Share this job
Apply now »







Title:  IT Services Analyst

Job ID:  48101
Country:  Spain
City:  Madrid
Professional area:  Information Technology
Contract type:  Permanent
Professional level:  Experienced

Madrid, MD, ES, 28046


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’s why 9 out of 10 would recommend us to a friend. And why we’ve been awarded Global Top Employer status, six 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:


IT Services Analyst is responsible for the 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. Proactively monitors compliance with established standards, operating guidelines, policies and procedures, and risk controls. Supports and coordinates disaster recovery planning and execution to protect the Market against business disruption. In addition, may provide input to JTI’s financial planning cycles (SPC/ASP/LE), and is responsible for managing IT assets and executing IT procurement activities.


What will you do - Responsibilities:


  • Develops strong relationship with the business community, ensuring a clear understanding of the business environment and user requirements;
  • Supports the line management to proactively look for potential business improvements by evaluating the existing best IT-related practices (inside/outside JTI), shares the information among the IT and business community and provide recommendations for implementation within the Market;
  • Coordinates the prompt delivery of required IT service requests to support business operations;
  • Performs 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 mode;
  • Works 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;
  • Establishes effective working relationships with all internal IT Service providers;
  • Responsible for administering IT assets in the Cluster/Market site as assigned.


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.


You as a professional: 


  • 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:

  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


You as a person: 


  • Acts with a sense of urgency and clear understanding of priorities and strategic importance;
  • Can work independently with minimum supervision, but ensures clear understanding of expected outcome; 
  • Team-oriented, collaborative; able to build good connections; communicates effectively;
  • Creative, innovative, enterprising, ability to think outside the box and challenge the status quo;
  • Proactive; eager to learn and keep pace with business and technology trends;
  • Good analytical and problem-solving competency;
  • Strong customer mind-set, able to deliver high-quality support;
  • Able to work under pressure and to think on his/her feet;
  • Able to adapt to change easily;
  • Committed, reliable.



Job Segment: Telecom, Telecommunications, Developer, Service Desk, Procurement, Technology, Customer Service, Operations

Apply now »