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Title:  IT Operations Analyst

Job ID:  23322
Country:  Cambodia
City:  Phnom Penh
Professional area:  Information Technology
Contract type:  Permanent
Professional level:  Experienced


Position Purpose:


JTI Cambodia is currently seeking for IT Operations Analyst. The employee will be responsible for delivering services to support business operations, and for the timely resolution of reported incidents, in collaboration with internal and external IT subject matter experts and coordinates disaster recovery planning and execution to protect Cambodia Market against business disruption. This include proactively monitoring compliance with established standards, operating guidelines, policies and procedures, and risk controls.


Position Description:


  • Business Engagement 
  • Act as primary end-user contact in the delivery of IT service requests by developing strong customer relationship with the IT user community, ensuring clear understanding of business environment and user requirements;
  • Support Solution team to evaluate requirement and fit gap for enhancement or new business application, and identify opportunities for operational excellence and business performance improvements;


  • Service Delivery Management/Operational Support
  • Coordinate the prompt delivery of required IT service requests to support business operations;
  • Perform timely analysis and prioritization of reported incidents by working closely with relevant IT subject matter experts for prompt resolution;
  • 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;


  • Business Transformation / Change Management
  • Support implemented solutions by working closely with the IT solutions team to acquire requisite expertise and system documentation
  • 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;


  • Business Continuity and Security Compliance: Implement required information security standards, policies and procedures, and support to develop and maintain the entity-level IT disaster recovery plan (DRP), based on the business impact assessment (BIA);
  • Supplier Management: Support in 3rd-party IT suppliers selection for IT operations; and ensure adherence to Operating Guidelines, policies and procedures, and J-Sox controls;


  • IT Governance:
  • Execute version control and change release strategy for implemented solutions and maintain required solution documentation to ensure that they are kept up-to-date throughout the solution lifecycle;

  • Review compliance with J-Sox controls and Application Risk Assessment (ARA) and Baseline Controls Risk Assessment (BCRA) targets. Communicate identified deficiencies and coordinate the implementation of agreed-upon corrective measures. Provide the necessary support for IT audits;


  • Financial Management:
  • Assist with financial reporting and analysis by executing prompt PR/PO/invoicing according to PPO policies and procedures;

  • Provide the necessary support for the timely completion of TDT/ASP/LE financial plans;
  • Other administrative task assigned by line manager.


Desired skills and experience:

  • University degree in Information Technology or related field;
  • At least 2 years overall experience in IT discipline, preferably within FMCG industry;
  • Experience in IT service management, preferably with working experience using Service Now, HP Service Center or Remedy BMC and IT operational support (infrastructure, business applications);
  • Good working knowledge of Microsoft Windows® operating system, Microsoft Office® and other client applications, workplace and collaboration solutions, including mobile devices (iPhone, iPad) and mobility solutions;
  • Committed, resulted-oriented, ability to work independently and well handle pressure under fast-paced working environment;
  • Understanding of FMCG business operations flow would be an advantage; and
  • Good in Khmer and English communication both speaking and writing.


Excellent employee environment with a competitive benefits package including:

  • Profit Sharing or Sales Incentive Plan
  • Annual Merit Increase 
  • Private Health Insurance for employees and dependents 
  • Dental 
  • Paid Time Off 
  • Life Insurance 
  • Disability Insurance




Job Segment: Operations Manager, Developer, Information Security, Change Management, Operations, Technology, Management

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