T; Hubs, internal IT teams, external adoption partners and Microsoft for Microsoft 365 Copilot topics, including roadmap updates, support questions, feedback, feature awareness and improvement opportunities
• owning and continuously developing the Microsoft 365 Copilot adoption approach for HEINEKEN, including onboarding, community engagement, training, communications, business scenario discovery, impact measurement, feedback collection and adoption reporting
• driving Copilot adoption from personal productivity towards team and business productivity by identifying practical, HEINEKEN-specific scenarios where Copilot, Copilot Chat, Copilot agents or Microsoft 365 app integrations can improve ways of working
• building and maintaining a strong Copilot community and ambassador/champion network, encouraging peer learning, sharing of prompts and use cases, community challenges, feedback loops, tips and tricks, and adoption stories
• partnering with communication, change, adoption and external delivery teams to create high-quality Copilot content for channels such as SharePoint, Workvivo, Microsoft Teams, training sessions, newsletters and learning platforms
• supporting the creation and maintenance of Copilot learning paths, including AI literacy, prompting, responsible use, Copilot basics, advanced features, Microsoft 365 app-specific use cases, and function-specific workshops
• designing and facilitating Copilot workshops with Global Functions, Regions, Hubs and OpCos to identify business challenges, validate Copilot use cases, develop business scenarios and translate them into reusable guidance, prompts, agents or training content
• working with Microsoft and internal stakeholders to understand upcoming Copilot features, assess relevance for HEINEKEN, coordinate early access or pilot activities where appropriate, and translate roadmap changes into clear user-facing guidance
• coordinating Copilot-related feedback, support questions and escalations, ensuring that recurring themes are understood, prioritised and addressed through guidance, training, product improvements, vendor engagement or backlog items
• monitoring Copilot adoption, usage, impact and satisfaction through available dashboards, surveys, Net Promoter Score input, assisted hours, active usage metrics, community engagement and qualitative user feedback
• establishing and enforcing governance principles for Microsoft 365 and Copilot usage, ensuring alignment with security, privacy, data protection, compliance, responsible AI and enterprise architecture standards
• working with Identity, Security, Data Privacy, Legal, Power Platform, Hyperautomation, ServiceNow, SharePoint, Teams, Exchange and other relevant teams to ensure Copilot is adopted safely and in line with HEINEKEN standards
• supporting the selection and governance of Copilot extensibility options, including Copilot Studio, agents, Graph connectors, Microsoft 365 app integrations and other AI-enabled capabilities, in collaboration with the relevant platform owners
• continuously optimising the Microsoft 365 and Copilot landscape by identifying opportunities for simplification, standardisation, cost efficiency, licensing optimisation, improved user experience and reduced operational overhead
• working on the Product Backlog, with a particular focus on prioritising initiatives that maximise business value from Microsoft 365, Copilot, Copilot Chat, Copilot agents, adoption tooling, training content and user support improvements
• providing technical and functional leadership across the Digital Workplace team, guiding engineers, analysts and stakeholders on Microsoft 365 and Copilot-related decisions, standards, risks and adoption priorities
• managing relationships and communications with internal stakeholders across Commerce, Supply Chain, Finance, HR, Corporate Affairs, Procurement, Regional D&T; Hubs, Global Information Security, Business Application teams and external partners including Microsoft and adoption partners
• acting as a key escalation and decision point for complex Microsoft 365 and Copilot-related challenges, ensuring timely resolution, clear communication and alignment with global standards
• contributing to the Digital Workplace strategy by ensuring that Microsoft 365 and Copilot capabilities are embedded into the wider Digital Workplace roadmap and aligned with HEINEKEN’s ambition to become a more connected, data-driven and AI-enabled organisation.

You are a good candidate if you have:

• Master’s degree in IT, Business Technology, Digital Transformation or equivalent experience
• at least 5 years of experience in a complex international technology environment, preferably across multiple countries, regions, business functions or operating companies
• strong demonstrated experience with the Microsoft 365 ecosystem in a multinational enterprise environment, including Teams, SharePoint Online, OneDrive, Exchange Online, Microsoft Search, Microsoft Graph-connected experiences and Microsoft 365 governance
• strong understanding of Microsoft 365 Copilot, Copilot Chat, Copilot in Microsoft 365 apps, Copilot agents, Microsoft 365 app integrations and the broader Microsoft AI roadmap
• practical understanding of Generative AI concepts, including prompting, grounding, hallucination risk, AI-assisted content generation, responsible AI, human-in-the-loop review, model limitations and safe use of enterprise data
• ability to translate AI and Copilot capabilities into practical business scenarios, user journeys, adoption materials, training content and measurable value cases
• experience with enterprise adoption, change management, communications, training, stakeholder engagement, community management or digital enablement
• experience in building or supporting champion, ambassador, super-user or community-based adoption models
• ability to analyse adoption and impact metrics, such as active usage, licence utilisation, assisted hours, satisfaction, survey feedback, community engagement and qualitative user insights
• ability to work with senior stakeholders and business functions to identify use cases, challenge demand, prioritise opportunities and shape initiatives that deliver measurable business value
• understanding of security, privacy, compliance, data protection and information governance principles in Microsoft 365, especially in relation to AI-powered access to organisational content
• ability to partner effectively with Microsoft and other external vendors, translating product roadmap information into actionable internal guidance and representing HEINEKEN feedback back to vendors
• experience working in agile, product-oriented teams, including backlog refinement, user story definition, prioritisation, stakeholder alignment and iterative delivery
• strong business analysis skills, including requirements gathering, process understanding, impact analysis, stakeholder mapping, value case development and communication of complex topics in simple language
• ability to connect technical, functional and adoption perspectives: understanding enough of the technology to make good decisions, while staying focused on user value, usability and business outcomes
• strong written and verbal English, with the ability to create clear, engaging and audience-specific communication for technical teams, business users, senior stakeholders and external partners
• entrepreneurial mindset, curiosity and willingness to experiment with new AI capabilities while applying strong judgement, governance and risk awareness
• ability to work independently in an ambiguous and fast-moving area, where Microsoft 365 Copilot and Generative AI capabilities evolve quickly and require continuous learning
• strong facilitation skills, with the ability to run workshops, demos, training sessions, use-case discovery sessions and adoption conversations with diverse audiences
• ability to act as a trusted advisor for OpCos and Global Functions, helping them understand what Copilot can and cannot do, where it brings value, and how to use it responsibly.

You are a perfect match if you also have:

• experience with Microsoft Copilot Studio, Power Platform, Power Automate, Power BI or agent-based automation
• experience with Microsoft Viva, Workvivo, SharePoint-based portals, learning platforms or enterprise communication channels
• experience with Microsoft Purview, sensitivity labels, retention, DLP, access reviews or content governance in Microsoft 365
• experience with adoption dashboards, Microsoft 365 usage analytics, Viva Insights, Power BI reporting or survey/NPS analysis
• familiarity with AI literacy programmes, responsible AI training, prompt engineering guidance or enterprise GenAI enablement
• experience working with external adoption/change partners and Microsoft customer success/product teams.

At HEINEKEN Kraków, we take integrity and ethical conduct seriously. If someone has concerns about a possible violation of legal regulations indicated in Polish Whistleblowing Act or our Code of Business Conduct, we encourage them to speak up. Cases can be reported to global team or locally (in line with the local HGSS Whistleblowing procedure) by selecting proper option in this tool or by communicating it on hotline.

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