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Title:  (Market) IT Services Analyst

Job ID:  73240
Country:  Spain
City:  Madrid
Professional area:  Digital
Contract type:  Permanent
Professional level:  Experienced

Madrid, MD, ES, MA1000


We’re JTI, Japan Tobacco International and we believe in freedom. We think that the possibilities are limitless when you’re free to choose. In fact, we’ve spent the last 20 years innovating, creating new and better products for our consumers to choose from. It’s how we’ve grown to be present in 130 countries.

But our business isn’t just business. Our business is our people. Their talent. Their potential. We believe when they’re free to be themselves, grow, travel and develop, amazing things can happen for our business

That’s why our employees, from around the world, choose to be a part of JTI. It is why 87% of employees feel happy working at JTI. And why we’ve been awarded Global Top Employer status, eight 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:



Market IT Services Analyst


What this position is about - Purpose: 


Market IT Services Analyst is responsible for prompt delivery of IT services to support business operations and for the timely resolution of reported incidents in collaboration with internal and external IT subject matter experts, for the site, market or cluster, as assigned. He / She proactively monitors compliance with established standards, operating guidelines, policies and procedures, and risk controls. He / She supports and coordinates disaster recovery planning and execution to protect Market against business disruption. In addition, he / she may provide input to JTI’s financial planning cycles and be responsible for managing IT assets and executing IT procurement activities.


What will you do - Responsibilities: 


Business Relationship Management

  • Develop strong relationship with the business community, ensuring clear understanding of business environment and user requirements
  • Help identify opportunities for operational excellence and business performance improvements
  • Act as primary end-user contact in the delivery of IT service requests
  • Provide effective communication to relevant parties


Service Delivery Management / Operational Support

  • Supports the line management to proactively look for potential business improvements by evaluating the existing best IT related practices (inside/outside JTI), share the information among the IT and business community and provide recommendations for implementation within the Market
  • Coordinate the prompt delivery of required IT service requests to support business operations
  • Perform timely analysis and prioritization of reported incidents, working closely with relevant IT subject matter experts for prompt resolution, in line with the established operational support model
  • Conduct proactive monitoring of IT systems performance, and execute required maintenance activities to ensure stable and reliable performance
  • Apply required updates and fixes, ensuring minimum impact on business operations
  • Provide required end-user training for specific IT solutions and services, including refresher training to minimize "how-to" incidents
  • Ensure Technical systems (MS Office, Windows OS, Telephony, Videoconference, etc.) are properly documented and maintained
  • Business Transformation / Change Management
  • Work closely with the IT solutions team to acquire requisite expertise and system documentation to support implemented solutions, in accordance with the agreed-upon operational support model
  • Ensure that IT Service Portal is updated with the required solution details to facilitate smooth transition from project mode to operations and maintenance mode
  • Provide relevant inputs on incident management to help assess the impact of business transformation and change initiatives on the existing system landscape


Security, Business Continuity, Compliance & Governance

  • Provide the necessary support to develop and maintain the entity-level IT disaster recovery plan (DRP), based on the business impact assessment (BIA)
  • Promptly execute assigned DR drill tasks
  • Comply with JTI Policies & Procedure processes in relation to IT business continuity plan and JSOX requirements
  • Ensure that end-users are aware of Corporate IT Standards, Policies & Procedures, adhere to them, provides training when it is required
  • Execute version control and change release strategy for implemented solutions
  • Maintain required solution documentation and ensure that they are kept up-to-date throughout the solution lifecycle
  • Communicate identified deficiencies and coordinate the implementation of corrective measures


Supplier Management (Internal and External)

  • Establish effective working relationships with all internal IT Service providers 
  • Provide the necessary support to select qualified 3rd-party IT suppliers for IT operations
  • Coordinate relevant procurement and billing-related tasks, ensuring adherence to Operating Guidelines, policies and procedures and J-Sox controls (if relevant)
  • Provide feedback on supplier performance


Who are we looking for - Requirements: 


  • University Degree in Computer or Technical Science or strong IT background
  • 2+ years’ experience in the IT discipline.
  • Preferred background of employment experience multinational companies.
  • Good working knowledge of business and related processes in FMCG industry
  • Fluent oral and written English
  • Advanced knowledge in all areas of IT operational support including but not limited to:
  •   Windows OS
  •   MS O365 suite of applications (e.g. Outlook, Word, Excel, Forms)
  •   Video Conferencing
  •   MS collaboration applications e.g. Teams, SharePoint Online, OneDrive & Skype
  •   Telecommunications (including mobile devices)
  • Advanced knowledge of provisioning and configuration of 
  • Workstations
  • Mobile devices (iOS/Android)
  • Collaboration equipment (e.g. Video Conference/Skype/Teams rooms, Surface Hub)
  • Good knowledge of IT service desk related software, e.g. ServiceNow or similar 
  • IT procurement and supplier management
  • Technical documentation


What are the next steps – Recruitment process: 


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




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