Title:  ServiceNow Operations Support Engineer

We are JTI, Japan Tobacco International, and we are present in 130 countries. We have spent years innovating, creating new and better products for the consumers to choose from. This is our business. But not only. Our business is our people. Their talent. Their potential. We believe that when they are free to be themselves, and they are given the opportunity to grow, travel and develop, amazing things can happen.

That’s why our employees, from around the world, choose to be a part of JTI. It is why 80% of employees feel happy working at JTI. And why we’ve been awarded Global Top Employer status, ten years running. 

So when you’re ready to choose a career you’ll love, in a company you’ll love, feel free to #JoinTheIdea. 

Learn more: jti.com

What this position is about - Purpose:

ServiceNow Operations Support Engineer will be responsible for delivery and support of ServiceNow applications in the CSM and other areas, including administration, integrations, authorization configuration, unit testing, and development activities.

What will you do - Responsibilities:

• Monitoring and handling Incident tickets for ServiceNow CSM application.

• In-depth analysis of incoming Incidents / qualification and pre-clarification (understanding user requirements) and resolution.

• Platform Administration and upgrades, including data maintenance and user access administration, coordinate activities with relevant IT and business teams

• Responsible for technical design, development, unit testing, and production deployment solution for the assigned incidents and new product features.

• Ensure that the solution is aligned with the ServiceNow best practices and JTI architecture standards throughout the whole delivery lifecycle 

• Ensure consistency and standardization of the ServiceNow applications in the assigned area 

• Ensure that the required system documentation is completed and delivered before release.

• Actively contribute to Knowledge Base creation.

• Proactively analyze technology trends and JTI business demand to identify potential business opportunities and consult end-users on ServiceNow platform capabilities.

Who are we looking for - Requirements:

• You have a University Degree, preferably in IT

• Demonstrated ability as a member of ServiceNow support and platform administration, implementations, including business requirements gathering, development, testing, and cutovers

• Solid knowledge of ServiceNow platform, administration, CMDB, Service Portal, Flow Designer, development of custom applications, scripting

• Good understanding of the key IT processes, knowledge of ITIL or similar framework, development experience in Agile projects

• Good interpersonal communication and leadership skills

• Ability to deliver on time and follow-up promptly on any issues and/or risks identified

• Fluent in English

It will be a big plus if you:

• Possess strong knowledge of ServiceNow CSM module

• Have solid experience with ServiceNow integrations

• Have experience with ServiceNow platform architecture