Title:  On-Site IT I&O Analyst USA

At JTI we celebrate differences, and everyone truly belongs. 46,000 people from all over the world are continuously building their unique success story with us. 83% of employees feel happy working at JTI.

To make a difference with us, all you need to do is bring your human best.

What will your story be? Apply now!  

Learn more: jti.com

Please apply by 2 April 2025

On-Site IT I&O Analyst USA

Purpose:

In this position, you will be responsible for the prompt delivery of IT services to support business operations and the timely resolution of reported incidents. This involves collaboration with internal and external IT subject matter experts within the assigned site, factory, leaf origin, or cluster. You will proactively monitor compliance with established standards, operating guidelines, policies and procedures, and risk controls. Additionally, you will support and coordinate disaster recovery planning and execution to protect the assigned site, factory, leaf origin, or cluster against business disruption. You may also provide input to JTI’s financial planning cycles (SPC/ASP/LE) and will be responsible for managing IT assets and executing IT procurement activities.

Responsibilities:

• Manage and utilize ServiceNow for opening, tracking, and closing service desk tickets, as well as creating and handling reports
• Demonstrate the ability to work independently while also contributing effectively within a team setting
• Provide troubleshooting support, including system imaging, hardware break-fix support (e.g., laptops, desktops, and printers)
• Assist with refresh, upgrade, and deployment projects
• Maintain excellent customer service, ensuring a professional relationship with all customers
• Effectively respond to and resolve end-user problems
• Assist with the onboarding process for new users to ensure a smooth transition
• Install and configure new workstations, peripheral equipment, and software
• Ensure consistent application of computer controls that support financial audit requirements
• Leverage experience in a factory environment to ensure efficient operations and meet the role's demands.
• Ensure reliable transportation to maintain consistent attendance and timely completion of duties in the role

Requirements:

• University Degree in Computer or Technical Science, or a strong IT background
• Advanced English skills
• Minimum of 5+ years’ experience as a service desk analyst with proven experience
• Preferred work experience in multinational companies
• Knowledge of technology standards within JTI, including Microsoft solutions, local and wide area networks, telecommunication, ERP, CRM business process analysis
• Advanced knowledge in all areas of IT operational support, including Windows OS, MS O365 suite of applications (e.g., Outlook, Word, Excel, Forms), Video Conferencing, MS collaboration applications such as Teams, SharePoint Online, OneDrive, Telecommunications (including mobile devices)
• Ability to work independently with minimum supervision while ensuring a clear understanding of expected outcomes; organized and methodical
• Ability to build good connections and communicate effectively

What to expect:

Expect wellbeing initiatives, flexible work arrangements, growth opportunities, and excellent benefits, including a unique family leave policy. For more details on local policies, speak with the Talent Advisor.

Are you ready to join us? Build your success story at JTI. Apply now!

Next Steps:

After applying, if selected, please anticipate the following within 1-3 weeks of the job posting closure: Phone screening with Talent Advisor > Assessment tests > Interviews > Offer. Each step is eliminatory and may vary by role type.

At JTI, we strive to create a diverse and inclusive work environment. As an equal-opportunity employer, we welcome applicants from all backgrounds. If you need any specific support, alternative formats, or have other access requirements, please let us know.