Title:  Development Analyst Manager

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Department: Global D&IT

Duty Post: Taguig City

Hiring Manager: ServiceNow Development Team Manager

Role: Permanent

ServiceNow Development Analyst Manager

ServiceNow Development Analyst Manager is responsible for delivery and support of ServiceNow applications in one of functional domains (IT, GSC, GBS or Marketing & Sales), including administration, integrations, authorization configuration, unit testing and development activities. 
The incumbent will also be responsible for configuration ServiceNow applications and for the upgrades and changes carried out by ServiceNow and any third party support partners. Person on this position will also work in close collaboration with BTS or OCDIO teams on analysis of business requirements and functional specs. 

As the Development Analyst Manager in the area of Global IT Department, you will: 

1. Technical and Process Expertise

• Support the business requirements gathering and analysis 
• Map of functional requirements into ServiceNow capabilities and technical solution design. Propose optimal technical solutions to fulfill user's requests or fix problems.
• Proactively propose improvements to the configuration, decustomization, automation
• Comply with development best practices.

2. System Configuration and Developments 

• Support technical design, development and unit testing, and production deployment.  Ensure that the solution is aligned with the agreed business process design, functional design and with ServiceNow best practices and JTI architecture standards
• Transport changes between environments, support user testing, fine tune the solution based on testing feedback
• Ensure consistency & standardization of the ServiceNow applications
• Ensure that required system documentation is completed and delivered prior to Go-Live. Contribute to Knowledge Base creation.

3. Manager/Supervise a Team of External Developers 

• Onboarding new external consultants for new projects 
• Ensure project management methodologies and software development best practices are followed up

4. Issue Resolution and Operational Support 

• Provide timely technical support for issue resolution including UAT and Post Go-Live support, including data maintenance and user access administration.
• Work with end users and other support teams and the vendor if required
• Closely collaborate with BTS, ServiceNow support or external vendors.  
• Timely update assigned tasks, provide response and solution within team SLA and release schedule
• Consult users on ServiceNow platform capabilities.

5. Business Partnership Tasks 

• Communicate timely on the project progress related to developments in assigned area; manage the processes of requests, approval, specifications, development, documentation and unit testing;
• Develop relationships with customers to understand their needs and priorities and deliver timely and quality solutions to users by researching the business processes supported. 

Requirements: 

• University, college degree or Education in the computer science or equivalent.

• 3-5 years of IT experience including the multinational companies

• 3 years of experience as a member of ServiceNow implementations, including business requirements gathering, development, testing, and cutovers

• Strong experience with ServiceNow integration solution is a big plus. 

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

• Hands-on experience in one of ServiceNow modules

• Experience in project implementations and operational support.

• Fluent in English 

• ITIL knowledge

• Expert knowledge of the developments in the ServiceNow platform 

• Expert Knowledge of ServiceNow platform, Administration, CMDB, Service Portal

• Expert Knowledge in one of ServiceNow modules 

• Strong interpersonal communication, ability to deliver on time and follow-up promptly on any issues and/or risks identified.

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.