Title:  IT Business Solutions Analyst

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 83% of employees feel happy working at JTI. And why we’ve been awarded Global Top Employer status, nine 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

Local applicants are welcome

Department: Global IT
Location: Bucharest, Romania

Reporting to: Business Expert Manager

Role: IT Business Solutions Analyst

                                                                                                         IT Business Solutions Analyst

   
What this role is about?

The primary objective of this position is to provide expert knowledge and specialized support in the designated application/process area. The role is crucial for ensuring the smooth functioning and optimal performance of the business process and solution, encompassing application/support design, adoption, and maintenance.

This person will hold the responsibility of resolving both minor and complex incidents, as well as handling routine/minor change and service requests. It is imperative for the individual to deliver timely and high-quality solutions to users, while also ensuring that they fully utilize the potential of the application. Additionally, when required, this person may be engaged as a resource for specific approved projects, contributing to their successful implementation.

This position necessitates excellent teamwork capabilities, creativity, effective decision-making, quick learning, knowledge retention, and practical application of acquired skills. A strong willingness to work, a service-oriented attitude, and a cooperative approach are highly valued attributes.

What will you do – Responsibilities: 

Operations (Business process/system changes requests) :

• As the primary owner of application support requests originating from the Global Service Desk (GSD), the person will take full responsibility for providing comprehensive support to both Production and Development environments. This involves resolving minor and complex incidents, as well as addressing change and service requests
• Reproducing the problem in the test system to accurately diagnose and understand the issue
• Communicating with and requesting assistance from the application vendor's technical support team, monitoring remote access as required
• Testing the identified solution to ensure its effectiveness and appropriateness
• Providing and confirming the problem solution to end-users, ensuring their satisfaction and resolution

Minor/standard enhancements :

• In regards of new enhancements, you will also analyze the requests coming from the Team Lead
• You will assist senior team members in the analysis of the feasibility of this business request in the context of the standard application solution 
• Conduct the application testing (new support packages, releases, functionality and customizing) in close cooperation with quality assurance and technical team
• Participating in a complex change request or project implementation, with guidelines from senior team members perform:
  • Configuration and coordination from external parties, unit testing
  • Maintain appropriate documentation
  • Definition and roll-out of standards and templates
  • Potentially participate in training business community (key users)
  • Ensure transfer of knowledge/expertise from external consultants

 Knowledge management :

• You take a permanent effort in keeping the End Users up-to-date and knowledgeable of the systems and business processes / best practices. Provides knowledge transfer and best practices (global processes) to end- users through support/change request resolution
• Maintain the solution database by creating knowledge base articles and getting them validated by the appropriate Expert

Process Documentation :

• Maintain up to date appropriate documentation in his/her scope of responsibility this includes BPMLs, Process flows, Enterprise structure and BTS operational procedures. Working together with power users on documenting the processes from a business perspective. Working together with the project team and the process/business Expert on documenting the processes from a technical perspective. Ensures QA on the documentation executed by development teams

Who are we looking for – Requirements: 

•  University Degree in Computer Science or similar technical background
•  2-4 years of professional experience working with software solutions built on Microsoft technologies
•  Past exposure to Agile methodologies.
•  Past exposure to Customer Relation Management tools
•  Experience in using Microsoft Azure DevOps
•  Experience in User Story authoring based on Cucumber (or a similar behaviour-driven development tool)
•  Competency in the use of MS SMS, SQL and T-SQL
•  Analytical & Detail oriented
•  Good level of written and spoken English

Recruitment process: 

Thank you very much for your interest in the role. You are welcome to apply.